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No. Publication Number Title Publication/Patent Number Publication/Patent Number Publication Date Publication Date
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1
US2020311605A1
SYSTEM AND METHOD FOR EXTRACTING AND PARSING FREE TEXT AND AUTOMATING EXECUTION OF DATA ENTRY, DATA RETRIEVAL AND PROCESSES FROM THE EXTRACTED AND PARSED TEXT
Publication/Patent Number: US2020311605A1 Publication Date: 2020-10-01 Application Number: 16/815,494 Filing Date: 2020-03-11 Inventor: Hollander, Gideon   Yadgar, Osher   Assignee: Jacada Ltd.   IPC: G06N20/00 Abstract: A processor executes a process including: retrieving a knowledge article from a knowledgebase, the knowledge article pertaining to an operation performed by an agent and which is to be automated; parsing the knowledge article to extract intents, conditions and instructions from the knowledge article; identifying data referenced in the knowledge article, including fields and screen elements on one or more display screens presented to the agent for performing the operation; and processing the identified data to generate executable code for an execution engine so as to automate the operation.
2
US9961206B1
System and method for adapting real time interactive voice response (IVR) service to visual IVR
Publication/Patent Number: US9961206B1 Publication Date: 2018-05-01 Application Number: 15/389,440 Filing Date: 2016-12-22 Inventor: Toppol, Adi   Hollander, Gideon   Assignee: JACADA LTD.   IPC: H04M3/42 Abstract: An interactive voice response (IVR) system adaptor causes the media player of an IVR system to present a user with a first option to proceed with an audio-only call and a second option to experience a multimedia call including display of visual information on the user device. When the user selects the first option, the proxy IVR interface passes first messages output from the media player to an application server of the IVR system, and passes second messages from the application server to the media player. When the user selects the second option, the IVR system adaptor receives third messages from the user device, translates the third messages into the first messages, passes the first messages to the application server, in response thereto receives the second messages from the application server, converts the second messages to fourth messages, and sends the fourth messages to the user device.
3
US9008288B2
System and method for supporting self service and associated agent-assisted service call routing
Publication/Patent Number: US9008288B2 Publication Date: 2015-04-14 Application Number: 13/850,595 Filing Date: 2013-03-26 Inventor: Hollander, Gideon   Weil, Dany   Richter, Opher   Assignee: Jacada Inc.   IPC: H04M3/51 Abstract: A method and system support an interaction of a user with a self service application via a self service access terminal, which may be a mobile device. The user employs the self service access terminal to navigate a decision tree associated with the self service application. When the user reaches a point in the decision tree which indicates that an agent-assisted service session should be initiated between the user and a human agent, the voice call may be initiated and data associated with the interaction with the self service application is communicated to an agent computer which displays the data to the human agent who handles the voice call. The data may include user data, environmental data, line-of-business data pertaining to the user, and/or data indicating the path on the decision tree which the user traversed prior to the voice call.
4
US8995646B2
System and method for identifying a caller via a call connection, and matching the caller to a user session involving the caller
Publication/Patent Number: US8995646B2 Publication Date: 2015-03-31 Application Number: 13/916,751 Filing Date: 2013-06-13 Inventor: Hollander, Gideon   Du, Toit Christian George   Herlocher, Steven James   Assignee: Jacada Inc.   IPC: H04M3/51 Abstract: A method includes: determining that an agent-assisted service session should be initiated between a user and a human agent at some point after the user has initiated a user session, wherein the user session produces user session data; generating one or more temporary agent access numbers through which a communication channel may be established between the user and the human agent for the agent-initiated session; communicating a selected one or more of the temporary agent access numbers to the user in response to the determination that an agent-assisted service session should be initiated; establishing a communication channel for the agent-assisted session between the user and the human agent via a particular agent access number among the selected one or more temporary agent access numbers; associating the user session data with the agent-assisted session; and communicating the user session data to the human agent in conjunction with the agent-assisted session.
