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    • 6. 发明授权
    • Method and apparatus for building sales tools by mining data from websites
    • 通过网站挖掘数据建立销售工具的方法和设备
    • US08359307B2
    • 2013-01-22
    • US13088935
    • 2011-04-18
    • Srinivas BangaloreJunlan FengMazin GilbertJay Gordon Wilpon
    • Srinivas BangaloreJunlan FengMazin GilbertJay Gordon Wilpon
    • G06F17/30
    • G06F17/2235G06Q30/02G06Q30/06
    • A website mining tool is disclosed that extracts information from, for example, a company's website and presents the extracted information in a graphical user interface (GUI). In one embodiment, web pages from a website are stored in, for example, computer memory and a structure of the web pages is identified. A plurality of blocks of information is then extracted as a function of this structure and a category is assigned to each block of information. The elements in the blocks of information are then displayed, for example to a salesperson, as a function of these categories. In another embodiment, Document Object Modeling parsing is used to identify the structure of the web pages. In yet another embodiment, a support vector machine is used to categorize each block of information.
    • 公开了一种网站挖掘工具,其提取例如公司网站的信息,并将所提取的信息呈现在图形用户界面(GUI)中。 在一个实施例中,来自网站的网页被存储在例如计算机存储器中,并且识别网页的结构。 然后根据该结构提取多个信息块,并将类别分配给每个信息块。 然后,作为这些类别的函数,将信息块中的元素显示为例如销售人员。 在另一个实施例中,文档对象建模解析用于识别网页的结构。 在另一个实施例中,支持向量机用于对每个信息块进行分类。
    • 10. 发明申请
    • SYSTEM AND METHOD FOR OPTIMIZING RESPONSE HANDLING TIME AND CUSTOMER SATISFACTION SCORES
    • 优化响应处理时间和客户满意度的系统和方法
    • US20120271898A1
    • 2012-10-25
    • US13539896
    • 2012-07-02
    • Srinivas BangaloreMazin Gilbert
    • Srinivas BangaloreMazin Gilbert
    • G06F15/16
    • H04L51/02G06Q10/06G06Q10/06311G06Q10/063112G06Q30/0207G06Q30/0245
    • A system and method disclosed for using and updating a database of template responses for a live agent in response to user communications. The method includes computing an average string distance between each response from a live agent and a template, use to generate the response, modifying the computed average string distance based on a customer satisfaction score associated with each response and selecting a response that minimizes the computed average string distance and maximizes customer satisfaction. Upon receiving a further communication on a certain issue, the system presents a prototype response that has been added to the template database to the live agent for use in generating a response to the further communication that reduces handling time and increases customer satisfaction.
    • 公开了用于响应于用户通信使用和更新活动代理的模板响应的数据库的系统和方法。 该方法包括计算来自活动代理和模板的每个响应之间的平均字符串距离,用于生成响应,基于与每个响应相关联的客户满意度得分修改所计算的平均字符串距离,并且选择使计算出的平均值最小化的响应 弦距,并最大化客户满意度。 在一个特定的问题上接收到进一步的通信之后,系统呈现已经被添加到模板数据库中的实时代理的原型响应,用于产生对进一步通信的响应,这减少了处理时间并提高了客户满意度。