Verizon Patent and Licensing Inc.

Verizon Data Services Inc.

Cellco Partnership

Amit Singh

Fariborz Ebrahimi

Dinyar Kavouspour

Amar Nageswaram

Fari Ebrahimi

Tao Yang

Roopa Kotha

Bipin Sakamuri

Nikhil Goel

Minbao Li

Akash Jain

Vijay Arumugam

Mark Nicholas Studness

Pichappan Pethachi

Tarun Jindal

Patrick Smith

Mohammad Azzam

Chad Young

Miguel Quiroga

Syed Zafar Beyabani

Krishnendu Karmohan

Shashidhar Hiremath

Dustin Humphreys

Pugazh Thyagarasan

Neeraj Garg

Sripriya Kannan

Bharadwaja Cheruvu

Edy Setaiwan

Fairborz Ebrahimi

Pinaki Biswas

Rupesh Kumar

Edy Setiawan

Kaushal K Shah

Rohani Raina Jotshi

John Taneyhill

Abigail T Castaneda

A system described herein may use automated techniques, such as machine learning techniques, to identify products that a user may be interested in purchasing. For example, a model may be created for a user, and attributes of products available for sale may be compared to the model. When determining that a user may be interested in a particular product, a graphical user interface ('GUI') may be pre-populated and presented to a device of the user, to facilitate the user purchasing the product with minimal interaction.

Systems and methods for machine learning-based predictive order generation

Techniques described herein may be used to expeditiously provide web content to user devices. A web server may provide a first webpage to a user device. Prior to the user device requesting another webpage (e.g., while the user of the user device is viewing the first webpage), the server device may identify a second webpage that the user device is likely to request next and obtain content corresponding to the second webpage. The web server may receive a request for the second webpage, and in response to the request, may provide the second webpage, along with the content, to the user device. The content may include information that is not typically cached by the web server. Additionally, the web server may verify that there are adequate system resources available (e.g., processing capacity, memory capacity, etc.) prior to obtaining the content.

Server side preprocessing of web content

An approach for managed instant communication (or chat)-based helpdesk services. An inquiry for a support service is received, at a helpdesk management platform, from a customer requesting assistance, the inquiry including one or more parameters defining the support service. A response is generated to the inquiry based on the one or more parameters, the response indicating a plurality of helpdesks associated with at least one service provider. An instant communication session is established between the customer and one of the helpdesks. The instant communication session is placed into a queue for an agent associated with the one helpdesk.

System and method for providing managed instant communication (or chat)-based helpdesk services

A method comprising receiving radio frequency tracker identifiers stored by tags associated with items; evaluating the radio frequency tracker identifiers based on radio frequency tracker identifiers previously received or concurrently received; identifying one or more radio frequency tracker identifiers based on the evaluating; selecting a rule from a set of rules when it is determined that an event occurred with respect to the identified one or more radio frequency tracker identifiers, wherein the set of rules correlates with information included in the radio frequency tracker identifiers and the selected rule pertains to an occurrence of the event; selecting a responsive action based on the selected rule; and generating a notification defined by the selected responsive action.

Rule-based tracking of products based on intelligent identifiers

A system includes a resource database that stores resource information representing solutions to a plurality customer inquiries and a destination database that stores destination information identifying a plurality of online forums available via a communications network. Each online forum includes a thread having at least one user post. The system further includes a language processor in communication with the resource database and the destination database. The language processor associates the at least one user post with at least one of the plurality of customer inquiries and selects from the resource database at least one solution to the customer inquiry identified. The language processor further generates a new post in the online forum with content from the resource information responsive to the customer inquiry associated with the at least one user post.

Virtual agent response to customer inquiries

An approach is disclosed for providing a community portal for chat-based support services. Chat sessions corresponding to customer support service are established among multiple users and one or more agents. A community of the users is created during the chat sessions.

System and method for providing a community portal for chat-based support services

A system may initiate a chat session between a first user device and a second user device, may receive a desired attribute associated with a multimedia item, and may provide information associated with multimedia items based on the desired attribute. The system may receive a selection of information associated with a multimedia item, may provide the multimedia item to the first user device based on the selection, and may enable the first user device to share the multimedia item with the second user device via the chat session. The system may receive an annotation to the multimedia item to generate an annotated multimedia item, and may enable the first user device and the second user device to share the annotated multimedia item via the chat session.

Multimedia collaboration in live chat

An approach is provided for chat-based crisis management services. A crisis situation is recognized based on one or more events. Individuals needed for crisis management are identified and a bridge communication channel for a plurality of the identified individuals is facilitated. Data is shared among the identified individuals that participate in a chat session on the bridged communication channel. Dated exchanged among the participants is stored during the chat session. Access to the stored chat data is provided to the participants.

System and method for providing chat-based crisis management services

A virtual service center is provided to a customer visiting the service provider website. The customer can take an avatar and proceed to collect a token number and wait for chat session service in a virtual lounge to partake in various interactive options. The number of the current serving number is displayed so that the customer knows the position in the queue. The waiting lounge can include a virtual kiosk to provide the customer with self service while waiting.

Method and system for mutidimensional virtual online support center

An approach is provided for managed instant communication (or chat)-based customer support services. Data communication is received, at a customer service platform, from a customer requesting assistance. An instant communication session is established between the customer and an agent at the customer service platform. Speech-to-text conversion operation is activated for the agent, wherein the agent corresponds during the instant communication session by speech. Agent speech correspondence is converted during the instant communication session to text data. Agent correspondence is transmitted to the customer as text data.

System and method for providing instant communication based customer support services using voice recognition

An approach is disclosed for providing an integrated call and chat conferencing system. A first participant joins in a conference, wherein the first participant communicates over a voice session. The voice session is converted into a text stream and stored. A second participant joins in the conference, wherein the second participant communicates over a chat session. The stored converted text stream is presented to second participant.

System and method for providing call and chat conferencing

A user device may display, via a graphical user interface, questions associated with a voice menu that is used by an interactive voice response (IVR) system to forward calls. The user device may obtain, via the graphical user interface, user responses to the questions. In addition, the user device may send information corresponding to the user responses to the questions to a remote device. The remote device may query the IVR system to identify a call agent, in a call center, whose profile matches the information, obtain contact information of the call agent from the IVR system, and send the contact information to the user device. Furthermore, the user device may receive the contact information from the remote device and display the contact information via the graphical user interface.

Guiding calls via graphical user interface

An approach is disclosed for providing a managed chat session. An agent establishes a chat session with a user for customer support. Information from the user is received via the chat session, wherein the information is used to determine customized content to be presented to the user over the chat session for duration of the chat session.

System and method for providing agent managed support via instant messaging

Systems and methods for providing a messaging service may comprise receiving first user credentials and second user credentials corresponding to first user and second user respectively. In addition, systems and methods for providing a messaging service may include generating first capabilities and second capabilities, the first capabilities being based on roles corresponding to the first user and the second capabilities being based on roles corresponding to the second user. Moreover, systems and methods for providing a messaging service may include allowing a messaging session between the first user and the second user based on the first capabilities and the second capabilities.

Growing community of inventors

Irving, TX, United States of America

Amit Singh