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:
Mar. 19, 2019
Filed:
Mar. 31, 2017
Directly Software, Inc., San Francisco, CA (US);
Eugene Mandel, Sebastopol, CA (US);
Vlad Georgescu, London, GB;
Jeff Patterson, Pleasant Hill, CA (US);
Antony Fenwick Brydon, San Francisco, CA (US);
Jason Fama, San Carlos, CA (US);
Scott Golubock, Morgan Hill, CA (US);
Jean Tessier, San Francisco, CA (US);
Stephen Hsu, San Francisco, CA (US);
Directly Software, Inc., San Francisco, CA (US);
Abstract
In a crowd sourcing approach, responses to customer service inquiries are provided by routing the inquiries to an independent group of experts. Machine learning based systems are used in combination with contact center staff and/or the independent experts to resolve the customer service inquiries. The AI based systems can be configured to determine which of the customer service inquiries should be routed to the independent experts, and/or to generate content for inclusion in responses to the customer service inquiries. The machines systems are optionally trained based on scored responses to prior customer service inquiries. These scored responses can include content provided by a machine learning system and/or a human expert.