Patent application number | Description | Published |
20120166235 | SYSTEM AND METHOD FOR PROGRAMMATICALLY BENCHMARKING PERFORMANCE OF CONTACT CENTERS ON SOCIAL NETWORKS - Disclosed are systems, methods, and non-transitory computer-readable storage media for benchmarking the performance of a contact center of an enterprise with respect to online communications channels. A system configured to practice the method first identifies messages posted by users on an online communications channel during a first time interval. Each of these messages includes an identification of user problems encountered by the users. The system then identifies messages posted by agents of the enterprise on the online communications channel. Specifically, the messages identified are those consisting of an agents responding to the user problems identified in messages posted by the users. The system can then generate response performance measures for the enterprise. The response performance measures can be based on a temporal relationship between corresponding messages posted by a users and agents. Alternatively, the performance measures can be based on users' response to the responses provided by the agents. | 06-28-2012 |
20120166345 | SYSTEM AND METHOD FOR PERSONALIZED CUSTOMER SERVICE OBJECTS IN CONTACT CENTERS - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for providing customized customer service interactions between users and an enterprise. A method includes the steps of receiving a customer service request from a user terminal and generating a customer intimacy profile for the user associated with the user terminal based at least on user data associated with the user and available from at least one social media channel. The method also includes assembling customer service object for the user terminal based at least on the customer intimacy profile, where the customer service object identifying at least one customer service channel available for the user. The method further includes delivering a user interface to the user terminal, where a content of the user interface is based on the customer service object. | 06-28-2012 |
20130006874 | SYSTEM AND METHOD FOR PRESERVING CONTEXT ACROSS MULTIPLE CUSTOMER SERVICE VENUES - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for preserving context across multiple customer service venues. A system configured to practice the method identifies a user profile of a user requesting customer service, generates a context based on the user profile, the request, and other relevant data. The system communicates with the user at a first customer service venue based on the context, and receives an indication of movement of the user from the first customer service venue to a second customer service venue. The system transfers the context to the second customer service venue, and communicates with the user at the second customer service venue based on the context. A customer service venue can be a knowledge base, a troubleshooting guide, a social network, an online virtual world, a text-based chat, a voice conversation, a video chat, a spoken dialog system, and an onsite visit. | 01-03-2013 |
20130006881 | METHOD OF IDENTIFYING RELEVANT USER FEEDBACK - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for sorting and outputting, base on relevancy, feedbacks to a user. For example, user characteristics of a user associated with viewing an item can be received directly from the user or from a social network profile associated with the user. The received user characteristics can be compared to user characteristics associated with feedbacks to yield respective degrees of similarity. Finally, the feedbacks can be output to the user based on the respective degrees of similarity. | 01-03-2013 |
20130080911 | PERSONALIZING WEB APPLICATIONS ACCORDING TO SOCIAL NETWORK USER PROFILES - Systems, methods, and non-transitory computer-readable storage media for personalizing applications, such as web applications, based on social networking data. A system configured to practice the method first identifies a user of an application, such as by requesting the user to log in to or create a user profile. The system optionally requests authorization from the user to access the social networking data, such as if all or part of the social networking data is private. The system can cache the social networking data in order to save bandwidth or keep requests within the terms of service of a social networking API. The system can assign the user into a user category based on the social networking data, and customize a user interface of the application based on the social networking data and/or the user category by adjusting at least one of location, size, and appearance of a user interface element. | 03-28-2013 |
20140044246 | SYSTEM AND METHOD FOR DETERMINING CALL IMPORTANCE USING SOCIAL NETWORK CONTEXT - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for determining call importance using social network context. A system can receive a call from a caller and establish the identity of the caller. The system can then retrieve a social network context associated with the caller identity from a social network and determine an importance score for the call using the social network context. Social network contexts can be derived from a social network profile, caller utterances, and a social graph. Based on the importance score, the contact center provides an appropriate level of customer service. The level of customer service a contact center provides can be based on resource availability, call type, call time, agent queue selection, offered communication modalities and customer follow-up. | 02-13-2014 |
20140067936 | SYSTEM AND METHOD FOR MULTIMODAL INTERACTION AIDS - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for providing multimodal interaction aids in multimedia events. The system presents a multimedia event to a participant which has limited access to the multimedia event, wherein the limited access prevents the participant from experiencing every mode of the multimedia event. The system also generates a cue associated with the multimedia event, wherein the cue is structured according to the limited access of the participant. The system then transmits the cue to a device associated with the participant. | 03-06-2014 |
