Jasson W Gilmore

US Patent:

20170155760, Jun 1, 2017

Filed:

Aug 5, 2016

Appl. No.:

15/229444

Inventors:

Grant Aldrich - Thousand Oaks CA, US
Jasson Gilmore - Aliso Viejo CA, US

International Classification:

H04M 3/42
G06Q 10/10
G10L 15/18
H04M 3/22

Abstract:

Methods and systems for automatic phone call tracking and analysis of the content and outcomes of a call are provided. These systems may provide businesses with the ability to track and view analytics of the number and various outcomes of calls, thereby providing up-to-date real-time analysis of the automatically-generated results of client interactions with staff answering the phones. Methods and systems in accordance with the present invention quantitatively and objectively analyze staff performance and marketing return on investment (ROI), and track patient demand across various procedures. This may automatically provide information on the number of calls with various outcomes, e.g., the customer booked an appointment, the customer hung up while on hold, the customer was connected with voicemail, the customer left a message on voicemail, the customer is an existing client, etc. Other automatically-detected aspects of phone call contents are provided.

US Patent:

20170026515, Jan 26, 2017

Filed:

Oct 4, 2016

Appl. No.:

15/285373

Inventors:

Eric F. Bernstein - Gladwyne PA, US
Grant L. ALDRICH - Thousand Oaks CA, US
Jasson GILMORE - Aliso Viejo CA, US

International Classification:

H04M 3/51
G06Q 10/02
G10L 15/08

Abstract:

There is disclosed a method in a data processing system for automatically and accurately determining an outcome of a phone call by using signifiers or audibles as a way to increase accuracy without altering the flow of the conversation. The disclosed method can be used in any call center, such as a high volume call center used in the financial (banking), insurance, rental (hotel or car), ticket sales, and the like. The method comprises receiving voice data of a phone call; transmitting a response communication based on the voice data, wherein the response communication includes at least one audible or signifier; identifying, by at least one processor, the at least one audible or signifier in the response communication; and automatically determining the outcome of the phone call based on the audible or signifier in the response communication. A data processing system and a non-transitory computer-readable medium for storing instructions consistent with the described method are also disclosed.