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1. 发明授权

US08594306B2 Providing information by a contact center 有权
标题翻译：通过联络中心提供信息
公开(公告)号：US08594306B2
公开(公告)日：2013-11-26
申请号：US12716544
申请日：2010-03-03
申请人： Jim Alain Laredo , Gopal Sarma Pingali , Zon-Yin Shae , Kunwadee Sripanidkulchai , Shu Tao , Maja Vukovic
发明人： Jim Alain Laredo , Gopal Sarma Pingali , Zon-Yin Shae , Kunwadee Sripanidkulchai , Shu Tao , Maja Vukovic
IPC分类号： H04M3/00
CPC分类号： H04M3/00
摘要： A method for a contact center to provide information to one or more users in response to one or more inquiries from the one or more users is presented. For example, the method includes accessing, using at least one client adaptor, at least one agent group that includes at least one agent having knowledge regarding the one or more inquiries. The method further includes the at least one agent responding to the one or more inquiries using the at least one client adaptor. The at least one agent group has pre-existing communications infrastructure that is accessed by a computing platform of the contact center using the at least one client adaptor.
摘要翻译：提出了一种用于响应于来自一个或多个用户的一个或多个查询而向一个或多个用户提供信息的联络中心的方法。例如，该方法包括使用至少一个客户端适配器访问至少一个代理组，所述代理组包括至少一个具有关于一个或多个查询的知识的代理。该方法还包括使用至少一个客户端适配器来响应于一个或多个查询的至少一个代理。所述至少一个代理组具有预先存在的通信基础设施，所述通信基础设施使用所述至少一个客户端适配器由所述联络中心的计算平台访问。

2. 发明申请

US20110216897A1 Providing Information by a Contact Center 有权
标题翻译：通过联络中心提供信息
公开(公告)号：US20110216897A1
公开(公告)日：2011-09-08
申请号：US12716544
申请日：2010-03-03
申请人： Jim Alain Laredo , Gopal Sarma Pingali , Zon-Yin Shae , Kunwadee Sripanidkulchai , Shu Tao , Maja Vukovic
发明人： Jim Alain Laredo , Gopal Sarma Pingali , Zon-Yin Shae , Kunwadee Sripanidkulchai , Shu Tao , Maja Vukovic
IPC分类号： H04M3/00
CPC分类号： H04M3/00
摘要： A method for a contact center to provide information to one or more users in response to one or more inquiries from the one or more users is presented. For example, the method includes accessing, using at least one client adaptor, at least one agent group that includes at least one agent having knowledge regarding the one or more inquiries. The method further includes the at least one agent responding to the one or more inquiries using the at least one client adaptor. The at least one agent group has pre-existing communications infrastructure that is accessed by a computing platform of the contact center using the at least one client adaptor.
摘要翻译：提出了一种用于响应于来自一个或多个用户的一个或多个查询而向一个或多个用户提供信息的联络中心的方法。例如，该方法包括使用至少一个客户端适配器访问至少一个代理组，所述代理组包括至少一个具有关于一个或多个查询的知识的代理。该方法还包括使用至少一个客户端适配器来响应于一个或多个查询的至少一个代理。所述至少一个代理组具有预先存在的通信基础设施，所述通信基础设施使用所述至少一个客户端适配器由所述联络中心的计算平台访问。

3. 发明授权

US08639638B2 Enabling a support service to provide automated problem resolution based on real time chat analytics 失效
标题翻译：启用支持服务，根据实时聊天分析提供自动化问题解决
公开(公告)号：US08639638B2
公开(公告)日：2014-01-28
申请号：US13011108
申请日：2011-01-21
申请人： Zon-Yin Shae , Maja Vukovic
发明人： Zon-Yin Shae , Maja Vukovic
IPC分类号： G06F17/21
CPC分类号： G06F17/30637
摘要： An embodiment of the invention directed to a method for resolving a problem detected in a data processing machine includes establishing a chat link between a machine user and a support service agent, for enabling a conversation therebetween. One or more initial messages sent from the user to the agent over the link is analyzed, to generate a goal associated with the detected problem. The goal is applied as an input to an AI planning component, which is operated in response to the goal to produce an initial set of actions for achieving the goal. Messages sent from the user to the agent subsequent to the initial messages are analyzed, and responsive to such analysis, the initial set of actions is selectively changed to an updated set of actions, for use in achieving the goal.
摘要翻译：针对解决在数据处理机器中检测到的问题的方法的本发明的实施例包括在机器用户和支持服务代理之间建立聊天链接，以实现其间的通话。分析从用户通过链路发送到代理的一个或多个初始消息，以产生与检测到的问题相关联的目标。该目标被应用于AI计划组件的输入，AI计划组件响应于为实现目标而产生初始动作集的目的而运行。分析从初始消息之后从用户发送到代理的消息，并且响应于这种分析，初始动作集被选择性地更改为更新的一组动作，以用于实现目标。

