Justin Edward Custer

US Patent:

20120316861, Dec 13, 2012

Filed:

Jun 8, 2011

Appl. No.:

13/155953

Inventors:

Justin E. Custer - Broomfield CO, US
Michael P. Duffy - Highland Village TX, US
Frederick T. Lamming - Denver CO, US
Roy Vera - Houston TX, US

International Classification:

G06F 17/28

US Classification:

704 2

Abstract:

Disclosed are systems and methods for performing real-time language translations. These methods include integration of a plurality of modes of communication that can be implemented by both the sender and recipient of the message. Disclosed embodiments translate an incoming message, for example using a plurality of web-based translators. The system selects the preferred translation and transmits at least the preferred translation to the recipient via the recipient's preferred mode of communication. Disclosed embodiments allow the message recipient to change language selections on-the-fly. Disclosed embodiments enable the recipient to view the alternate translations from the plurality of web-based translators and select a translation of choice. The system uses this crowd sourcing information as feedback to improve the method.

US Patent:

20220207538, Jun 30, 2022

Filed:

Dec 20, 2021

Appl. No.:

17/556014

Inventors:

- Denver CO, US
John Eric Bukowski - Denver CO, US
Justin Custer - Denver CO, US
Josh Meyer - Denver CO, US
Dylan Slack - Denver CO, US

International Classification:

G06Q 30/00
G06Q 10/06
G06F 40/279
H04M 3/51
H04L 51/046
H04L 51/00
H04L 51/02

Abstract:

Systems and methods are provided for controlling interactions between customers and agents. One embodiment is a system that includes an interface which receives a request to initiate a conversation. The system also includes a controller that acts as a message broker for the conversation by initiating a message stream between a customer device and an agent device, and records a time from receipt of each customer message to receipt of a corresponding agent response during the message stream. The controller also identifies an issue that the conversation is directed to, adjusts a permitted time period for agent responses based on a complexity of the issue, calculates an effectiveness score for the agent based on a number of agent responses that were provided within the permitted time period, updates a profile for the agent with the effectiveness score, and uses the effectiveness score as criteria for selecting the agent.