Joel D Werdell

US Patent:

20210350384, Nov 11, 2021

Filed:

May 11, 2021

Appl. No.:

17/317751

Inventors:

- Bellevue WA, US
Mark Hanson - Plano TX, US
Joel Werdell - Seattle WA, US
Stephen King - Seattle WA, US
Christopher Mills - Bellevue WA, US
Phoebe Parsons - Redmond WA, US
Kasey Snow - Renton WA, US

International Classification:

G06Q 30/00
G06N 20/00

Abstract:

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing assistance for customer service agents are disclosed. In one aspect, a method includes the actions of receiving, by a computing device, customer interaction data that reflects an interaction between a first user and a second user. The actions further include receiving, by the computing device, a customer summary file that reflects characteristics of the first user. The actions further include, based on the customer interaction data and the customer summary file, determining, by the computing device, instructions for the second user to continue interacting with the first user during the interaction between the first user and the second user. The actions further include, based on determining the instructions, providing, for output to the second user, the instructions for the second user to continue interacting with the first user.

US Patent:

20210350385, Nov 11, 2021

Filed:

May 11, 2021

Appl. No.:

17/317765

Inventors:

- Bellevue WA, US
Mark Hanson - Plano TX, US
Joel Werdell - Seattle WA, US
Stephen King - Seattle WA, US
Christopher Mills - Bellevue WA, US
Phoebe Parsons - Redmond WA, US
Kasey Snow - Renton WA, US

International Classification:

G06Q 30/00

Abstract:

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing assistance for customer service agents are disclosed. In one aspect, a method includes the actions of receiving, by a computing device, customer interaction data that reflects an interaction between a first user and a second user. The actions further include receiving, by the computing device, a customer summary file that reflects characteristics of the first user. The actions further include, based on the customer interaction data and the customer summary file, determining, by the computing device, instructions for the second user to continue interacting with the first user during the interaction between the first user and the second user. The actions further include, based on determining the instructions, providing, for output to the second user, the instructions for the second user to continue interacting with the first user.

US Patent:

20200351659, Nov 5, 2020

Filed:

Jul 17, 2020

Appl. No.:

16/932534

Inventors:

- Bellevue WA, US
Joel Werdell - Seattle WA, US
Robert Stamm - Sammamish WA, US

International Classification:

H04W 12/06
H04L 29/06
G10L 15/22
G10L 17/22
G06F 21/32

Abstract:

This disclosure describes techniques that facilitate selectively interacting with a computing resource based on receipt of an incoming voice command. Particularly, a voice control integration system may parse content of an incoming voice command to authenticate an identity of the client, and further determine an intended meaning of the incoming voice command. In doing so, the voice control integration system may interact with a computing resource to perform an action that fulfills a client request. Computing resources may be associated with service providers or client devices of a client. Further, the voice control integration system may authenticate a client identity based on a one or two-factor authentication protocol, of which one may correspond to a biometric analysis of the incoming voice command. Further, a second-factor of the two-factor authentication protocol may be implemented via a voice interaction device, another client device accessible to the client, or a combination of both.

US Patent:

20200162614, May 21, 2020

Filed:

Nov 16, 2018

Appl. No.:

16/194180

Inventors:

- Bellevue WA, US
Rudy Bourcelot - Everett WA, US
James Ellison - Issaquah WA, US
Joel Werdell - Seattle WA, US
Robert Stamm - Smmamish WA, US

International Classification:

H04M 3/523
H04L 29/06
H04M 3/54
H04W 4/16
H04W 8/18

Abstract:

Techniques for identifying a likely subject of a user contact with a user support network and routing the user contact to an agent or an application that is determined to have relevant experience with the subject or issue the user is experiencing. To identify a likely subject of the user contact, data is gathered from a user device as well as from secondary user devices located near the user device. Also, data related to network resources the user device is using, history data of a user's previous contacts with the user support network, and account data associated with the user device is also collected. As a result, the user contact is routed to a knowledgeable agent who is likely to resolve the user's issue without further routing or consultation, thus saving network bandwidth, user device resources, agent time, user time, etc.

US Patent:

20200074476, Mar 5, 2020

Filed:

Aug 29, 2019

Appl. No.:

16/556131

Inventors:

- Bellevue WA, US
Joel Werdell - Seattle WA, US
Robert Stamm - Seattle WA, US
Phi Nguyen - Bellevue WA, US

International Classification:

G06Q 30/00
G06N 20/00

Abstract:

A customer care system that uses machine learning to surface relevant information for resolving customer issues regarding cellular network service is provided. The system receives a set of incoming data that includes current information of a cellular network. The system applies the set of incoming data as input to a machine learning model to produce a set of predicted conclusions. The machine learning model is trained by using one or more sets of orthogonal datasets that includes historical information of the cellular network. The system maps the set of predicted conclusions to a remedial action and performs the remedial action to effectuate a change in the cellular network.

US Patent:

20180014189, Jan 11, 2018

Filed:

Jul 10, 2017

Appl. No.:

15/645458

Inventors:

- Bellevue WA, US
Joel Werdell - Seattle WA, US
Robert Stamm - Sammamish WA, US

International Classification:

H04W 12/06
G10L 15/22
G10L 17/22
H04L 29/06

Abstract:

This disclosure describes techniques that facilitate selectively interacting with a computing resource based on receipt of an incoming voice command. Particularly, a voice control integration system may parse content of an incoming voice command to authenticate an identity of the client, and further determine an intended meaning of the incoming voice command. In doing so, the voice control integration system may interact with a computing resource to perform an action that fulfills a client request. Computing resources may be associated with service providers or client devices of a client. Further, the voice control integration system may authenticate a client identity based on a one or two-factor authentication protocol, of which one may correspond to a biometric analysis of the incoming voice command. Further, a second-factor of the two-factor authentication protocol may be implemented via a voice interaction device, another client device accessible to the client, or a combination of both.