20140081643 | SYSTEM AND METHOD FOR DETERMINING EXPERTISE THROUGH SPEECH ANALYTICS - Systems, methods, and non-transitory computer-readable storage media for determining expertise through speech analytics. The system associates speakers with respective segments of an audio conversation to yield associated speaker segments. The system also identifies a number of times a speaker has spoken about a topic in the audio conversation by searching the associated speaker segments for a term associated with the topic. The system then ranks the speaker as an expert in the topic when the number of times the speaker has spoken about the topic in the audio conversation exceeds a threshold. The audio conversation can include a compilation of a plurality of audio conversations. Moreover, the system can tag the associated speaker segments having the term with keyword tags and match a respective segment from the associated speaker segments with the speaker, the respective segment having a keyword tag. | 03-20-2014 |
20140308970 | DYNAMIC GUIDANCE TO A TARGET CONVERSATION AREA WITH A COMMUNICATION DEVICE - Embodiments disclosed herein provide systems and methods for dynamically guiding a user to a target conversation area with a communication device. In a particular embodiment, a method provides receiving a call request to establish a call with a communication device and determining a location of the communication device. The method further provides determining a target conversation area for a user of the communication device to participate in the call based on the location of the communication device. The method also provides directing the user to the target conversation area. | 10-16-2014 |
20150163358 | NATURAL LANGUAGE PROCESSING (NLP) AND NATURAL LANGUAGE GENERATION (NLG) BASED ON USER CONTEXT FOR ENHANCED CONTACT CENTER COMMUNICATION - Contact centers may incorporate automated agents to respond to inquiries. The inquiries may solicit a substantive response, for example, by providing a time when the inquiry asks for the departure time for a flight. Such responses omit the normal conversational subject matter used to embellish person-to-person conversations and appear are very machine-like. Herein, a source of user context, such as a social media website, customer database, or other data, is accessed. Certain aspects of the customer may then be identified and used to embellish the reply with additional and/or alternative content. As a result, the reply may be more conversational. | 06-11-2015 |
20150379478 | Systems and Methods For Presenting Information Extracted From One or More Data Sources to Event Participants - Systems and methods for dynamically responding to requests for information, derived from one or more data sources, relating to at least one event participant. A notification of a scheduled event is received at a server. The notification identities a plurality of individuals invited to attend or participate in an event. Data attributes relating to the event participants are retrieved from one or more data sources and stored. The data attributes can include personal attributes, professional attributes, and social interaction attributes. Before, during or after an event, requests are received and processed to provide event participants and other interested parties access to contextual information relating event participants to one another, the identities of event participants possessing one or more attributes, and lists of attributes for one or more known event participants. The requests can include images and sound recordings captured during the event. | 12-31-2015 |
20150381533 | System and Method for Email Management Through Detection and Analysis of Dynamically Variable Behavior and Activity Patterns - Techniques for aiding an email recipient in the management of inbound email by detecting, and configurably responding to, dynamically variable patterns of activity and behavior are described. Characteristics are extracted from new email messages originated by senders and intended for a recipient. One or more patterns of sender activity, recipient message management behavior, and/or message response behavior, relating to treatment of messages from individual senders and/or plural senders in the aggregate, are identified. The patterns are identified by analyzing statistics collected by the extraction of characteristics from email messages previously received by the recipient. Before the recipient reads a new email, a determination is made as to whether any deviation from an identified pattern exists; and, if so, a pre-existing rule for treatment of the new message is enforced and/or a new rule specifying treatment of at least some messages from the sender of the email is proposed. | 12-31-2015 |
20150381674 | System and Method for Efficient Port and Bandwidth Utilization in Setting up Communication Sessions - Techniques for efficiently allocating ports and bandwidth in a communication system configured to establish interactive, real time communication sessions between endpoints are described. Requests are received at a server, from a requester endpoint device, to initiate an interactive, real time communication voice and/or video session requiring access to an interactive session resource. In an embodiment, the communication system is a contact center and the interactive session resource is an available contact center agent. Pending availability of the interactive session resource, a requester is assigned a place in a queue or otherwise scheduled to receive access to the interactive session resource. In the meantime, a data channel is established between the server and the requester's endpoint device. Resources, which can include an executable program and/or information operative to enable the endpoint device to emulate an active on-hold voice connection period, are downloaded to the endpoint device. | 12-31-2015 |
