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:
May. 17, 2022
Filed:
Feb. 08, 2021
Incontact Inc., Sandy, UT (US);
Salil Dhawan, Pune, IN;
Ashish Seth, Los Altos, CA (US);
Sebastien Roland Mancel, Danville, CA (US);
Tushar Deshmukh, Pune, IN;
Deepak Tiwari, Daund, IN;
Saiprasad Vyawahare, Akhada Balapur, IN;
Omkar Shrihari Joglekar, Pune, IN;
Mukesh Kumar Agarwal, Pune, IN;
Rahul Vyas, Jodhpur, IN;
INCONTACT INC., Sandy, UT (US);
Abstract
Embodiments described herein provide an optimal communication channel recommendation engine by assessing whether the environment the customer is situated in is conducive to the channel selected by the customer. Specifically, the optimal channel recommendation engine obtains data artifacts indicative of ambient noise, motion, customer sentiment, network quality, customer focus, and/or the like to assess quality of the environment and recommend an optimal channel for the communication between the customer and the call agent. With the recommendation to switch to a different channel, the client component resumes communication with the new channel and retains the context of the interaction.