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 11782940 B1

PDFFull Text
Date of Patent:
Oct. 10, 2023

Filed:

Oct. 21, 2021

System and method for identifying similar queries by a customer on different digital channels in a multichannel contact center

Applicant:

Incontact Inc., Sandy, UT (US);

Inventors:

Rahul Vyas, Jodhpur, IN;

Salil Dhawan, Pune, IN;

Assignee:

INCONTACT INC., Sandy, UT (US);

Attorneys:

Sharone Godesh

Daniel Schatz

Soroker-Agmon-Nordman

Primary Examiner:

Baoquoc N To

Int. Cl.
CPC ...
G06F 16/24 (2019.01); G06F 16/2458 (2019.01); G06F 16/2452 (2019.01); H04M 3/51 (2006.01); G06F 40/30 (2020.01);
U.S. Cl.
CPC ...
G06F 16/2474 (2019.01); G06F 16/24522 (2019.01); G06F 40/30 (2020.01); H04M 3/5183 (2013.01);
Abstract

A computerized-method for improving queries operation in a multichannel contact center is provided herein. The computerized-method includes: (i) operating a stream processing application for each new query of a customer to store query-related data and to identify one or more queries of the customer in a cloud-contact data store. The cloud-contact data store may have one or more interactions-queue types, when one or more queries have been identified: (a) operating a repetition module on the identified one or more queries of the customer to filter out two or more queries having a common query-topic; (b) operating a Natural Language Understanding (NLU) module on the filtered two or more queries having a common topic to identify two or more identical queries. Each query of the identified two or more identical queries have a unique query identification number; and (c) handling the two or more identical.

Find Patent Forward Citations

Vyas, Rahul. (2023). System and method for identifying similar queries by a customer on different digital channels in a multichannel contact center (U.S. Patent No. 11782940). U.S. Patent and Trademark Office. https://idiyas.com/patent/badge/11782940

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

Loading…