4. 发明授权

US08875131B2 Specification of environment required for crowdsourcing tasks 有权
标题翻译：众包业务所需的环境规范
公开(公告)号：US08875131B2
公开(公告)日：2014-10-28
申请号：US12949175
申请日：2010-11-18
申请人： Zon-Yin Shae , Maja Vukovic
发明人： Zon-Yin Shae , Maja Vukovic
IPC分类号： G06F9/455 , G06Q10/06
CPC分类号： G06F9/45558 , G06F2009/45562 , G06Q10/063112
摘要： Embodiments of the invention are associated with crowdsourcing, wherein a computing environment comprising all of the tools and other resources required to perform a specified task can be made available to all prospective participants, as a virtual machine image. One embodiment of the invention is directed to a method associated with a particular task that is provided by a task requester, wherein the particular task is to be performed by means of a crowdsourcing process. The method comprises the steps of selecting a plurality of participants, wherein each participant of the plurality is qualified to perform the particular task, and specifying a computing environment that comprises a set of resources, wherein each resource is required to perform the particular task. A virtual machine image that contains each of the resources of the set is constructed, and is then made available for use by each selected participant of the plurality.
摘要翻译：本发明的实施例与众包相关联，其中包括执行指定任务所需的所有工具和其他资源的计算环境可以作为虚拟机映像提供给所有预期参与者。本发明的一个实施例涉及与由任务请求者提供的特定任务相关联的方法，其中特定任务将通过众包进程来执行。所述方法包括以下步骤：选择多个参与者，其中所述多个参与者中的每个参与者被限定为执行所述特定任务，以及指定包括一组资源的计算环境，其中需要执行所述特定任务的每个资源。构成包含集合的每个资源的虚拟机映像，然后使其可供每个所选择的多个参与者使用。

5. 发明申请

US20120191629A1 Enabling a Support Service to Provide Automated Problem Resolution Based on Real Time Chat Analytics 失效
标题翻译：启用支持服务，根据实时聊天分析提供自动解决问题
公开(公告)号：US20120191629A1
公开(公告)日：2012-07-26
申请号：US13011108
申请日：2011-01-21
申请人： Zon-Yin Shae , Maja Vukovic
发明人： Zon-Yin Shae , Maja Vukovic
IPC分类号： G06F17/21
CPC分类号： G06F17/30637
摘要： An embodiment of the invention directed to a method for resolving a problem detected in a data processing machine includes establishing a chat link between a machine user and a support service agent, for enabling a conversation therebetween. One or more initial messages sent from the user to the agent over the link is analyzed, to generate a goal associated with the detected problem. The goal is applied as an input to an AI planning component, which is operated in response to the goal to produce an initial set of actions for achieving the goal. Messages sent from the user to the agent subsequent to the initial messages are analyzed, and responsive to such analysis, the initial set of actions is selectively changed to an updated set of actions, for use in achieving the goal.
摘要翻译：针对解决在数据处理机器中检测到的问题的方法的本发明的实施例包括在机器用户和支持服务代理之间建立聊天链接，以实现其间的通话。分析从用户通过链路发送到代理的一个或多个初始消息，以产生与检测到的问题相关联的目标。该目标被应用于AI计划组件的输入，AI计划组件响应于为实现目标而产生初始动作集的目的而运行。分析从初始消息之后从用户发送到代理的消息，并且响应于这种分析，初始动作集被选择性地更改为更新的一组动作，以用于实现目标。

6. 发明申请

US20120131572A1 Method for Specification of Environment Required for Crowdsourcing Tasks 有权
标题翻译：众包任务规定环境的方法
公开(公告)号：US20120131572A1
公开(公告)日：2012-05-24
申请号：US12949175
申请日：2010-11-18
申请人： Zon-Yin Shae , Maja Vukovic
发明人： Zon-Yin Shae , Maja Vukovic
IPC分类号： G06F9/455
CPC分类号： G06F9/45558 , G06F2009/45562 , G06Q10/063112
摘要： Embodiments of the invention are associated with crowdsourcing, wherein a computing environment comprising all of the tools and other resources required to perform a specified task can be made available to all prospective participants, as a virtual machine image. One embodiment of the invention is directed to a method associated with a particular task that is provided by a task requester, wherein the particular task is to be performed by means of a crowdsourcing process. The method comprises the steps of selecting a plurality of participants, wherein each participant of the plurality is qualified to perform the particular task, and specifying a computing environment that comprises a set of resources, wherein each resource is required to perform the particular task. A virtual machine image that contains each of the resources of the set is constructed, and is then made available for use by each selected participant of the plurality.
摘要翻译：本发明的实施例与众包相关联，其中包括执行指定任务所需的所有工具和其他资源的计算环境可以作为虚拟机映像提供给所有预期参与者。本发明的一个实施例涉及与由任务请求者提供的特定任务相关联的方法，其中特定任务将通过众包进程来执行。所述方法包括以下步骤：选择多个参与者，其中所述多个参与者中的每个参与者被限定为执行所述特定任务，以及指定包括一组资源的计算环境，其中需要执行所述特定任务的每个资源。构成包含集合的每个资源的虚拟机映像，然后使其可供每个所选择的多个参与者使用。

