T-mobile Usa, Inc.

Nortel Networks Corporation

I2 Technologies Us, Inc.

Jda Software Group, Inc.

Mark Hanson

Paulo S T Chow

James Ellison

Joel Werdell

Abhay Vinayak Parasnis

Rudy Bourcelot

Christopher Mills

Stephen King

Haidong Li

Phoebe Parsons

Kasey Snow

Senthil Kumar Mulluppadi Velusamy

Jerry Louis Mizell

Jonathan Soini

Tyler Axdorff

Joseph S Ho

Yixin Zhu

Cecil L Taylor

Calum Lawler

Maritza Ramirez

Heather Nolis

Paulo St Chow

A customer who is contacting customer care via a support session regarding a problem is classified into a customer category of multiple customer categories based at least on customer account information of the customer. A customer care topic in a predetermined set of multiple customer care topics that correspond to the problem is then identified via machine learning. A topic script that corresponds to the customer category of the customer for the customer care topic in the predetermined set of customer care topics is further retrieved or generated, in which the topic script includes one or more topic issues related to the customer care topics. The topic script is provided for presentation to a customer service representative (CSR) to prompt the CSR to discuss the one or more topic issues related to the customer care topic with the customer.

Customer care topic coverage determination and coaching

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing assistance for customer service agents are disclosed. In one aspect, a method includes the actions of receiving, by a computing device, customer interaction data that reflects an interaction between a first user and a second user. The actions further include receiving, by the computing device, a customer summary file that reflects characteristics of the first user. The actions further include, based on the customer interaction data and the customer summary file, determining, by the computing device, instructions for the second user to continue interacting with the first user during the interaction between the first user and the second user. The actions further include, based on determining the instructions, providing, for output to the second user, the instructions for the second user to continue interacting with the first user.

Assistance for customer service agents

This disclosure describes techniques that allow a coach-assist controller to provide coach support to a customer service representative (CSR) during an ongoing consumer-CSR interaction. The coach-assist controller may intercept a consumer-CSR interaction and generate corresponding interaction data. The coach-assist controller may further analyze the interaction data to infer a current state of the consumer-CSR interaction, and in doing so, determine whether to request coach support for the CSR.

Coach-assist controller for customer service representative (CSR) interactions

A card engine may dynamically configure content for display via user equipment (UE). A rules engine may provide constructs to the card engine in the form of card definitions, which the card engine may evaluate using facts obtained from a facts controller. The card engine may create a hierarchy of containers, which are logical abstracts for containing cards. The containers in the hierarchy, which may be organized as a tree, may contain card definitions according to respective themes determined by the card engine. Variants may be assigned weights which can be changed dynamically based on factors such as user behavior, account condition, promotions or offerings. The card having the highest weight within its container is advanced up the tree. When a card reaches the top level of the tree, it may be formatted for display via the user interface and transmitted to the UE accordingly.

Facts control and evaluating card definitions using cached facts

A request for quote (RFQ) engine () includes a data and metrics designer () that generates, in response to input from a user, a data and metrics model () for an RFQ template using a data and metrics meta-model (). The RFQ engine () also includes a state transition designer () that generates, in response to input from the user, a state transition model () for the RFQ template using a state transition meta-model (). Furthermore, the RFQ engine () includes a workflow designer () that generates, in response to input from the user, a user interface workflow () for the RFQ template using a workflow meta-model (). In addition, the RFQ engine includes an execution engine () that executes the RFQ template that includes the data and metrics model () generated by the data and metrics designer (), the state transition model () generated by the state transition designer (), and the user interface workflow () generated by the workflow designer (). The RFQ template is executed to generate an RFQ.

Generation and execution of custom requests for quote

A system for providing a wireless device with access to a computer network includes an access point that sets up a radio link with the wireless device and couples the wireless device to the network. The system also includes a server that receives data packets from the access point through the computer network. The data packets include at least one data packet that has a first identifier that uniquely identifies the wireless device and a second identifier that corresponds to the wireless device. The system further includes a database that is coupled to the server and stores data for associating a service plan with the first and second identifiers and basing the service plan, at least in part, on the second identifier. Other features and systems are also disclosed.

Wireless device registration, such as automatic registration of a Wi-Fi enabled device

A system for providing a wireless device with access to a computer network includes an access point that sets up a radio link with the wireless device and couples the wireless device to the network. The system also includes a server that receives data packets from the access point through the computer network. The data packets include at least one data packet that has a first identifier that uniquely identifies the wireless device and a second identifier that corresponds to at least one of a manufacturer code or a vendor code of the wireless device. The system further includes a database that is coupled to the server and stores data for associating a service plan with the first and second identifiers and basing the service plan, at least in part, on the second identifier. Other features and systems are also disclosed.

Disclosed is an apparatus providing minimal systems alterations in non-GSM cellular systems wishing to incorporate GSM GPRS messaging capability. This is accomplished by giving a registering terminal or MS an IP address for use in receiving both signaling and traffic data messages rather than using the SGSN as the traffic receiving entity and forwarding traffic to the MS from the SGSN and requiring signaling messages to be transmitted from the MSC to the MS by other means. This approach simplifies the integration of GPRS capability into any non-GSM configuration cellular system by providing a generic way to exchange signaling information between any MSC, having a known IP address, and any MS with an assigned IP address.

Tunneling signaling method and apparatus

A distributed flow control system and method for GPRS networks to control and regulate data flow between multiple sources and a single destination within a GPRS network. The present system and method ensures the departing traffic from all of the sources conforms to the peak and average rate requirements that have been set forth by the BSS/PCU. A leaky bucket flow control mechanism is used at each respective one of the multiple sources for controlling flow of data from each respective source to the single destination. A maximum bucket size of a leaky bucket and a bucket leak rate are defined for each leaky bucket flow control mechanism. A multiplier (L) is estimated and determined for each respective source based on recent data arrival behaviors of the multiple sources. When a frame of the data is sent from the respective source to the single destination, a number of bytes equal to the size of the transmitted frame times the multiplier L is added to the leaky bucket.

Growing community of inventors

Allen, TX, United States of America

Mark Hanson