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1. 发明申请

US20100138282A1 MINING INTERACTIONS TO MANAGE CUSTOMER EXPERIENCE THROUGHOUT A CUSTOMER SERVICE LIFECYCLE 有权
标题翻译：采购交互管理客户体验通过客户服务生活
公开(公告)号：US20100138282A1
公开(公告)日：2010-06-03
申请号：US12604252
申请日：2009-10-22
申请人： Pallipuram V. KANNAN , Mohit Jain , Ravi Vijayaraghavan , Ponnusamy Sam Albert , Vijayalakshmi Amudhan
发明人： Pallipuram V. KANNAN , Mohit Jain , Ravi Vijayaraghavan , Ponnusamy Sam Albert , Vijayalakshmi Amudhan
IPC分类号： G06F17/30 , G06Q99/00
CPC分类号： G06Q10/06398 , G06Q30/02
摘要： A customer experience is improved through data mining and text mining technologies and that derive insights about a customer by analyzing interactions between the customer and a customer service agent. One or more numerical measurements of customer satisfaction are derived and recommended actions are provided to an agent to enhance the customer experience throughout a customer service lifecycle.
摘要翻译：通过数据挖掘和文本挖掘技术改进了客户体验，并通过分析客户和客户服务代理之间的交互来获得有关客户的洞察。导出客户满意度的一个或多个数值测量，并向代理提供推荐的操作，以增强整个客户服务生命周期中的客户体验。

2. 发明授权

US08396741B2 Mining interactions to manage customer experience throughout a customer service lifecycle 有权
标题翻译：挖掘交互，以在整个客户服务生命周期中管理客户体验
公开(公告)号：US08396741B2
公开(公告)日：2013-03-12
申请号：US12604252
申请日：2009-10-22
申请人： Pallipuram V. Kannan , Mohit Jain , Ravi Vijayaraghavan , Ponnusamy Sam Albert , Vijayalakshmi Amudhan
发明人： Pallipuram V. Kannan , Mohit Jain , Ravi Vijayaraghavan , Ponnusamy Sam Albert , Vijayalakshmi Amudhan
IPC分类号： G06Q10/00
CPC分类号： G06Q10/06398 , G06Q30/02
摘要： A customer experience is improved through data mining and text mining technologies and that derive insights about a customer by analyzing interactions between the customer and a customer service agent. One or more numerical measurements of customer satisfaction are derived and recommended actions are provided to an agent to enhance the customer experience throughout a customer service lifecycle.
摘要翻译：通过数据挖掘和文本挖掘技术改进了客户体验，并通过分析客户和客户服务代理之间的交互来获得有关客户的洞察。导出客户满意度的一个或多个数值测量，并向代理提供推荐的操作，以增强整个客户服务生命周期中的客户体验。

3. 发明申请

US20100191658A1 Predictive Engine for Interactive Voice Response System 审中-公开
标题翻译：互动语音应答系统的预测引擎
公开(公告)号：US20100191658A1
公开(公告)日：2010-07-29
申请号：US12693236
申请日：2010-01-25
申请人： Pallipuram V. Kannan , Mohit Jain , Ravi Vijayaraghavan
发明人： Pallipuram V. Kannan , Mohit Jain , Ravi Vijayaraghavan
IPC分类号： G06Q10/00 , G10L13/00 , G10L15/26
CPC分类号： G06F17/279 , G06Q30/016 , G06Q30/02 , G06Q30/0202 , H04M3/5166 , H04M2203/551
摘要： A customer service issue prediction engine uses one or more models of issue probability. A method of multi-phase customer issue prediction includes a modeling phase, an application phase, and a learning phase. A telephonic interactive voice response (IVR) system predicts customer issues.
摘要翻译：客户服务问题预测引擎使用一个或多个发行概率模型。多阶段客户问题预测的方法包括建模阶段，应用阶段和学习阶段。电话互动语音响应（IVR）系统预测客户问题。

4. 发明授权

US09129290B2 Apparatus and method for predicting customer behavior 有权
标题翻译：用于预测客户行为的装置和方法
公开(公告)号：US09129290B2
公开(公告)日：2015-09-08
申请号：US12392058
申请日：2009-02-24
申请人： Pallipuram V. Kannan , Mohit Jain , Ravi Vijayaraghavan
发明人： Pallipuram V. Kannan , Mohit Jain , Ravi Vijayaraghavan
IPC分类号： G06Q10/00 , G06Q30/02
CPC分类号： G06Q30/02 , G06N7/005 , G06Q10/067 , G06Q30/016 , G06Q30/0202
摘要： A predictive model generator that enhances customer experience, reduces the cost of servicing a customer, and prevents customer attrition by predicting the appropriate interaction channel through analysis of different types of data and filtering of irrelevant data. The model includes a customer interaction data engine for transforming data into a proper format for storage, data warehouse for receiving data from a variety of sources, and a predictive engine for analyzing the data and building models.
摘要翻译：一种预测模型生成器，可增强客户体验，降低客户服务成本，并通过分析不同类型的数据和过滤不相关数据来预测适当的交互渠道，从而防止客户流失。该模型包括用于将数据转换为适当格式的客户交互数据引擎，用于从各种来源接收数据的数据仓库，以及用于分析数据和构建模型的预测引擎。

