Nuance Communications, Inc.

Vijay R Raman

David Andrew Mauro

Amy E Ulug

David Ardman

Rajeev Agarwal

Muneeb Master

Zulfikar Valli

Stephen Richard Springer

Rakesh Ramadas

William Bridges Smith, Jr

Suresh K Panganamala

Deepali Pathak

David Mauro

Customer service and/or care providers generally have multiple communications channels (i.e., modes of communications, such as an Internet webpage, live agent telephones, Interactive Voice Response (IVR) system) of communication with which a customer may interact with the customer service provider. Currently, customers must select the communications channel by guessing which communications channel would best accommodate the customer's purpose/need for communicating with the customer service provider. In some scenarios, the customer may select the wrong communications channel because the selected channel is not able to service the customer's need. In another scenario, the customer may select a channel that is more cumbersome to service the customer's particular need than another channel of the customer service provider. Embodiments of the present invention provide an interface that integrates the multiple channels of the customer service provider and recommends a channel based on an identification of a customer service need of the customer.

Multi-modal customer care system

A method and an apparatus to disambiguate requests are presented. In one embodiment, the method includes receiving a request for information from a user. Then data is retrieved from a back-end database in response to the request. Based on a predetermined configuration of a disambiguation system and the data retrieved, the ambiguity within the request is dynamically resolved.

Method and an apparatus to disambiguate requests

A system and method enable a designer to design an application using a design tool, deploy the application for execution, and subsequently view statistics related to the execution within the design tool. The designer uses the design tool to create an application flow for the application, and the design tool then generates software code for such application. In generating software code, the design tool inserts markers in the application code that demarks the boundaries between nodes in the application flow. When the application is executed, a log is created in accordance with the markers such that data is logged for nodes traversed during the execution of the application. Using the logged data, statistics are calculated for one or more of the nodes. These statistics are provided to the design tool and, in the preferred embodiment, displayed in conjunction with the application flow in the user interface of the design tool.

System and method for displaying key performance indicators in an application design tool

Growing community of inventors

Pleasanton, CA, United States of America

Vijay R Raman