Convergys Customer Management Delaware LLC

Convergys Cmg Utah Inc.

Other

Citibank, N.a.

Jayant M Naik

Matthew John Yuschik

Woosung Kim

Dhananjay Bansal

Sunil Issar

Nancy Gardner

Kristie Goss

Scott A Irwin

Robert Birch

Stephen DeWayne Weagraff

Dale R Peterson

Cordell Coy

Joseph DiFonzo

Michael Louis Nutter

Chang-Quin Shu

Scot Cunningham

Ajay Warrier

Chang-Qing Shu

Giridhar Narayanan

Jiachun Zhang

Coy Cordell

Karthik Narayanaswami

Methods and systems for performing a pre-staged transaction, such as a cash withdrawal by a user or a user's surrogate, employ a host server that receives pre-staged ATM transaction data via a first communication channel from a user's mobile device and sends a first unique authentication token via a second communication channel to the user's mobile device processor. An ATM processor receives entry of a pre-staged ATM transaction request and the first unique authentication token and sends the entered pre-staged ATM transaction request and first unique authentication token to the host server for validation, which validates the received pre-staged ATM transaction input data and the entered first unique authentication token.

Systems and methods for pre-staging ATM transactions

A balance between customer satisfaction and cost to providing customer care can be achieved based on the use of online interaction classification techniques. Such techniques can use measurements such as a log likelihood ratio to determine if an interaction should be removed from automation to live support if it appears necessary.

System and method for automated customer service with contingent live interaction

Training for a multimodal user interface may be organized into a plurality of modules. In embodiment, modules may include data corresponding to a 'Push to Talk' tool, a set of data corresponding to navigation through a graphic user interface via voice input, and a set of data corresponding to entering data into a graphic user interface via voice input. Such training may be implemented in a variety of manners, including those which utilize data stored on a computer readable medium. Also, the structure and content of training may be streamlined and directed towards teaching a user to operate a multimodal user interface in an adequate manner. The structure and content of training may be configured to work in conjunction with the operation of a multimodal user interface being used in a real-time setting.

Method and system for training users to utilize multimodal user interfaces

Grammars for interactive voice response systems using natural language understanding can be created using information which is available on websites. These grammars can be created in automated manners and can have various tuning measures applied to obtain optimal results when deployed in a customer contact environment. These grammars can allow a variety of statements to be appropriately handled by the system.

Method and system for creating natural language understanding grammars

A balance between customer satisfaction and cost to providing customer care can be achieved based on the use of online interaction classification techniques. Such techniques can use measurements such as a log likelihood ratio to determine if an interaction should be removed from automation.

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Mason, OH, United States of America

Jayant M Naik