Verizon Patent and Licensing Inc.

Jpmorgan Chase Bank, N.a.

Amazon Technologies, Inc.

Prashant B Desai

Parind S Poi

Juan Vasquez

Mayuresh Mohan Hegde

Haridas Bhogade

Shawn J Hadley

Nicholas M LoRe

Alex Lieberman

Bryant R Barrera

Paul V Cunningham

Manah Mounir Khalil

Santosh Bijur

Parind Surendra Poi

Meyuresh M Hegde

Chadd Thompson

George Gorney

David A Cathey

Computer-implemented techniques for answer time prediction in a contact center service of a provider network. While a delayed processing timing has not been met, a set of contact queuing context-actual answer time data for a set of contact inquiries serviced is received as a first set of contact queuing context-actual answer time data. When the delayed processing timing has been met, a new queuing model is learned based on the first set of contact queuing context-actual answer time data and a previous set of contact queuing context-actual answer time data for a previous set of contact inquiries serviced or a previous version of the queuing model. A request to predict an answer time for a target contact queuing context is received and an answer time for the target contact queuing context is predicted based on the new queuing model. The predicted answer time is provided to a contact via a contact communications channel.

Answer time prediction in a contact center service of a provider network

A system including voice, video, and chat capability at financial services kiosks (e.g., ATMs) is disclosed. The voice, video, and chat and capabilities may be implemented using Web Real-Time Communication (WebRTC). A customer can complete all transactions and interactions with a live person in real time at the financial services kiosk. The financial services kiosk can be located anywhere in the world and only requires an Internet connection to support the system. The live person is remotely located from the financial services kiosk and can be available 24/7. The live person may be a teller or specialist located in a contact center.

System and method for financial services kiosk features

The invention relates to a customer interaction management system that comprises a memory that stores customer profile data and customer interaction data; a voice response input that receives a voice pattern from a customer; and a computer processor, coupled to the memory and the voice response input, programmed to: retrieve customer voice data from a current customer interaction via a voice channel; retrieve data from one or more other interactions via one or more other channels; compare customer voice data to a customer baseline, where the customer baseline is developed from one or more prior customer interactions; generate, using a speech analytics engine, a customer score that indicates customer sentiment based on the customer voice data and data from one or more other interactions; during the current customer interaction, update the customer score based on customer progress data; and develop one or more actions, in response to the customer score.

System and method for customer interaction management

According to an embodiment of the present invention, a system and method for transmitting context data during an automated customer interaction comprises: a computer store containing data, for each customer, defining a customer's historical interactions with an entity and account information, a computer processor, coupled to the computer store and programmed to: receive, via an electronic input, a contact from a customer via an electronic communication channel; automatically capture current interaction data between the customer and an automated interactive entity; receive an electronic request for a live agent from the customer; retrieve, from the computer store, historical interaction data from a prior customer contact and account information; generate context description that comprises information from the current interaction data, historical interaction data and account information; embed the context description into a signal as a header; and transmit the signal with the context description to the live agent.

Method and system for conveying context data in a multi-channel and omni-channel environment

The invention relates to a customer interaction management system that comprises a memory, an input and a computer processor programmed to: interact, via a first communication channel, with the customer via an automate self-service feature; receive a customer input to opt out of the automated self-service feature; place the customer in a queue with an estimated wait time; determine whether the estimated wait time exceeds a threshold wait time; engage the customer in a self-service on hold feature via a second communication channel separate from the first communication channel; and maintain the customer's place in the queue while the customer interacts with the self-service on hold.

System and method for providing self-service while on hold during a customer interaction

According to an embodiment of the present invention, a system and method for transmitting sensitive data in a contact center environment comprising a transient datastore containing data, for each customer, defining a customer's profile including historical interactions with a host entity and account information, the customer profile containing sensitive and non-sensitive data; a computer processor, coupled to the computer store and programmed to: generate, using a computer processor, a transient key associated with a subset of data for the customer based on the current interaction data and a customer identity; transmit, using a computer processor, the transient key and non-sensitive data to the live agent; receive a request, the transient key and a requester identifier from a requesting component of the system, and identify a corresponding subset of data responsive to the transient key and the requester identifier.

Method and system for sensitive data abstraction

A computer device may include logic configured to receive a request to route a call from an interactive voice response system; obtain information associated with the call; and obtain one or more metrics associated with a plurality of automatic call distribution centers. The logic may be further configured to select a rule to route the call based on the information associated with the call; and select a particular automatic call distribution center for the call based on the selected rule, based on the obtained information associated with the call, and based on the obtained one or more metrics.

Tiered call routing

Techniques for providing a gateway transfer mechanism are disclosed. In one particular exemplary embodiment, the techniques may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.

Method and system for a gateway transfer

A device may receive a history of call volumes and statistics for a call queue. The device may also receive, for each of a number of agents that are associated with the call queue, a work schedule. The device may determine a projected call occupancy for the call queue based on the history of call volumes for the call queue and the work schedules; select a subset of agents, among the number of agents that are associated with the call queue, that are not needed to handle calls in the call queue during a time for which projected call occupancy is below a first threshold; and assign tasks, for the time, to the subset of agents.

Call occupancy management

A method may include receiving a call from a caller and determining whether the call has been queued for at least a predetermined period of time. The method may also include interacting with the customer via an interactive voice response unit, in response to determining that the call has been queued for at least the predetermined period of time, to offer a call back service to the customer. The call back service may include a scheduled call back or an immediate type call back when an agent is available. The method may further include receiving, from the customer and via the interactive voice response unit, an indication that the customer would like a call back and queuing the call back.

Contact center call back

A method may include receiving session control protocol messages to establish a session between a workstation and a user device. The session control protocol messages may include context information. The context information may include a browser history associated with the user of the user device. The method may further include establishing the session between the workstation and the user device. Further, the method may include displaying information on a display for an operator of the workstation, wherein the displayed information is based on the received context information.

Growing community of inventors

Land O Lakes, FL, United States of America

Prashant B Desai