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1. 发明申请

US20210350385A1 ASSISTANCE FOR CUSTOMER SERVICE AGENTS 有权
公开(公告)号：US20210350385A1
公开(公告)日：2021-11-11
申请号：US17317765
申请日：2021-05-11
申请人： T-Mobile USA, Inc.
发明人： James Ellison , Mark Hanson , Joel Werdell , Stephen King , Christopher Mills , Phoebe Parsons , Kasey Snow
IPC分类号： G06Q30/00
摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing assistance for customer service agents are disclosed. In one aspect, a method includes the actions of receiving, by a computing device, customer interaction data that reflects an interaction between a first user and a second user. The actions further include receiving, by the computing device, a customer summary file that reflects characteristics of the first user. The actions further include, based on the customer interaction data and the customer summary file, determining, by the computing device, instructions for the second user to continue interacting with the first user during the interaction between the first user and the second user. The actions further include, based on determining the instructions, providing, for output to the second user, the instructions for the second user to continue interacting with the first user.

2. 发明申请

US20210390491A1 Coach-Assist Controller for Customer Service Representative (CSR) Interactions 有权
公开(公告)号：US20210390491A1
公开(公告)日：2021-12-16
申请号：US17345355
申请日：2021-06-11
申请人： T-Mobile USA, Inc.
发明人： James Ellison , Mark Hanson , Joel Werdell
IPC分类号： G06Q10/06 , G06Q30/02 , G06F9/451 , G10L15/18
摘要： This disclosure describes techniques that allow a coach-assist controller to provide coach support to a customer service representative (CSR) during an ongoing consumer-CSR interaction. The coach-assist controller may intercept a consumer-CSR interaction and generate corresponding interaction data. The coach-assist controller may further analyze the interaction data to infer a current state of the consumer-CSR interaction, and in doing so, determine whether to request coach support for the CSR.

3. 发明申请

US20200162614A1 PREDICTIVE SERVICE FOR SMART ROUTING 审中-公开
公开(公告)号：US20200162614A1
公开(公告)日：2020-05-21
申请号：US16194180
申请日：2018-11-16
申请人： T-Mobile USA, Inc.
发明人： Ryan Yokel , Rudy Bourcelot , James Ellison , Joel Werdell , Robert Stamm
IPC分类号： H04M3/523 , H04L29/06 , H04M3/54 , H04W4/16 , H04W8/18
摘要： Techniques for identifying a likely subject of a user contact with a user support network and routing the user contact to an agent or an application that is determined to have relevant experience with the subject or issue the user is experiencing. To identify a likely subject of the user contact, data is gathered from a user device as well as from secondary user devices located near the user device. Also, data related to network resources the user device is using, history data of a user's previous contacts with the user support network, and account data associated with the user device is also collected. As a result, the user contact is routed to a knowledgeable agent who is likely to resolve the user's issue without further routing or consultation, thus saving network bandwidth, user device resources, agent time, user time, etc.

4. 发明申请

US20230011434A1 CUSTOMER CARE TOPIC COVERAGE DETERMINATION AND COACHING 有权
公开(公告)号：US20230011434A1
公开(公告)日：2023-01-12
申请号：US17370844
申请日：2021-07-08
申请人： T-Mobile USA, Inc.
发明人： Joel Werdell , Mark Hanson , Heather Nolis , Maritza Ramirez , James Ellison
IPC分类号： G06Q30/00 , G06Q10/10 , G06Q10/06 , G06N20/00 , G06F40/40
摘要： A customer who is contacting customer care via a support session regarding a problem is classified into a customer category of multiple customer categories based at least on customer account information of the customer. A customer care topic in a predetermined set of multiple customer care topics that correspond to the problem is then identified via machine learning. A topic script that corresponds to the customer category of the customer for the customer care topic in the predetermined set of customer care topics is further retrieved or generated, in which the topic script includes one or more topic issues related to the customer care topics. The topic script is provided for presentation to a customer service representative (CSR) to prompt the CSR to discuss the one or more topic issues related to the customer care topic with the customer.

5. 发明申请

US20210350384A1 ASSISTANCE FOR CUSTOMER SERVICE AGENTS 有权
公开(公告)号：US20210350384A1
公开(公告)日：2021-11-11
申请号：US17317751
申请日：2021-05-11
申请人： T-Mobile USA, Inc.
发明人： James Ellison , Mark Hanson , Joel Werdell , Stephen King , Christopher Mills , Phoebe Parsons , Kasey Snow
IPC分类号： G06Q30/00 , G06N20/00
摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing assistance for customer service agents are disclosed. In one aspect, a method includes the actions of receiving, by a computing device, customer interaction data that reflects an interaction between a first user and a second user. The actions further include receiving, by the computing device, a customer summary file that reflects characteristics of the first user. The actions further include, based on the customer interaction data and the customer summary file, determining, by the computing device, instructions for the second user to continue interacting with the first user during the interaction between the first user and the second user. The actions further include, based on determining the instructions, providing, for output to the second user, the instructions for the second user to continue interacting with the first user.

6. 发明授权

US10771969B2 Voice control and telecommunications service integration 有权
公开(公告)号：US10771969B2
公开(公告)日：2020-09-08
申请号：US15645458
申请日：2017-07-10
申请人： T-Mobile, USA, Inc.
发明人： James Ellison , Joel Werdell , Robert Stamm
IPC分类号： H04W12/06 , G10L15/22 , G10L17/22 , H04L29/06 , G06F21/32 , H04W12/00
摘要： This disclosure describes techniques that facilitate selectively interacting with a computing resource based on receipt of an incoming voice command. Particularly, a voice control integration system may parse content of an incoming voice command to authenticate an identity of the client, and further determine an intended meaning of the incoming voice command. In doing so, the voice control integration system may interact with a computing resource to perform an action that fulfills a client request. Computing resources may be associated with service providers or client devices of a client. Further, the voice control integration system may authenticate a client identity based on a one or two-factor authentication protocol, of which one may correspond to a biometric analysis of the incoming voice command. Further, a second-factor of the two-factor authentication protocol may be implemented via a voice interaction device, another client device accessible to the client, or a combination of both.

