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1. 发明申请

WO2015100362A1 SYSTEMS AND METHODS FOR FACILITATING DIALOGUE MINING 审中-公开
标题翻译：促进对话采矿的系统和方法
公开(公告)号：WO2015100362A1
公开(公告)日：2015-07-02
申请号：PCT/US2014/072232
申请日：2014-12-23
申请人： 24/7 CUSTOMER, INC.
发明人： SETH, Suchana , SINGH, Bhupinder , RAMACHANDRAN, Mathangi , VIJAYARAGHAVAN, Ravi , KANNAN, Pallipuram
IPC分类号： G06F17/27
CPC分类号： G06F17/3064 , G06F17/218 , G06F17/2785 , G06F17/30398 , G06F17/30654 , G06F17/30684 , G06F17/30707 , G06Q10/107 , G06Q30/016 , G06Q30/02 , H04L51/04 , H04L67/10
摘要： The disclosure is related to mining of text to derive information from the text that is useful for a variety of purposes. The text mining process can be implemented in a service oriented industry such as a call center, where a customer and an agent engage in a dialog, e.g., to discuss product/service related issues. The messages in dialogues between the customers and the agents are tagged with features that describe an aspect of the conversation. The text mining process can mine various dialogues and identify a set of features and messages based on prediction algorithms. The identified set of features and messages can be used to infer an intent of a particular customer for contacting the agent, and to generate a recommendation based on the determined intent.
摘要翻译：本公开涉及挖掘文本以从文本中导出可用于各种目的的信息。文本挖掘过程可以在诸如呼叫中心的面向服务的行业中实现，其中客户和代理人参与对话，例如讨论与产品/服务相关的问题。客户和代理之间对话中的消息被标记为描述对话方面的功能。文本挖掘过程可以挖掘各种对话，并基于预测算法识别一组特征和消息。所识别的特征和消息集合可以用于推断特定客户的联系代理的意图，并且基于所确定的意图产生推荐。

2. 发明申请

WO2016145227A1 SYSTEM AND METHOD FOR FACILITATING SOCIAL RECOGNITION OF AGENTS 审中-公开
标题翻译：促进代理社会认可的制度与方法
公开(公告)号：WO2016145227A1
公开(公告)日：2016-09-15
申请号：PCT/US2016/021832
申请日：2016-03-10
申请人： 24/7 CUSTOMER, INC.
发明人： KOTHADIYA, Aditya , KANNAN, Pallipuram
IPC分类号： G06F17/30 , G06Q30/00 , G06Q50/00
CPC分类号： G06Q10/06398 , G06Q30/0282 , G06Q50/01
摘要： A computer-implemented method and a system facilitate social recognition of agents. A first user interface (UI) is presented to a customer on a device in proximity to the customer subsequent to a completion of an interaction of the customer with an agent. The first UI comprises one or more survey questions related to a performance of the agent. A determination of whether the performance of the agent satisfies a predetermined condition is performed based on an input received from the customer in response to the one or more survey questions. A second UI is presented to the customer to request the customer to provide an endorsement for the agent if the performance of the agent satisfies the predetermined condition. A posting of the endorsement on one or more social media profiles of the agent is effected upon receiving the endorsement for the agent from the customer.
摘要翻译：计算机实现的方法和系统促进代理人的社会认可。在客户与代理的交互完成之后，第一用户界面（UI）被呈现给位于客户附近的设备上的客户。第一个UI包括与代理的性能相关的一个或多个调查问题。基于根据一个或多个调查问题从客户接收的输入，执行代理的性能是否满足预定条件的确定。如果代理的性能满足预定条件，则向客户呈现第二UI，以请求客户为代理提供认可。在代理人的一个或多个社交媒体简报上签发的背书是在从客户接收到代理人的认可后实现的。

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