AT&T Intellectual Property I, LP

Dell Products Inc.

Sbc Properties, L.p.

At&t Knowledge Ventures, LP

Sbc Technology Resources, Inc.

Sbc Knowledge Ventures, L.p.

At&t Labs, Inc.

Theodore B Pasquale

Robert Randal Bushey

Benjamin Anthony Knott

Kurt M Joseph

John M Martin

Scott H Mills

Kurt Heggland

Gregory W Liddell

Paul J Doczy

James W Miller

Kenneth Clair Musgrave

Timothy C Dearborn

Benedict Tiong Chee Tay

Khang Chian Yong

Vui Khen Thien

Mandy Christina Phelps

James Thomas Miller

Kurt M H Heggland

James T Miller

Plural information handling system interfaces with a display through plural display ports result in selection at the display of a display source that presents display information and a display source selection user interface window. An end user seeking to charge a portable information handling system at a display port, such as a USB Type C port, can plug the portable information handling system into the display without disrupting presentation of display information by another information handling system that is interfaced with the display.

Information handling system display and charger management in multiple device scenarios

A system and method for automated customer feedback allows for automatically collecting and analyzing customer feedback data regarding customer satisfaction and customer task completion with respect to self-service applications and live agents. When contacting a customer service center, customers provide one or more customer tasks. The customers are routed within the customer service center based on the customer task and/or one or more customer characteristics. While interacting with the customer service center, the customers are automatically asked one or more specific survey questions relating to the customers' interaction with the customer service center and the customers' satisfaction levels. The customers provide one or more survey responses to the survey questions. The survey responses are recorded and analyzed in order to modify and update the customer service center and the survey questions in order to increase customer satisfaction and increase customer task completion.

System and method for automated customer feedback

An information handling system status alert system includes an information handling system (IHS). The IHS includes a frame, a processor supported by the frame and a memory module communicatively coupled to the processor. The IHS additionally includes an operational display device coupled with the frame such that the operational display device is viewable from a first side of the frame. Furthermore, the IHS includes a status alert display device coupled with the frame such that the status alert display device is viewable from a second side of the frame, wherein the second side of the frame is substantially opposite the first side of the frame.

Information handling system status alert system

Prioritized user interfaces are disclosed. A user interface may include a menu including a plurality of selectable items displayed in respective menu positions. A menu position of at least one of the plurality of selectable items is assigned based on a prioritization level of the at least one selectable item. The prioritization level is based at least partially on a selection metric for the at least one selectable item. The user interface may also include a menu locator indicating a location of a menu within a multi-level menu structure. The menu locator may include a first indicator of a position within a first level of the multi-level menu structure and a second indicator of a position within a second level of the multi-level menu structure.

Prioritized user interface

A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The customers engage the customer activities while holding in a queue where the customer activities reduce the boredom, frustration, and perceived hold duration associated with holding to speak to a live agent. The customers are offered one or more options of the customer activities to interact with and the system and method monitors the customers' selections and interaction with the customer activities. As agents become available, each customer is transferred to an agent along with information regarding the customer's interaction with a selected customer activity. Upon completion of the interaction between the agent and the customer, the customer has the option to return to the selected customer activity and continue interacting with the selected customer activity.

System and method for providing customer activities while in queue

A system, method and software are described for facilitating transitions between speech-enabled applications employing action-object matrices. In an exemplary embodiment, an automatic call router determines a service agent destination by identifying an action-object combination included in a user utterance. In addition to forwarding the user to the service agent destination, the automatic call router sends one or more aspects of the user utterance to the service agent for use therewith. The service agent may then use aspects of the forwarded information to request further information from the user or to begin performance of a user desired transaction.

System, method and software for transitioning between speech-enabled applications using action-object matrices

A system and method of processing a call at a call center is provided. In a particular embodiment, the method includes receiving the call at the call center, receiving an indication element associated with a call center transaction, retrieving call center transaction data based on the indication element, and generating a sequence of pre-populated call center agent terminal transaction processing screens based on at least a portion of the call center transaction data. In a particular embodiment, a set of prioritized transactions based on likelihood of matching a customer request is disclosed.

Method and system for mapping caller information to call center agent transactions

An interface is provided by creating prompts for the interface. The prompts represent tasks to be accomplished by a user and are obtained based on user input. The prompts are grouped according to relationships, obtained from the user input, among the tasks. The interface is updated based on user feedback. Each of the prompts is designated using user terminology obtained from the user input.

Method and system for automating the creation of customer-centric interfaces

Portable information handling system

A method of designing an interface system that allows users to map the representation of their task directly to the interface. There are three major phases to the Customer-Centric Approach to Interface Design (C-CAID). End-users' tasks are categorized to determine the frequency of reasons or tasks of why users interact with a particular system. These reasons and their relative frequencies are used to design interface options that emphasize the user's task categories. Finally, the customer-centric interface designs are evaluated and compared with existing system interfaces using usability tests with actual users performing the tasks. The results from usability tests are used to pinpoint the task-option combinations that do not work well and which should be revised. Benefits of this customer-centric design are improved systems performance and increased user satisfaction.

Customer-centric interface and method of designing an interface

A method and system for automating the analysis of performance data includes an analysis system automatically analyzing a plurality of performance data sets, a task engine, and a score engine. The task engine allows for the matching of each performance data set with an assigned task for each performance data set and the retrieval of a correct key sequence for each performance data set. The score engine compares the correct key sequence with a recorded key sequence of the performance data set to determine if the assigned task is successfully accomplished. The score engine further calculates one or more response times for each performance data set. The automated analysis of performance data allows for a cost savings, more efficient use of time, and more reliable and consistent performance data analysis results.

Growing community of inventors

Austin, TX, United States of America

Theodore B Pasquale