20150381803 | Method and Apparatus For Augmenting Communication Sessions Using Contextual Information - Systems and methods for establishing and conducting communication sessions augmented by contextual information. A call originator initiates a request to establish a communication session. The endpoint furnishes information identifying the call originator and intended call recipient(s). The method receives the request from the call originator and retrieves contextual information relating the call originator to the intended call recipient. If no contextual information has yet been derived, the contextual information is generated from data attributes available from one or more social networking sites. In some embodiments, the method generates the contextual information according to a set of rules and, if applicable, user preferences. The method handles the call request based on at least one of a set of rules, user preferences, and scheduling input received from the intended recipient responsive to receipt of the contextual information. The contextual information is accessible to some or all participants before and during the communication session. | 12-31-2015 |
20160042371 | SYSTEMS AND METHODS FOR INFLUENCING CUSTOMER TREATMENT IN A CONTACT CENTER THROUGH DETECTION AND ANALYSIS OF SOCIAL MEDIA ACTIVITY - A contact center is operated, on behalf of an entity, by reference to social media analytics. A user profile, acquired for each of a plurality of social media users, identifies the user and includes at least one of three indications of sentiment derived over time through analysis of social media event activities and/or behavior. The sentiment indications of a profile include user sentiment toward the entity, user sentiment toward one or more competitor(s) of the entity, and/or user sentiment toward a particular product or service offered by the entity or a competitor(s) of the entity. A communication session is established between a communication terminal of a contact center agent and one of the users for whom a user profile is stored. A menu including at least one option for addressing or capitalizing on a change of sentiment reflected in the user's profile is displayed to the agent. | 02-11-2016 |
Patent application number | Description | Published |
20130170637 | SYSTEM AND METHOD FOR PROVIDING PERSONALIZATION BADGES FOR ENHANCED CUSTOMER SERVICE EXPERIENCE - A system for providing customized customer service interaction between a user and an enterprise is disclosed. The system includes a badge and a badge reader. The badge is installed at a user device, and the badge reader is installed at the enterprise. The badge is configured to generate an access key for a customer's social network account based on a customer's work request to the enterprise. The badge reader is configured to retrieve user data as permitted by the associated access key from the badge, and route a work request of the user to a suitable agent of the enterprise based on the user data. | 07-04-2013 |
20140041055 | SYSTEM AND METHOD FOR ONLINE ACCESS CONTROL BASED ON USERS SOCIAL NETWORK CONTEXT - System and method to control access by a user to an online service, the method including: receiving a request from a user to use an application; identifying, via a processor of a computing device, a social networking characteristic of the user; classifying the user based upon the social networking characteristic, to produce a classification of the user; and controlling an access to the online service based upon the classification of the user. The characteristic may be public or private. Controlling access may include permitting, impeding, or facilitating access. Display of a link may be changed, and/or the processing of the link if selected may be changed. Users may be classified at least as preferred, malicious, non-malicious, non-target and generic default. | 02-06-2014 |
20140059126 | CONTEXT AWARE SOCIAL CALLBACK - A server executing a context aware social callback application and method are provided. Posts with action tags made on social media sites or pages that identify a monitoring entity or associated offering are identified. Such posts are analyzed to determine whether they are associated with an identifiable user, and whether they invite interaction. If the identified content is from an identifiable person and if it invites interaction, the application automatically generates a response that is sent to the identified user with a request to engage in further communications. The system can also send the post and/or related information to an agent or other contact center resource for handling. | 02-27-2014 |
20140237371 | PRESENTATION PACING SYSTEM AND METHOD - A presentation pacing system includes a monitor module for monitoring a time spent by a speaker on one or more slides while presenting a presentation, the presentation having a plurality of slides. The presentation pacing system further includes a compare module for comparing the monitored time with a pre-recorded time associated with the slides. The presentation pacing system further includes a notification module for notifying the speaker for changing pace of the presentation based at least on the comparison. The presentation pacing system further includes a query module for scheduling and presenting queries of audience to the speaker of the presentation during a slide transition. | 08-21-2014 |
20140250182 | SYSTEM AND METHOD FOR DETECTING AND ANALYZING USER MIGRATION IN PUBLIC SOCIAL NETWORKS - An event selection system for computing user migration pattern across social network pages is provided. The event selection system includes a monitor module to monitor predetermined activities of social media users on preconfigured resources. The event selection system further includes a profile module to build a social media user profile based on the monitored activities of the social media users. The event selection system further includes a computing module to compute user migration patterns based on the social media user profiles. The event selection system further includes a display module to display the user migration patterns on a system user terminal. The event selection system further includes a reporting module configured to produce a report based on the monitored social media user activities. | 09-04-2014 |
