IP Library › Granted Patent US 10,897,539
Granted Patent B1
US 10,897,539 · App. 16/671,056 · Granted Jan 19, 2021

Method for visual-based programming of self-service workflow

Inventor: David Falé (San Francisco, CA)
Assignee: TALKDESK INC.
H04M3/5183H04M3/5166H04M2201/42
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Quick Facts
Patent No.
US 10,897,539
App. No.
16/671,056
Granted
Jan 19, 2021
Kind
B1
Abstract

A system is provided that employs visual-based programming for self-service knowledge center and workflow. The visual-based programming employs modularized executable instructions that can be instantiated a graphical element that can be quickly assembled and/or linked to other modularized executable instructions without programming language proficiencies.

Claims (34)

1. A computer implemented method to configure a self-service knowledge center, the method comprising:

generating, by a processor of a first computing device, a graphical user interface for a programming workspace corresponding to the self-service knowledge center, the programming workspace comprising:

one or more user selectable input to add a software module associated with flow of the self-service knowledge center, said software module using statistical data and routing database information for call routing with said flow of the self-service knowledge center, and

one or more software modules to invoke an interaction session request between a user and an agent of a contact center associated with the self-service knowledge center, said one or modules comprising an intent inference module to infer the user's intent from the interaction session.

2. The method of claim 1 further comprising one or more software modules for utilizing user information records for connecting the user to the agent, wherein said agent is selected from a plurality of agents at least in part based on the user information records.

3. The method of claim 2 wherein said agent is selected by the one or more software modules from among a plurality of agents based at least in part on agent skills data.

4. The method of claim 1 wherein said agent is selected by the one or more software modules from among a plurality of agents based at least in part on one or more social networks associated with the user.

5. The method of claim 1 wherein said agent is selected by the one or more software modules from among a plurality of agents based at least in part on a network graph representing user relationships in one or more social networks.

6. The method of claim 1 wherein said agent is selected by the one or more software modules from among a plurality of agents based at least in part on cloud-based third-party data sources.

7. The method of claim 1 wherein the interaction session request comprises a chat messaging interaction or a voice interaction, and wherein the workspace is capable of generating executable code for execution by a web server to host the self-service knowledge center.

8. A system to configure a self-service knowledge center, the system comprising:

a processor; and

a memory having instructions stored thereon, wherein execution of the instructions by the processor cause the processor to:

generate a graphical user interface for a programming workspace corresponding to the self-service knowledge center, the programming workspace comprising:

one or more user selectable input to add a software module associated with flow of the self-service knowledge center, said software module using statistical data and routing database information for call routing with said flow of the self-service knowledge center, and

one or more software modules to invoke an interaction session request between a user and an agent of a contact center associated with the self-service knowledge center, said one or modules comprising an intent inference module to infer the user's intent from the interaction session.

9. The system of claim 8 further comprising one or more software modules for utilizing user information records for connecting the user to the agent, wherein said agent is selected from a plurality of agents at least in part based on the user information records.

10. The system of claim 9 wherein said agent is selected by the one or more software modules from among a plurality of agents based at least in part on agent skills data.

11. The system of claim 8 wherein said agent is selected by the one or more software modules from among a plurality of agents based at least in part on one or more social networks associated with the user.

12. The system of claim 8 wherein said agent is selected by the one or more software modules from among a plurality of agents based at least in part on a network graph representing user relationships in one or more social networks.

13. The system of claim 8 wherein said agent is selected by the one or more software modules from among a plurality of agents based at least in part on cloud-based third-party data sources.

14. The system of claim 8 wherein the interaction session request comprises a chat messaging interaction or a voice interaction, and wherein the workspace is capable of generating executable code for execution by a web server to host the self-service knowledge center.

15. A non-transitory computer-readable medium to configure a self-service knowledge center, the computer-readable medium comprising instructions stored thereon, wherein execution of the instructions by the processor cause the processor to:

generate a graphical user interface for a programming workspace corresponding to the self-service knowledge center, the programming workspace comprising:

one or more user selectable input to add a software module associated with flow of the self-service knowledge center, said software module using statistical data and routing database information for call routing with said flow of the self-service knowledge center, and

one or more software modules to invoke an interaction session request between a user and an agent of a contact center associated with the self-service knowledge center, said one or modules comprising an intent inference module to infer the user's intent from the interaction session.

16. The computer-readable medium of claim 15 further comprising instructions whereby one or more software modules for utilizing user information records for connecting the user to the agent, wherein said agent is selected from a plurality of agents at least in part based on the user information records.

17. The computer-readable medium of claim 16 further comprising instructions whereby said agent is selected by the one or more software modules from among a plurality of agents based at least in part on agent skills data.

18. The computer-readable medium of claim 15 further comprising instructions whereby said agent is selected by the one or more software modules from among a plurality of agents based at least in part on one or more social networks associated with the user.

19. The computer-readable medium of claim 15 further comprising instructions whereby said agent is selected by the one or more software modules from among a plurality of agents based at least in part on a network graph representing user relationships in one or more social networks.

20. The computer-readable medium of claim 15 further comprising instructions whereby:

said agent is selected by the one or more software modules from among a plurality of agents based at least in part on cloud-based third-party data sources;

the interaction session request comprises a chat messaging interaction or a voice interaction; and

the workspace is capable of generating executable code for execution by a web server to host the self-service knowledge center.

Assignments (1)
SECURITY INTEREST Recorded Nov 3, 2022
From: TALKDESK, INC.
To: HSBC BANK USA, N.A.
Reel/Frame 061878/0034 →