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1. 发明申请

WO2016130971A1 METHOD AND SYSTEM FOR IMPROVING CUSTOMER EXPERIENCES 审中-公开
标题翻译：改善客户体验的方法和系统
公开(公告)号：WO2016130971A1
公开(公告)日：2016-08-18
申请号：PCT/US2016/017837
申请日：2016-02-12
申请人： 24/7 CUSTOMER, INC.
发明人： CHANG, Andrew , BODELL, Michael , BROWN, Kathy , MONEGAN, Michael
IPC分类号： G06Q30/00
CPC分类号： G06Q30/016
摘要： A computer-implemented method and an apparatus for automatic execution of at least one next action during a customer interaction receives current information related to a customer from at least one device associated with the customer. At least one next action is determined for the customer in response to the received current information. The at least one next action is determined based on the current information and stored past information corresponding to the customer. Further, an automatic execution of the at least one next action is effected on behalf of the customer if the at least one next action satisfies one or more predefined criteria. The at least one next action is executed on a device from among the at least one device associated with the customer.
摘要翻译：在客户交互期间自动执行至少一个下一个动作的计算机实现的方法和装置从与客户相关联的至少一个设备接收与客户相关的当前信息。响应于所接收的当前信息，为客户确定至少一个下一个动作。基于当前信息和存储对应于顾客的过去信息来确定至少一个下一个动作。此外，如果至少一个下一个动作满足一个或多个预定标准，则代表客户执行至少一个下一动作的自动执行。所述至少一个下一个动作在与所述客户相关联的所述至少一个设备中的设备上执行。

2. 发明申请

WO2016160978A1 METHOD AND APPARATUS FOR FACILITATING STATELESS REPRESENTATION OF INTERACTION FLOW STATES 审中-公开
标题翻译：促进交互流动状态的无状态表示的方法与装置
公开(公告)号：WO2016160978A1
公开(公告)日：2016-10-06
申请号：PCT/US2016/024995
申请日：2016-03-30
申请人： 24/7 CUSTOMER, INC.
发明人： BODELL, Michael , OSHRY, Matthew , DEVARAPALLI, Ravali
IPC分类号： G06N5/02
CPC分类号： H04L67/142 , G06Q30/016 , H04L51/046 , H04L51/18 , H04L67/146 , H04W4/12
摘要： A computer-implemented method and an apparatus for facilitating stateless representation of interaction flow states associated with customer interactions includes effecting generation of a first uniform resource locator (URL) indicative of a textual input received from a customer during an online interaction. The first URL is configured to identify a state machine and a state within the state machine for facilitating processing of the textual input. An intention of the customer is predicted from the first URL using the state machine and the state within the state machine. At least one next action is determined based on the predicted intention. A second URL including a response to the textual input is generated. The response is determined based on the at least one next action. The second URL is configured to identify a next interaction state for the online interaction. The response is provisioned to the customer during the online interaction.
摘要翻译：用于促进与客户交互相关联的交互流状态的无状态表示的计算机实现的方法和装置包括在在线交互期间实现指示从客户接收的文本输入的第一统一资源定位符（URL）的生成。第一个URL被配置为识别状态机和状态机内的状态，以便于文本输入的处理。使用状态机和状态机内的状态从第一个URL预测客户的意图。基于预测的意图来确定至少一个下一个动作。生成包括对文本输入的响应的第二个URL。响应是基于至少一个下一个动作确定的。第二个URL被配置为识别在线交互的下一个交互状态。在线互动期间，响应将提供给客户。

3. 发明申请

WO2013192551A2 METHOD AND APPARATUS FOR DIVERTING CALLERS TO WEB SESSIONS 审中-公开
标题翻译：将网络电话传送给网络会议的方法和设备
公开(公告)号：WO2013192551A2
公开(公告)日：2013-12-27
申请号：PCT/US2013/047114
申请日：2013-06-21
申请人： 24/7 CUSTOMER, INC. , NGUYEN, Patrick , CHANG, Andrew , KADUDAS, Vedavyas , OSHRY, Matthew , BODELL, Michael , LI, James, Ming , BANDHAUER, John, Philip
发明人： NGUYEN, Patrick , CHANG, Andrew , KADUDAS, Vedavyas , OSHRY, Matthew , BODELL, Michael , LI, James, Ming , BANDHAUER, John, Philip
IPC分类号： H04M3/51
CPC分类号： H04M3/5191 , H04L67/146 , H04M3/5141 , H04M3/5166 , H04M7/0027 , H04W4/20
摘要： A customer support system diverts a customer to an integrated support service to serve the customer better in situations where the use of a single mode of interaction is insufficient. Embodiments of the invention find use where an email or SMS is sent to a customer's smart devices with a link to visual content which helps customer better understand the information.
摘要翻译：客户支持系统将客户转移到综合支持服务，以便在使用单一交互模式不足的情况下更好地为客户服务。本发明的实施例用于将电子邮件或SMS发送到具有可视内容的链接的客户的智能设备，以帮助客户更好地理解信息。

4. 发明公开

EP2864941A2 METHOD AND APPARATUS FOR DIVERTING CALLERS TO WEB SESSIONS 审中-公开
标题翻译： VERFAHREN UND VORRICHTUNG ZUM UMLEITEN VON ANRUFERN在WEBSITZUNGEN
公开(公告)号：EP2864941A2
公开(公告)日：2015-04-29
申请号：EP13807700.3
申请日：2013-06-21
申请人： 24/7 Customer, Inc.
发明人： NGUYEN, Patrick , CHANG, Andrew , KADUDAS, Vedavyas , OSHRY, Matthew , BODELL, Michael , LI, James, Ming , BANDHAUER, John, Philip
IPC分类号： G06Q10/00
摘要： A customer support system diverts a customer to an integrated support service to serve the customer better in situations where the use of a single mode of interaction is insufficient. Embodiments of the invention find use where an email or SMS is sent to a customer's smart devices with a link to visual content which helps customer better understand the information.
摘要翻译：客户支持系统将客户转移到集成支持服务，以便在使用单一交互模式不足的情况下更好地为客户服务。本发明的实施例用于将电子邮件或SMS发送到具有可视内容的链接的客户的智能设备，其帮助客户更好地理解信息。

5. 发明公开

EP3363163A1 METHOD AND APPARATUS FOR RESERVING ZERO-WAIT TIME AGENT INTERACTIONS 审中-公开
公开(公告)号：EP3363163A1
公开(公告)日：2018-08-22
申请号：EP16856116.5
申请日：2016-10-12
申请人： 24/7 Customer, Inc.
发明人： BODELL, Michael , JANDHYALA, Vijay, Kumar , REDDY, Yellu, Madhusudhan
IPC分类号： H04L12/28 , H04M3/51 , H04M3/00
CPC分类号： G06Q10/02 , G06Q10/063114 , G06Q30/016
摘要： A computer-implemented method and an apparatus reserve agents for enabling zero-waiting time agent interactions for customers requiring agent assistance. The method includes determining if a customer requires agent assistance. If it is determined that the customer requires agent assistance, then it is determined whether an agent associated with relevant skill is capable of being reserved for providing assistance to the customer. The determination of reservation of the agent is performed, at least in part, by generating a data structure representation. The agent is reserved for assisting the customer if it is determined that the agent is capable of being reserved for providing assistance to the customer. An offer for assistance is provisioned to the customer on at least one enterprise related interaction channel subsequent to the reservation of the agent. The reservation of the agent provides wait-less customer interaction with the agent upon customer acceptance of the offer.

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