7. 发明申请

US20130066961A1 AUTOMATED CROWDSOURCING TASK GENERATION 审中-公开
标题翻译：自动化的业务任务生成
公开(公告)号：US20130066961A1
公开(公告)日：2013-03-14
申请号：US13228162
申请日：2011-09-08
申请人： Vijay K. Naik , Zon-Yin Shae , Maja Vukovic
发明人： Vijay K. Naik , Zon-Yin Shae , Maja Vukovic
IPC分类号： G06F15/16
CPC分类号： G06Q10/10
摘要： An embodiment of the invention automatically generates for a crowdsourcing procedure to achieve a goal. A first template pertaining to the prespecified goal is constructed, and provides a specified context and set of rules, and is associated with one or more data repositories. The first template is used to generate first level tasks, wherein a given first level task is completed by selecting a single object from a repository of objects, and then performing an operation requiring information from the single object. The first template is used further to generate second level tasks, a given second level task being completed by selecting a plurality of objects from the same or from different repositories, and then performing a single operation requiring information supplied by respective objects. The given second level task is submitted to the crowdsourcing procedure for execution.
摘要翻译：本发明的实施例自动生成用于众包流程以实现目标。构建与预定目标相关的第一个模板，并提供指定的上下文和一组规则，并与一个或多个数据存储库相关联。第一个模板用于生成第一级任务，其中通过从对象库中选择单个对象，然后执行需要来自单个对象的信息的操作来完成给定的第一级任务。进一步使用第一模板来生成第二级任务，通过从相同或不同的存储库中选择多个对象，然后执行需要由各个对象提供的信息的单个操作来完成给定的第二级任务。给定的二级任务被提交到众包流程执行。

8. 发明授权

US08892709B2 Early generation of service requests 有权
标题翻译：早期的服务请求
公开(公告)号：US08892709B2
公开(公告)日：2014-11-18
申请号：US13224128
申请日：2011-09-01
申请人： Mark E. Podlaseck , Larisa Shwartz , Maja Vukovic
发明人： Mark E. Podlaseck , Larisa Shwartz , Maja Vukovic
IPC分类号： G06F15/173 , G06F17/30 , G06Q10/10
CPC分类号： G06F17/30 , G06Q10/107 , G06Q10/109
摘要： A method, data processing system, and computer program product for managing services. A computer identifies information in a number of discussions in a discussion forum. The computer determines that the information is associated with a service. The computer then generates a new request for the service in an absence of a current request for the service.
摘要翻译：一种管理服务的方法，数据处理系统和计算机程序产品。计算机在讨论论坛中的许多讨论中识别信息。计算机确定信息与服务相关联。然后，计算机在没有针对服务的当前请求的情况下生成针对服务的新请求。

9. 发明申请

US20130179226A1 AUTOMATED TASK PRICING IN CROWDSOURCING MARKETPLACES 审中-公开
标题翻译：自动化在市场营销中的任务定价
公开(公告)号：US20130179226A1
公开(公告)日：2013-07-11
申请号：US13346000
申请日：2012-01-09
申请人： Samuel S. Adams , Rajarshi Das , Maja Vukovic
发明人： Samuel S. Adams , Rajarshi Das , Maja Vukovic
IPC分类号： G06Q30/02
CPC分类号： G06Q30/02
摘要： Illustrative embodiments disclose pricing tasks by receiving a request comprising a task and a description of the task and then identifying the type of task based on the description. A pricing module retrieves a condition in a marketplace associated with the type and selects a strategy for pricing based on a rule for the type. The module then generates a price for the task using the strategy, and it adjusts the price based on the condition.
摘要翻译：说明性实施例通过接收包括任务和任务描述的请求来公开定价任务，然后基于描述来识别任务的类型。定价模块检索与类型相关联的市场中的条件，并根据类型的规则选择定价策略。该模块然后使用策略为任务生成价格，并根据条件调整价格。

10. 发明授权

US08478624B1 Quality of records containing service data 失效
公开(公告)号：US08478624B1
公开(公告)日：2013-07-02
申请号：US13551277
申请日：2012-07-17
申请人： John A. Bivens , Valentina Salapura , Maja Vukovic
发明人： John A. Bivens , Valentina Salapura , Maja Vukovic
IPC分类号： G06Q10/10
CPC分类号： G06Q10/06395
摘要： An embodiment of the invention, directed to assessing quality of recorded service data, comprises the step of receiving a record containing service data at a service record evaluator. The method further comprises selecting at least one information field of a plurality of information fields contained in the received record, and determining a numerical quality score for each selected information field. Each of the quality scores is used to compute a cumulative quality score for the record, and it is determined whether the cumulative quality score is no less than a minimum quality threshold.

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