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1. 发明申请

US20120233258A1 METHOD AND APPARATUS FOR ANALYZING AND APPLYING DATA RELATED TO CUSTOMER INTERACTIONS WITH SOCIAL MEDIA 有权
标题翻译：用于分析和应用与客户与社会媒体相互影响的数据的方法和装置
公开(公告)号：US20120233258A1
公开(公告)日：2012-09-13
申请号：US13461631
申请日：2012-05-01
申请人： Ravi VIJAYARAGHAVAN , Ravi GARIKIPATI , Andrew CHANG , Pallipuram V. KANNAN
发明人： Ravi VIJAYARAGHAVAN , Ravi GARIKIPATI , Andrew CHANG , Pallipuram V. KANNAN
IPC分类号： G06F15/16
CPC分类号： G06Q50/01 , G06F17/30539 , G06Q10/0637 , G06Q30/02
摘要： Embodiments of the invention provide techniques that quantize community interactions with social media to understand and influence consumer experiences.
摘要翻译：本发明的实施例提供了量化与社交媒体的社区互动以了解和影响消费者体验的技术。

2. 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。

3. 发明申请

US20130080362A1 CUSTOMER JOURNEY PREDICTION AND RESOLUTION 有权
标题翻译：客户预测和解决方案
公开(公告)号：US20130080362A1
公开(公告)日：2013-03-28
申请号：US13599974
申请日：2012-08-30
申请人： Andrew CHANG , Pallipuram V. KANNAN
发明人： Andrew CHANG , Pallipuram V. KANNAN
IPC分类号： G06F15/18
CPC分类号： G06Q30/0202 , G06N5/04 , G06N99/005 , G06Q30/0201 , G06Q30/0255 , H04L67/22 , H04L67/306
摘要： Customer journey prediction and resolution is accomplished via a predictive model in which each user is mapped onto all available user journey information corresponding to a specific business. The predictive model is analyzed to understand the characteristics, preferences, and lowest effort resolution for the user related to the services that are subscribed to by the user. The predictive model is analyzed to predict the service or collection of services for each user. Embodiments interact with, provide and receive information from, and react to and/or deliver action to the customer across channels and across services. All customer and system behavior, data, and action is tracked and coordinated and leveraged for continuous feedback and performance improvement.
摘要翻译：客户旅程预测和分辨率通过预测模型完成，其中每个用户被映射到与特定业务相对应的所有可用的用户旅程信息。分析预测模型，以了解与用户订阅的服务相关的用户的特征，偏好和最低工作量分辨率。分析预测模型以预测每个用户的服务或服务的收集。实施例通过渠道和跨服务与客户交互，提供和接收信息，并对客户进行响应和/或提供操作。跟踪和协调所有客户和系统行为，数据和行为，以实现持续的反馈和绩效改进。

4. 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。

5. 发明申请

US20190132451A1 METHOD AND APPARATUS FOR FACILITATING AGENT CONVERSATIONS WITH CUSTOMERS OF AN ENTERPRISE 审中-公开
公开(公告)号：US20190132451A1
公开(公告)日：2019-05-02
申请号：US16174723
申请日：2018-10-30
申请人： Pallipuram V. KANNAN
发明人： Pallipuram V. KANNAN
IPC分类号： H04M3/523
摘要： A method and apparatus for facilitating agent interactions with customers of an enterprise are disclosed. One or more intents corresponding to an input provided by a customer during a conversation with a Virtual Agent (VA) are predicted. A confidence score corresponding to each intent is computed. The confidence score is indicative of an ability of the VA to provide an effective response to the input. The confidence score corresponding to each intent is compared with a predefined threshold score. If the confidence score is less than the predefined threshold score, the conversation is deflected from the VA to a human agent to respond to the input of the customer. The conversation is deflected from the human agent to the VA for a subsequent input if a respective confidence score of at least one intent predicted for the subsequent input is greater than or equal to the predefined threshold score.

6. 发明申请

US20100262549A1 SYSTEM AND METHOD FOR CUSTOMER REQUESTS AND CONTACT MANAGEMENT 有权
标题翻译：客户要求和联系人管理系统与方法
公开(公告)号：US20100262549A1
公开(公告)日：2010-10-14
申请号：US12822097
申请日：2010-06-23
申请人： Pallipuram V. KANNAN , Reagan Miller
发明人： Pallipuram V. KANNAN , Reagan Miller
IPC分类号： G06Q10/00 , G06F15/16 , G06F17/30 , G01C21/00 , G06F3/01
CPC分类号： G06Q30/02 , G06Q10/06311 , G06Q30/016 , G06Q30/0613
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, e-mail 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其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个交互提供反馈。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。

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