5. 发明申请

US20090222313A1 APPARATUS AND METHOD FOR PREDICTING CUSTOMER BEHAVIOR 有权
标题翻译：用于预测客户行为的装置和方法
公开(公告)号：US20090222313A1
公开(公告)日：2009-09-03
申请号：US12392058
申请日：2009-02-24
申请人： Pallipuram V. Kannan , Mohit Jain , Ravi Vijayaraghavan
发明人： Pallipuram V. Kannan , Mohit Jain , Ravi Vijayaraghavan
IPC分类号： G06Q10/00 , G06N5/02 , G06F17/30 , G06F17/40 , G06Q50/00
CPC分类号： G06Q30/02 , G06N7/005 , G06Q10/067 , G06Q30/016 , G06Q30/0202
摘要： A predictive model generator that enhances customer experience, reduces the cost of servicing a customer, and prevents customer attrition by predicting the appropriate interaction channel through analysis of different types of data and filtering of irrelevant data. The model includes a customer interaction data engine for transforming data into a proper format for storage, data warehouse for receiving data from a variety of sources, and a predictive engine for analyzing the data and building models.
摘要翻译：一种预测模型生成器，可增强客户体验，降低客户服务成本，并通过分析不同类型的数据和过滤不相关数据来预测适当的交互渠道，从而防止客户流失。该模型包括用于将数据转换为适当格式的客户交互数据引擎，用于从各种来源接收数据的数据仓库，以及用于分析数据和构建模型的预测引擎。

6. 发明申请

US20120023419A1 SLIDER AND HISTORY FIELD FOR SMART CHAT SESSIONS 有权
标题翻译：智能会议的滑动和历史
公开(公告)号：US20120023419A1
公开(公告)日：2012-01-26
申请号：US13107655
申请日：2011-05-13
申请人： Pallipuram V. KANNAN , Mohit Jain
发明人： Pallipuram V. KANNAN , Mohit Jain
IPC分类号： G06F3/01 , G06F15/16
CPC分类号： G06F3/0482 , G06F3/0481 , G06F3/04817 , G06F3/0488 , G06F3/167 , G06Q10/107 , G06Q30/016 , H04L51/04
摘要： A context sensitive slider content area provides a slide out mechanism that is automatically actuated when additional information is needed during a chat session between an agent and a visitor, e.g. where a pre-chat and/or exit form is to be completed. The context sensitive slide out content area also provides problem resolution information to the visitor to help in solving problems, e.g. the top five problems; and also provides a self-service step-by-step wizard. A history section is provided with which the visitor can track back all previous steps carried out within the smart client. A history bar provides an iconic representation of all previous activities. A technique is also disclosed for executing various actions, such as form filling or requests for additional services, in a chat session.
摘要翻译：上下文相关滑块内容区域提供滑出机制，当在代理和访问者之间的聊天会话期间需要附加信息时，自动启动滑动机制。预先聊天和/或退出表单将被完成。上下文敏感滑出内容区域还向访问者提供问题解决信息，以帮助解决问题，例如。前五大问题; 并提供一个自助服务的分步向导。提供历史部分，访问者可以跟踪智能客户端中执行的所有以前的步骤。历史栏提供所有以前活动的标志性代表。还公开了一种用于在聊天会话中执行各种动作的技术，例如表单填写或对附加服务的请求。

7. 发明授权

US07996251B2 System and method for customer requests and contact management 有权
标题翻译：用于客户请求和联系人管理的系统和方法
公开(公告)号：US07996251B2
公开(公告)日：2011-08-09
申请号：US11725328
申请日：2007-03-19
申请人： Pallipuram V. Kannan , Reagan Miller , Mohit Jain
发明人： Pallipuram V. Kannan , Reagan Miller , Mohit Jain
IPC分类号： G06Q90/00 , G06Q99/00
CPC分类号： G06Q30/02 , G06Q10/0631 , G06Q10/06311 , G06Q30/0613 , G06Q30/0625 , G06Q30/0641 , H04M3/523
摘要： A method and a web-based system is provided that enables a customer service center of a company to provide its customers with a choice of different modes for establishing contact with customer service representatives. The different modes of contact are displayed on a single web page. The modes of contact include, but are not limited to call, chat, email and Internet talk. Further, the system provides information regarding the estimated wait time and the less busy time for the modes of contact. In addition, the system and method provide means for conducting a search in a knowledge database for automated responses to queries from customers. The system and method enables the customer to provide feedback for each interaction with the customer service center through the web page. Further, the system and method enable the storage of all interaction between each customer and the customer service center.
摘要翻译：提供了一种方法和基于网络的系统，使公司的客户服务中心能够为客户提供与客户服务代表建立联系的不同模式的选择。不同的联系方式显示在单个网页上。联系方式包括但不限于通话，聊天，电子邮件和互联网聊天。此外，系统提供关于估计的等待时间和接触模式的较短时间的信息。此外，该系统和方法提供了用于在知识数据库中进行搜索以自动响应来自客户的查询的手段。该系统和方法使客户能够通过网页为与客户服务中心的每次互动提供反馈。此外，系统和方法能够存储每个客户和客户服务中心之间的所有交互。

