logo

For the Inventor, By the Inventor

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.:

US 10582056 B1

PDFFull Text
Date of Patent:
Mar. 03, 2020

Filed:

Apr. 17, 2019

Communication channel customer journey

Applicant:

Callminer, Inc., Waltham, MA (US);

Inventors:

Michael C. Dwyer, Fort Myers, FL (US);

Erik A. Strand, Fort Myers, FL (US);

Scott R. Wolf, Fort Myers, FL (US);

Frank Salinas, Fort Myers, FL (US);

Jeffrey A. Gallino, Lexington, MA (US);

Scott A. Kendrick, Fort Myers, FL (US);

Shaoyu Xue, Valrico, FL (US);

Assignee:

CallMiner, Inc., Waltham, MA (US);

Attorney:

GTC Law Group PC & Affiliates

Primary Examiner:

Phung-Hoang J Nguyen

Int. Cl.
CPC ...
H04M 3/51 (2006.01); G06F 17/27 (2006.01); G10L 25/72 (2013.01); G06F 21/62 (2013.01); G10L 15/26 (2006.01); G10L 15/30 (2013.01); H04M 3/42 (2006.01); G10L 15/02 (2006.01); G10L 15/18 (2013.01); G10L 15/08 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5175 (2013.01); G06F 17/2765 (2013.01); G06F 17/2785 (2013.01); G06F 21/6254 (2013.01); G10L 15/02 (2013.01); G10L 15/1815 (2013.01); G10L 15/26 (2013.01); G10L 15/30 (2013.01); G10L 25/72 (2013.01); H04M 3/42221 (2013.01); H04M 3/5191 (2013.01); G10L 2015/088 (2013.01); H04M 2203/301 (2013.01); H04M 2203/303 (2013.01); H04M 2203/401 (2013.01); H04M 2203/551 (2013.01); H04M 2203/6009 (2013.01);
Abstract

A communication channel customer journey may involve receiving a first communication on a communication channel of a plurality of communication channels, wherein the first communication is associated with a contact, receiving at least one additional communication from the contact, wherein the at least one additional communication is on a same communication channel or is on a different communication channel of the plurality of communication channels, linking the first communication and the at least one additional communication by the contact, wherein linking involves storing information from at least one of a recording, a transcript, a copy of one or more of the first communication and the at least one additional communication, a language characteristic, an acoustic characteristic, a category, and a score, and enabling a user to navigate between all of the stored information for the first communication and the at least one additional communication.

Find Patent Forward Citations

Dwyer, Michael. (2020). Communication channel customer journey (U.S. Patent No. 10582056). U.S. Patent and Trademark Office. https://idiyas.com/patent/badge/10582056

Data source: USPTO (United States Patent and Trademark Office) public patent records. Weekly synchronization. How IDiyas builds this profile

Loading…