39 patents
Utility
Comparing the performance of multiple application versions
1 Aug 23
Comparing the performance of multiple versions or branches/paths of an application (e.g., a web service or application) may be conducted within a suitable computing environment.
Bazyli W. Brzóska, Rafal Jerzy Lindemann
Filed: 14 Jul 21
Utility
Providing fast trigger matching to support business rules that modify customer-support tickets
25 Jul 23
A system and method are provided that automatically update a customer-support ticket in an online customer-support system.
Sanjeev Kumar Biswas, Vancheswaran Koduvayur Ananthanarayanan
Filed: 29 Sep 22
Utility
Dense Retrieval of Document Templates
13 Apr 23
A system and method are provided for supporting dense retrieval of a template (e.g., a document template) for responding to a query or other textual input.
Mariana Sá Correia Leite Almeida, Bruno Emanuel Da Graça Martins, Tiago Manuel Reis Mesquita
Filed: 6 Oct 22
Utility
Split Triggers for Executing Computer Operations
23 Mar 23
One or more computer operations are triggered and executed when multiple sets of conditions that define a split trigger and that are evaluated at multiple locations are satisfied.
Sanjeev Kumar Biswas, Nguyen Truong Khanh, Ang Yi Hong, Sanjaykrishnan Kumar, Arpan Nagdeve
Filed: 23 Sep 21
Utility
Web widget that facilitates telephone calls with customer-support agents and other customer-support services
28 Feb 23
A system and method for providing customer-support services to a user of a website through a web widget.
Barry McGaughey, Anatoly Mikhaylov, Nathan P. Thiesen, Gerard J. Cahill, Anthony Del Ciotto, Daniel Angel Bradford
Filed: 20 Apr 22
Utility
Comparing the Performance of Multiple Application Versions
26 Jan 23
Comparing the performance of multiple versions or branches/paths of an application (e.g., a web service or application) may be conducted within a suitable computing environment.
Bazyli W. Brzóska, Rafal Jerzy Lindemann
Filed: 14 Jul 21
Utility
Providing Fast Trigger Matching to Support Business Rules That Modify Customer-support Tickets
19 Jan 23
A system and method are provided that automatically update a customer-support ticket in an online customer-support system.
Sanjeev Kumar Biswas, Vancheswaran Koduvayur Ananthanarayanan
Filed: 29 Sep 22
Utility
Predicting a Set of Fitted Knowledge Elements
8 Dec 22
A computer-implemented method for predicting knowledge elements in answer to requests for information, and an associated system that processes the information request (1) made using an intermediate predictive model (5) and a knowledge element prediction fit model (8) to generate a set of fitted knowledge elements to prepare an answer, associated with their respective probabilities of use (12), as a suggestion for the preparation of an answer to an information request (15).
MARIANA SÁ CORREIA LEITE DE ALMEIDA, LOURENÇO MARIA CASELLA VAZ PATO, PEDRO LUÍS DE FARIA E COELHO, RICARDO SILVA BARATA, RICARDO MANUEL PAULA MARTINS
Filed: 11 May 22
Utility
Handing off customer-support conversations between a human agent and a bot without requiring code changes
15 Nov 22
A system and methods are provided for passing control of a customer-support conversation among integrations responsible for responding to a customer during the customer-support conversation.
Michael Gozzo, Andrew Lavers, Jean-Philippe J. Joyal, Michael J. Spensieri, François U. Brien, Marc-Antoine Leblond
Filed: 9 Sep 21
Utility
Providing fast trigger matching to support business rules that modify customer-support tickets
8 Nov 22
The disclosed embodiments provide a system that automatically updates a customer-support ticket in an online customer-support system.
Sanjeev Kumar Biswas, Vancheswaran Koduvayur Ananthanarayanan
Filed: 17 Jul 20
Utility
Automatically clustering customer-support requests to form customer-support topics
6 Sep 22
The system obtains a set of tickets representing customer requests for a customer-support ticketing system.
Soon-ee Cheah, Ai-Lien Tran-Cong
Filed: 26 Dec 18
Utility
Web Widget That Facilitates Telephone Calls with Customer-support Agents and Other Customer-support Services
4 Aug 22
A system and method for providing customer-support services to a user of a website through a web widget.
Barry McGaughey, Anatoly Mikhaylov, Nathan P. Thiesen, Gerard J. Cahill, Anthony Del Ciotto, Daniel Angel Bradford
Filed: 20 Apr 22
Utility
Semi-supervised, deep-learning approach for removing irrelevant sentences from text in a customer-support system
26 Jul 22
During operation, the system receives a customer request.
Anh Thien Dinh, Wei Chu, Paul E. Gradie
Filed: 29 Mar 19
Utility
Web widget that facilitates telephone calls with customer-support agents and other customer-support services
24 May 22
A system and method for providing customer-support services to a user of a website through a web widget.
Barry McGaughey, Anatoly Mikhaylov, Nathan P. Thiesen, Gerard J. Cahill, Anthony Del Ciotto, Daniel Angel Bradford
Filed: 29 Mar 21
Utility
Conserving Computer Resources Through Query Termination
28 Apr 22
A query terminator executes within a computing environment featuring multiple applications and/or services that access a shared database, and operates to interrupt, halt, or terminate processes (e.g., queries) that misbehave in order to conserve computing resources.
Jean-François Pascal Topige, Benjamin Quorning, Leon Lucas Teixeira Maia, Kalyan S. Wunnava
Filed: 19 Oct 21
Utility
Facilitating quick evaluation of trigger conditions for business rules that modify customer support tickets
22 Mar 22
When a customer-support ticket is created or updated in an online customer-support system, the system applies a set of triggers, which modify the ticket based on business rules, to the ticket, wherein each trigger performs actions that modify the ticket when conditions for parameters associated with the ticket are satisfied.
Sanjeev Kumar Biswas, Vancheswaran Koduvayur Ananthanarayanan
Filed: 23 Dec 20
Utility
Facilitating Quick Evaluation of Trigger Conditions for Business Rules That Modify Customer Support Tickets
20 Jan 22
When a customer-support ticket is created or updated in an online customer-support system, the system applies a set of triggers, which modify the ticket based on business rules, to the ticket, wherein each trigger performs actions that modify the ticket when conditions for parameters associated with the ticket are satisfied.
Sanjeev Kumar Biswas, Vancheswaran Koduvayur Ananthanarayanan
Filed: 23 Dec 20
Utility
Providing Fast Trigger Matching to Support Business Rules That Modify Customer-support Tickets
20 Jan 22
The disclosed embodiments provide a system that automatically updates a customer-support ticket in an online customer-support system.
Sanjeev Kumar Biswas, Vancheswaran Koduvayur Ananthanarayanan
Filed: 17 Jul 20
Utility
Maintaining Status Information for Customer-support Agents Across Multiple Channels
13 Jan 22
The disclosed embodiments relate to a system that maintains status information for customer-service agents in an online customer-support system.
Elaine O'Carroll, Alberto Gregoris Herrero, Anne H.A. Brouwer, Volkan Akdugan, Chaminda Peiris
Filed: 13 Jul 20
Utility
Handing Off Customer-support Conversations Between a Human Agent and a Bot without Requiring Code Changes
30 Dec 21
A system and methods are provided for passing control of a customer-support conversation among integrations responsible for responding to a customer during the customer-support conversation.
Michael Gozzo, Andrew Lavers, Jean-Philippe J. Joyal, Michael J. Spensieri, François U. Brien, Marc-Antoine Leblond
Filed: 9 Sep 21