8. 发明授权

US08935619B2 Slider and history field for smart chat sessions 有权
标题翻译：滑块和历史字段用于智能聊天会话
公开(公告)号：US08935619B2
公开(公告)日：2015-01-13
申请号：US13107655
申请日：2011-05-13
申请人： Pallipuram V. Kannan , Mohit Jain
发明人： Pallipuram V. Kannan , Mohit Jain
IPC分类号： G06F3/00 , G06Q10/10 , G06F3/0481 , G06F3/0488
CPC分类号： G06F3/0482 , G06F3/0481 , G06F3/04817 , G06F3/0488 , G06F3/167 , G06Q10/107 , G06Q30/016 , H04L51/04
摘要： A context sensitive slider content area provides a slide out mechanism that is automatically actuated when additional information is needed during a chat session between an agent and a visitor, e.g. where a pre-chat and/or exit form is to be completed. The context sensitive slide out content area also provides problem resolution information to the visitor to help in solving problems, e.g. the top five problems; and also provides a self-service step-by-step wizard. A history section is provided with which the visitor can track back all previous steps carried out within the smart client. A history bar provides an iconic representation of all previous activities. A technique is also disclosed for executing various actions, such as form filling or requests for additional services, in a chat session.
摘要翻译：上下文相关滑块内容区域提供滑出机制，当在代理和访问者之间的聊天会话期间需要附加信息时，自动启动滑动机制。预先聊天和/或退出表单将被完成。上下文敏感滑出内容区域还向访问者提供问题解决信息，以帮助解决问题，例如。前五大问题; 并提供一个自助服务的分步向导。提供历史部分，访问者可以跟踪智能客户端中执行的所有以前的步骤。历史栏提供所有以前活动的标志性代表。还公开了一种用于在聊天会话中执行各种动作的技术，例如表单填写或对附加服务的请求。

9. 发明授权

US08797617B2 Image estimation apparatus, image processing apparatus and computer readable medium 有权
标题翻译：图像估计装置，图像处理装置和计算机可读介质
公开(公告)号：US08797617B2
公开(公告)日：2014-08-05
申请号：US13462298
申请日：2012-05-02
申请人： Ryoko Hashimoto , Koichi Sato , Mohit Jain
发明人： Ryoko Hashimoto , Koichi Sato , Mohit Jain
IPC分类号： G06K15/00 , H04N1/46
CPC分类号： G06K9/2054 , G06K2209/01
摘要： An image estimation apparatus includes: a forming unit that forms a reference frame with a size determined uniquely in accordance with a size of a recording region where an image is recorded; and an estimating unit that estimates a type of a single image based on a size of a bounding frame around the single image and the size of the reference frame formed by the forming unit, the single image being a target of type inference in an image contained in a designation region in a recording region image which is an image indicating the recording region where an image is recorded.
摘要翻译：图像估计装置包括：形成单元，其形成具有根据记录图像的记录区域的尺寸唯一地确定的尺寸的参考帧; 以及估计单元，其基于单个图像周围的边界帧的大小和由形成单元形成的参考帧的大小来估计单个图像的类型，所述单个图像是包含的图像中的类型推断的对象在作为指示记录图像的记录区域的图像的记录区域图像中的指定区域中。

10. 发明授权

US08261206B2 Digital map having user-defined zoom areas 失效
标题翻译：具有用户定义的缩放区域的数字地图
公开(公告)号：US08261206B2
公开(公告)日：2012-09-04
申请号：US12394246
申请日：2009-02-27
申请人： Valerie Monk Bennett , Joseph Robert Cyrus, Jr. , Mohit Jain , Ethan Kary Merrill
发明人： Valerie Monk Bennett , Joseph Robert Cyrus, Jr. , Mohit Jain , Ethan Kary Merrill
IPC分类号： G06F3/048 , G06F3/01
CPC分类号： G06F3/0481 , G06F2203/04806
摘要： Computer hardware logic displays a computer-generated geographic map on a video display through the use of a receiving logic and a zooming logic. The receiving ic detects an input signal for initiating a map zoning mode for an initial computer-generated geographic map. This map zoning mode prevents zooming of the entire initial computer-generated geographic map. The zooming logic zooms a user-selected area on the initial computer-generated geographic map, thus generating a zoom window that displays and overlays an enlarged view of the user-selected area over the initial computer-generated geographic map.
摘要翻译：计算机硬件逻辑通过使用接收逻辑和缩放逻辑在视频显示器上显示计算机生成的地理图。接收ic检测用于启动用于初始计算机生成的地理图的地图分区模式的输入信号。此地图分区模式可防止整个初始计算机生成的地理图的缩放。缩放逻辑缩放初始计算机生成的地理图上的用户选择区域，从而生成缩放窗口，其在初始计算机生成的地理图上显示和叠加用户选择区域的放大视图。

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