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:
Jul. 18, 2017
Filed:
Aug. 19, 2015
Applicant:
24/7 Customer, Inc., Campbell, CA (US);
Inventors:
Michael Monegan, Los Osos, CA (US);
Samrat Baul, Union City, CA (US);
Assignee:
24/7 CUSTOMER, INC., Campbell, CA (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 3/493 (2006.01); G06Q 30/00 (2012.01); H04M 3/51 (2006.01); H04M 3/42 (2006.01);
U.S. Cl.
CPC ...
H04M 3/493 (2013.01); G06Q 30/016 (2013.01); H04M 3/5166 (2013.01); H04M 3/42068 (2013.01); H04M 2203/2038 (2013.01); H04M 2203/551 (2013.01);
Abstract
An intelligent IVR system identifies a customer based on previous customer interactions. Customer intent is predicted for an ongoing interaction and personalized services are proactively offered to the customer. A self-optimizing algorithm improves intent prediction, customer identity, and customer willingness to engage and use IVR.