7. 发明申请

US20160335675A1 BINDING SOCIAL ACCOUNT INTERACTIONS TO A MASTER AGNOSTIC IDENTITY 审中-公开
标题翻译：绑定社会账户与主要身份识别的交互
公开(公告)号：US20160335675A1
公开(公告)日：2016-11-17
申请号：US15154873
申请日：2016-05-13
申请人： T-Mobile, USA, Inc.
发明人： Vinay Kshirsagar , James Ellison , Robert Stamm
IPC分类号： G06Q30/02 , H04L29/06
CPC分类号： G06Q30/0269 , G06F16/9535 , G06F21/31 , G06Q30/0276 , G06Q30/0277 , G06Q30/06 , G06Q50/01 , H04L63/0815 , H04L63/0884 , H04L63/102 , H04W12/00503 , H04W12/06
摘要： This disclosure sets forth systems and techniques that integrates social networking services with vendor services, such that a user may directly or indirectly communicate their experience, impression, or intention to a vendor via a user's preferred social networking service. In some examples, the social networking services may facilitate a vendor providing technical service support for a product or service. In other examples, a user may initiate a transaction with the vendor via a preferred social networking service. The user may initiate payment for an outstanding bill, initiate a purchase of vendor products or services, solicit a trade-in estimate for a particular product, query an order status, or initiate a data-allowance transfer to a recipient of a telecommunications vendor. In each of these examples, the user may communicate with a vendor by via social media posts on a social networking services authorized via a vendor platform.
摘要翻译：本公开阐述了将社交网络服务与供应商服务集成的系统和技术，使得用户可以经由用户的首选社交网络服务直接或间接地将其经验，印象或意图传达给供应商。在一些示例中，社交网络服务可以促进供应商为产品或服务提供技术服务支持。在其他示例中，用户可以经由优选的社交网络服务与供应商发起交易。用户可以发起未付账单的支付，开始购买供应商的产品或服务，向特定产品征求买卖估计，查询订单状态，或者向电讯卖方的收件人发起数据补贴转移。在这些示例的每一个中，用户可以通过经由供应商平台授权的社交网络服务上的社交媒体帖子与供应商通信。

8. 发明授权

US11595288B2 Predicting and resolving issues within a telecommunication network 有权
公开(公告)号：US11595288B2
公开(公告)日：2023-02-28
申请号：US16908603
申请日：2020-06-22
申请人： T-Mobile USA, Inc.
发明人： Phi Nguyen , Robert Stamm , James Ellison
IPC分类号： H04L43/16 , H04L41/0654 , H04L43/50 , G06F11/22 , H04L43/06 , H04L41/069
摘要： Disclosed here is a system to automatically predict and resolve issues within a telecommunication network. Initially, the system builds a service registry to store dependence information within the network, which can include software components and hardware components. Various components of the network create logs of their operations. Machine learning models examine the logs and detect any issues. Upon detecting an issue or abnormal event, the system can automatically resolve the issue by determining the most similar issue occurring previously and determining a solution that resolved the previous most similar issue. In addition, the system can propagate the fix to dependent systems and/or notify the dependent systems of the issue.

9. 发明授权

US11528240B2 Real-time integration of machine intelligence into client messaging platforms 有权
公开(公告)号：US11528240B2
公开(公告)日：2022-12-13
申请号：US17473598
申请日：2021-09-13
申请人： T-Mobile USA, Inc.
发明人： Joel Werdell , James Ellison , Robert Stamm
IPC分类号： G06F15/16 , H04L51/046 , H04L51/02 , H04L67/141 , H04W4/14 , H04L51/214
摘要： This disclosure describes techniques that facilitate selectively automating a response to a client request for vendor services based on an intended meaning of the client request, a category of vendor services associated with the client request, and one or more factors such as an urgency index and a health index. The vendor services system may parse audio, text, and image data of a client request to determine an intended meaning. In some examples, the vendor services system may automate a response that resolves the client request, or automate a response that requests additional information from the client device. Alternatively, or additionally, the vendor services system may direct the client request to a vendor representative for further processing. In doing so, the vendor services system may monitor dialogue between the client and vendor representative, and selectively provide the vendor representative with support data that may help resolve the client request.

10. 发明申请

US20210399972A1 PREDICTING AND RESOLVING ISSUES WITHIN A TELECOMMUNICATION NETWORK 有权
公开(公告)号：US20210399972A1
公开(公告)日：2021-12-23
申请号：US16908603
申请日：2020-06-22
申请人： T-Mobile USA, Inc.
发明人： Phi Nguyen , Robert Stamm , James Ellison
IPC分类号： H04L12/26 , H04L12/24 , G06F11/22
摘要： Disclosed here is a system to automatically predict and resolve issues within a telecommunication network. Initially, the system builds a service registry to store dependence information within the network, which can include software components and hardware components. Various components of the network create logs of their operations. Machine learning models examine the logs and detect any issues. Upon detecting an issue or abnormal event, the system can automatically resolve the issue by determining the most similar issue occurring previously and determining a solution that resolved the previous most similar issue. In addition, the system can propagate the fix to dependent systems and/or notify the dependent systems of the issue.

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