The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Feb. 05, 2019
Filed:
Sep. 20, 2013
Applicant:
[24]7.ai, Inc., San Jose, CA (US);
Inventors:
Pallipuram V. Kannan, Los Gatos, CA (US);
Ravi Vijayaraghavan, Bangalore, IN;
Assignee:
[24]7.AI, Inc., San Jose, CA (US);
Attorney:
Primary Examiner:
Assistant Examiner:
Int. Cl.
CPC ...
H04M 3/51 (2006.01); H04M 7/00 (2006.01); H04L 12/18 (2006.01); H04L 12/58 (2006.01); H04L 29/06 (2006.01); H04M 3/00 (2006.01); G06F 3/00 (2006.01); G06Q 30/00 (2012.01);
U.S. Cl.
CPC ...
H04L 65/403 (2013.01); H04L 12/1827 (2013.01); H04L 51/04 (2013.01); H04M 3/5166 (2013.01); H04M 3/5191 (2013.01); H04L 12/1822 (2013.01); H04M 7/003 (2013.01);
Abstract
A method and apparatus for a computer-implemented technique for maximizing customer satisfaction and first call resolution, including converting telephone calls into online chats, while minimizing cost is provided. Techniques for incorporating analytics as applied to customer data into particular strategies for call deflection, targeting particular individuals to increase chat acceptance rate, and computing a customer's wait time are also provided.