20140254790 | SYSTEM AND METHOD FOR SELECTING AGENT IN A CONTACT CENTER FOR IMPROVED CALL ROUTING - An agent selection system for selecting agents during call routing in a contact center is provided. The agent selection system includes a data mining module to mine agent related data from preconfigured resources e.g., social networking sites. The agent selection system further includes a profile module to build one or more agent profile based on the mined agent related data. The agent selection system further includes a mapping module configured to map a customer profile in a customer work request with the one or more agent profile. The agent selection system further includes a selection module to select an agent for handling the customer work request based on mapping between the customer profile and the one or more agent profile. | 09-11-2014 |
20140255895 | SYSTEM AND METHOD FOR TRAINING AGENTS OF A CONTACT CENTER - A training system for providing training to agents of an enterprise is provided. The training system may include a retrieval module for retrieving content from at least one predetermined resource. The training system further may include a topic determining module for determining at least one topic based on the retrieved content. The training system further may include an answer selecting module for selecting an answer for the at least one topic from the retrieved content based upon predefined rules. The training system further may include a reporting module for reporting the at least one topic and answer to one or more agents of the enterprise. | 09-11-2014 |
20140330651 | SYSTEM AND METHOD FOR SOCIAL MEDIA-AWARE ADVERTISEMENT BROKERING - An advertisement brokering system for social media-aware advertisement brokering is provided. The advertisement brokering system includes a processor and a memory, wherein the memory comprises a rules database and plurality of modules. The memory further comprises a data mining module for mining data from predetermined resources based upon predefined characteristics and behavioral traits of users. The memory further comprises an analysis module for identifying users based on match of the mined data with the predefined characteristics and/or behavioral traits. The memory further comprises a brokering module for offering advertising services to the identified users. The memory further comprises a feedback module for notifying an advertiser corresponding to change in behavioral activities of the identified users after offering advertising services. The memory further comprises a calibration module for calibrating advertising services based on change noticed in behavioral activities of the identified users. | 11-06-2014 |
20140359008 | CONTEXT-AWARE SOCIAL MEDIA DISASTER RESPONSE AND EMERGENCY MANAGEMENT - Social media websites contain posts which may benefit persons affected by an emergency situation or natural disaster. Discovering trustworthy posters of useful information is disclosed such that messages indicating relevant information, and an associated trust value, may be provided to interested parties. | 12-04-2014 |
20140379419 | METHOD AND SYSTEM FOR ADAPTIVE OUTBOUND CAMPAIGNS - A method and a system for adaptive outbound campaign are provided. The system includes a monitoring module for real-time monitoring of public sentiment to an outbound campaign. Further, the system includes an adaptive module communicably coupled to the monitoring module. The adaptive module further adapts one or more parameters corresponding to the outbound campaign based on the monitored public sentiment. | 12-25-2014 |
20150055772 | FACILITATING A CONTACT CENTER AGENT TO SELECT A CONTACT IN A CONTACT CENTER QUEUE - The system and method enable an agent to be able to select a contact (e.g., a voice call or email from a customer) from a contact queue in a contact center. As contacts come into a contact center, the contacts are placed in the contact queue. An agent in the contact center is presented with the contacts along with a profile that is associated with each of the contacts. The profile may contain information about the contacts such as an attitude of the contact, a conversation style of the contact, a sentiment of the contact, and the like. The agent selects one of the contacts in the contact queue. The selected contact is then sent to the agent for handling. | 02-26-2015 |
20150071418 | TECHNIQUES FOR TOPICAL CUSTOMER SERVICE MENU RECONFIGURATION BASED ON SOCIAL MEDIA - Techniques for topical customer service menu reconfiguration based on social media are claimed. In one embodiment, for example, an apparatus may comprise a social media gateway and an adjustment component. The social media gateway may be operative to receive social media information from one or more social media networks. The adjustment component may be operative to data mine the social media information to extract one or more characteristics, infer a trend from the extracted one or more characteristics, and adjust a customer service menu tree based upon the inferred trend. Other embodiments are described and claimed. | 03-12-2015 |
20150207938 | SYSTEM AND METHOD FOR SELECTING AGENT IN A CONTACT CENTER FOR IMPROVED CALL ROUTING - An agent selection system for selecting agents during call routing in a contact center is provided. The agent selection system includes a data mining module to mine agent related data from preconfigured resources e.g., social networking sites. The agent selection system further includes a profile module to build one or more agent profile based on the mined agent related data. The agent selection system further includes a mapping module configured to map a customer profile in a customer work request with the one or more agent profile. The agent selection system further includes a selection module to select an agent for handling the customer work request based on mapping between the customer profile and the one or more agent profile. | 07-23-2015 |