5
US2014369485A1
SYSTEM AND METHOD FOR IDENTIFYING A CALLER VIA A CALL CONNECTION, AND MATCHING THE CALLER TO A USER SESSION INVOLVING THE CALLER
Publication/Patent Number: US2014369485A1 Publication Date: 2014-12-18 Application Number: 13/916,751 Filing Date: 2013-06-13 Inventor: Hollander, Gideon   Du, Toit Christian George   Herlocher, Steven James   Assignee: Jacada Inc.   IPC: H04M3/42 Abstract: A method includes: determining that an agent-assisted service session should be initiated between a user and a human agent at some point after the user has initiated a user session, wherein the user session produces user session data; generating one or more temporary agent access numbers through which a communication channel may be established between the user and the human agent for the agent-initiated session; communicating a selected one or more of the temporary agent access numbers to the user in response to the determination that an agent-assisted service session should be initiated; establishing a communication channel for the agent-assisted session between the user and the human agent via a particular agent access number among the selected one or more temporary agent access numbers; associating the user session data with the agent-assisted session; and communicating the user session data to the human agent in conjunction with the agent-assisted session.
6
US2013251126A1
SYSTEM AND METHOD FOR SUPPORTING SELF SERVICE AND ASSOCIATED AGENT-ASSISTED SERVICE CALL ROUTING
Publication/Patent Number: US2013251126A1 Publication Date: 2013-09-26 Application Number: 13/850,595 Filing Date: 2013-03-26 Inventor: Hollander, Gideon   Weil, Dany   Richter, Opher   Assignee: Jacada Inc.   IPC: H04M3/51 Abstract: A method and system support an interaction of a user with a self service application via a self service access terminal, which may be a mobile device. The user employs the self service access terminal to navigate a decision tree associated with the self service application. When the user reaches a point in the decision tree which indicates that an agent-assisted service session should be initiated between the user and a human agent, the voice call may be initiated and data associated with the interaction with the self service application is communicated to an agent computer which displays the data to the human agent who handles the voice call. The data may include user data, environmental data, line-of-business data pertaining to the user, and/or data indicating the path on the decision tree which the user traversed prior to the voice call.
7
US6836780B1
Method and system for accessing data in legacy applications
Publication/Patent Number: US6836780B1 Publication Date: 2004-12-28 Application Number: 09/551,704 Filing Date: 2000-04-18 Inventor: Opitz, Scott   Elkin, Alex   Assignee: Jacada, Ltd.   IPC: G06F1730 Abstract: A method and apparatus is presented for mapping legacy application data. The mapping process consists of trail recording, mapping, and template creation. In the trail recording phase, user interaction with the legacy application is recorded as a trail. Each trail consists of snapshots of every screen encountered, and all of the keystrokes entered by the user. After trail creation, maps of the legacy application are created by sorting the screen snapshots into screens. The sorting is done according to specific rules that are controlled by the end user. The default rules allocate snapshots according to the number, position, and location of the predefined fields found in the snapshots. Additional tags can be defined of alphanumeric text to help properly identify the screens. Templates are then created to allow direct access to the data found on the screens of the legacy application. Separate templates allow access to static fields and tabular fields. Methods are then defined to access particular data in the legacy application. One or more methods can then be defined as a service, which is compiled into a reusable software component.
8
US6697088B1
Graphical presentation system
Publication/Patent Number: US6697088B1 Publication Date: 2004-02-24 Application Number: 09/067,274 Filing Date: 1998-04-27 Inventor: Hollander, Gideon   Assignee: Jacada, Inc.   IPC: G06F1516 Abstract: A presentation manager accepts standard commands or modified commands from legacy applications to provide text-based and graphic-based user interfaces. The presentation manager efficiently generates graphic-based displays for legacy applications by directly retrieving graphic definitions according to conventional host commands. The presentation manager provides standard host display protocol messaging for text-based clients (e.g., 3270 and 5250 terminals) and provides appropriate protocol messaging for other clients (e.g., graphical user interfaces and JAVA). Methods are provided for determining the protocol supported by a client.