Aliza D Carpio

US Patent:

8452772, May 28, 2013

Filed:

Aug 1, 2011

Appl. No.:

13/195830

Inventors:

Aliza D. Carpio - San Diego CA, US
Alan F. Buhler - Encinitas CA, US
Joseph P. Elwell - San Diego CA, US

Assignee:

Intuit Inc. - Mountain View CA

International Classification:

G06F 17/30

US Classification:

707737, 707738, 707739

Abstract:

Disclosed are methods, systems, and articles of manufactures for addressing popular topics in a social sphere. The method or the system continuously monitors conversations in online forum(s), identifies trend(s) of interest, identifies one or more content items that match the trend(s), and delivers the one or more content items to appropriate forum(s). The method or the system may aggregates conversations in a target forum to identify a trend and automatically responds to the trend by identifying and delivering matching existing content items to a target forum. The method or the system may further catalog a newly created content item upon creation and may identify a trend by employing some third-party products or services, by executing one or more Internet bots to monitor the online conversions, or by using trending application(s) offered by forums or social network websites.

US Patent:

20200112638, Apr 9, 2020

Filed:

Dec 6, 2019

Appl. No.:

16/705413

Inventors:

- Mountain View CA, US
Aliza CARPIO - San Diego CA, US
Joseph ELWELL - San Diego CA, US
Damien O'MALLEY - San Diego CA, US

International Classification:

H04M 3/523
G06Q 30/00

Abstract:

An application determines an emotional state of a user based on evaluating facial recognition data of the user captured from the user interacting with the application. The application receives a request from the user to initiate a support call. The request identifies the emotional state of the user. The application predicts, from a set of outcomes of support calls processed by support agents interacting with users having different emotional states, an emotional state that increases a likelihood of achieving a specified outcome for the support call based on the emotional state of the user. The application identifies an available support agent having the predicted emotional state, and assigns the user to interact with the identified support agent for the support call.

US Patent:

20190222694, Jul 18, 2019

Filed:

Mar 20, 2019

Appl. No.:

16/359600

Inventors:

- Mountain View CA, US
Aliza CARPIO - San Diego CA, US
Joseph ELWELL - San Diego CA, US
Damien O'MALLEY - San Diego CA, US

International Classification:

H04M 3/523
G06Q 30/00

Abstract:

An application determines an emotional state of a user based on evaluating facial recognition data of the user captured from the user interacting with the application. The application receives a request from the user to initiate a support call. The request identifies the emotional state of the user. The application predicts, from a set of outcomes of support calls processed by support agents interacting with users having different emotional states, an emotional state that increases a likelihood of achieving a specified outcome for the support call based on the emotional state of the user. The application identifies an available support agent having the predicted emotional state, and assigns the user to interact with the identified support agent for the support call.

US Patent:

20170339276, Nov 23, 2017

Filed:

May 8, 2017

Appl. No.:

15/589520

Inventors:

- Mountain View CA, US
Aliza CARPIO - San Diego CA, US
Joseph ELWELL - San Diego CA, US
Damien O'MALLEY - San Diego CA, US

International Classification:

H04M 3/523

Abstract:

An application determines an emotional state of a user based on evaluating facial recognition data of the user captured from the user interacting with the application. The application receives a request from the user to initiate a support call. The request identifies the emotional state of the user. The application predicts, from a set of outcomes of support calls processed by support agents interacting with users having different emotional states, an emotional state that increases a likelihood of achieving a specified outcome for the support call based on the emotional state of the user. The application identifies an available support agent having the predicted emotional state, and assigns the user to interact with the identified support agent for the support call.