20150261756 | MECHANISM FOR COMPUTING AND USING CONTEXTUALIZED SOCIAL MEDIA SCORES - A social media network is monitored for postings of a control group. The control group is a group of one or more individuals that posts on a particular topic. The postings of the control group may cover all the postings of each member of the control group for a period of time. A first relative social media score is calculated for the postings of the control group on the social media network. A social media score is calculated for a social media posting of a user or entity on the social media network. The relative social media score for the control group is compared to the social media score for the user or entity to see if there is a significant difference. If there is a significant difference, an agent in a contact center to is identified respond to the social media posting of the user or entity. | 09-17-2015 |
20150379527 | DERIVATIVE NETWORK PROFILE FOR CUSTOMER INTERACTIONS - Derivative network profile is provided for determining a more complete picture of a customer on a social media website or websites for improved customer interactions. A customer may have a social media presence with any number of connections to other individuals, businesses, etc. As provided herein, the relevancy of those connections is determined within the context of a “seed” or business purpose. As a benefit, a customer who may share a substantial amount of information (e.g., funny videos, favorite sports teams, etc.) with a large pool of connections, may have a particular relationship identified (e.g., a more obscure relative who travels frequently) when a contact center is interacting with the customer with respect to the business purpose (e.g., providing travel-related services to the customer). | 12-31-2015 |
Patent application number | Description | Published |
20080269685 | Solvent-cast microneedle arrays containing active - In an aspect of the invention, an array of microprotrusions is formed by providing a mold with cavities corresponding to the negative of the microprotrusions, casting atop the mold a first solution comprising a biocompatible material and a solvent, removing the solvent, casting a second solution atop the first cast solution, removing the solvent from the second solution, and demolding the resulting array from the mold. The first solution preferably contains an active ingredient. | 10-30-2008 |
20090155330 | Vaccine Delivery via Microneedle Arrays - A microprojection array is provided, comprising an approximately planar base and a plurality of microprojections, wherein the array comprises a vaccine and a polymeric material. The array may have multiple layers. The vaccine may be placed in only one layer. In another embodiment of the invention, a method of preventing a disease is provided, comprising insertion into the skin of a patient an array of microprojections comprising a layer which comprises a vaccine for that disease and a polymer. | 06-18-2009 |
20110086329 | DEVICE AND METHOD FOR DELIVERING AN ORAL CARE AGENT - An oral care agent delivery device is provided which comprises a permanently deformable backing layer, an oral care layer, and a non-woven binding material with a first part that is substantially invested in the oral care layer and a second part that is substantially invested in the backing layer. The device is sized to fit over a plurality of teeth in an upper or lower dental arch of a subject. The oral care layer comprises at least one oral care agent and at least one hydrophilic polymer. When hydrated, the oral care layer has an adhesiveness relative to the surface of a user's teeth that is sufficient to retain the device on the user's teeth when placed thereon. The device can also have an oral care agent which is activated on hydration of the oral care layer, or an oral care layer which releases the oral care agent over time. | 04-14-2011 |
20130292868 | SOLVENT-CAST MICROPROTRUSION ARRAYS CONTAINING ACTIVE INGREDIENT - In an aspect of the invention, an array of microprotrusions is formed by providing a mold with cavities corresponding to the negative of the microprotrusions, casting atop the mold a first solution comprising a biocompatible material and a solvent, removing the solvent, casting a second solution atop the first cast solution, removing the solvent from the second solution, and demolding the resulting array from the mold. The first solution preferably contains an active ingredient. | 11-07-2013 |
20150079133 | METHOD OF VACCINE DELIVERY VIA MICRONEEDLE ARRAYS - A microprojection array is provided, comprising an approximately planar base and a plurality of microprojections, wherein the array comprises a vaccine and a polymeric material. The array may have multiple layers. The vaccine may be placed in only one layer. In another embodiment of the invention, a method of preventing a disease is provided, comprising insertion into the skin of a patient an array of microprojections comprising a layer which comprises a vaccine for that disease and a polymer. | 03-19-2015 |
20150297878 | SOLVENT-CAST MICROPROTRUSION ARRAYS CONTAINING ACTIVE INGREDIENT - In an aspect of the invention, an array of microprotrusions is formed by providing a mold with cavities corresponding to the negative of the microprotrusions, casting atop the mold a first solution comprising a biocompatible material and a solvent, removing the solvent, casting a second solution atop the first cast solution, removing the solvent from the second solution, and demolding the resulting array from the mold. The first solution preferably contains an active ingredient. | 10-22-2015 |