Talkdesk, Inc.

Reunify LLC

Jafar Adibi

Tiago Paiva

Emil Ettelaie

Bruno Antunes

Joao Carmo

Charanya Kannan

Marco Costa

Namhee Kwon

Robert Willett

Samuel Kim

Edward Fullman

Joseph Fullman

Patrick Robertson

Elena Fullman

Anuj Rattan Jaiswal

Mahdi Hadjishafiee

Vivek Basalingappa Hungund

Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.

System and method for communication analysis for use with agent assist within a cloud-based contact center

The present disclosure relates to systems, non-transitory computer-readable media, and methods that utilize featureless supervised or unsupervised machine learning to generate service provider match predictions based on raw communication data. In one or more embodiments, the disclosed systems utilize a trained service provider match neural network to generate a service provider match prediction based on raw communication data associated with an incoming audio, text, or video communication. In response to the generated service provider match prediction, the disclosed systems can route the incoming communication to the matched service provider.

Generating featureless service provider matches

System and method for SMS and email enabled automated agent assistance within a cloud-based contact center

A Virtual agent that is a fully automated computer software solution that can engage with real people, customers, clients and even other agents. Virtual agents have personality with animation and engage with the customer via text or voice or a combination of both as an actual person. Virtual agents are able to answer customer questions and provide information to address their issues. Virtual agents transfer calls to live agents if they cannot address customer issues.

Methods and systems for seamless outbound cold calls using virtual agents

Optimizing a number pool for dynamic number insertion (DNI) used for call attribution is achieved by considering physical characteristics of the DNI number assigned to a specific channel versus characteristics of consumers within that channel&#x2014;such as by identifying more optimum DNI number characteristics and modifying a DNI number pool based on the more optimum DNI number characteristics&#x2014;in order to make more optimized DNI number assignments.

Optimized dynamic number insertion (DNI)

Optimizing a number pool for dynamic number insertion (DNI) used for call attribution is achieved by considering physical characteristics of the DNI number assigned to a specific channel versus characteristics of consumers within that channel&#x2014;such as by determining a plurality of distinguishable consumer parameters having a business-positive correlation to a subset of numbers from among the pool of numbers&#x2014;in order to make more optimized DNI number assignments.

A system, method and computer program product for locating entities in a compartmented area, including a plurality of sensors devices distributed throughout a plurality of compartments of an area, respectively, and configured to locate entities within each of the compartments of the area; a counting device configured to count a number of the located entities within each of the compartments of the area based on information gathered by the sensors devices; and a display device configured to display the located entries within each of the compartments of the area based on information gathered by the counting device.

Noninvasive localization of entities in compartmented areas

A system, method and computer program product for determining and identifying a highly accurate description of an entity, including discovering hidden attributes, features, characteristics, behaviors, and opinions of an entity; and identifying the entity through processing, summarizing, abstracting, generalizing, discovering, and inferring information from a plurality of databases including publicly available data, private purchased data, private data provided by others, and derived data from public or private data.

Methods and systems for transforming multiple data streams into social scoring and intelligence on individuals and groups

A system, method and computer program product for requesting help and providing feedback, including a user mobile device, a database, and a service provider device coupled over a communications network. The user mobile device includes a user application that contacts the database and transmits a location of the user mobile device, information regarding the mobile device user, and a service provider name the over the communications network. The database receives the transmitted information from the user mobile device over the communications network. The database, based on the information received from the user mobile device, transmits the location of the user mobile device, and the user information to the service provider device over the communications network. The service provider device includes a service provider application that receives the transmitted information from the database, and displays on the service provider device the user mobile device location, and the user information.

Methods and systems for providing help via a mobile device

A system, method and computer program product for identifying strong links and discovering hidden relationships among entities, including identifying strong links and discovering hidden relationships among entities, wherein the entities include places, time slots, people, groups, and organizations; and identifying the strong links and discovering the hidden relationships based on low-level data streams, and incomplete and noisy evidence data streams.

Growing community of inventors

Los Angeles, CA, United States of America

Jafar Adibi