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1. 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。

2. 发明申请

US20130060923A1 Early Generation of Service Requests 有权
标题翻译：早期的服务请求
公开(公告)号：US20130060923A1
公开(公告)日：2013-03-07
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
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。

3. 发明申请

US20100042560A1 CONTEXT AWARE SOLUTION ASSEMBLY IN CONTACT CENTER APPLICATIONS 审中-公开
标题翻译：背景知识解决方案组装在联络中心应用
公开(公告)号：US20100042560A1
公开(公告)日：2010-02-18
申请号：US12190157
申请日：2008-08-12
申请人： Maja Vukovic , Gopal Pingali , Mark E. Podlaseck
发明人： Maja Vukovic , Gopal Pingali , Mark E. Podlaseck
IPC分类号： G06F15/18
CPC分类号： G06N5/022
摘要： An apparatus and a method is provided for receiving help requests to solve a problem on a computer, generating a core problem description and retrieving at least one of contextual or environmental parameters associated with the computer. The method also includes assembling a formalized problem description. The method further includes obtaining previously stored formalized solution steps associated with the problem from a database and building a customized solution including context aware solution records that are tagged with at least one of contextual or environmental dependencies. The method also includes transmitting the customized solution to the computer for execution and monitoring the execution of the customized solution.
摘要翻译：提供了一种装置和方法，用于接收帮助请求以解决计算机上的问题，生成核心问题描述和检索与计算机相关联的上下文或环境参数中的至少一个。该方法还包括组合形式化的问题描述。该方法还包括从数据库获得与问题相关联的先前存储的形式化解决方案步骤，并且构建包括利用上下文或环境依赖性中的至少一个标记的上下文感知解决方案记录的定制解决方案。该方法还包括将定制解决方案传输到计算机以执行和监视定制解决方案的执行。

4. 发明申请

US20090083221A1 System and Method for Estimating and Storing Skills for Reuse 审中-公开
标题翻译：估算和存储重复使用技能的系统和方法
公开(公告)号：US20090083221A1
公开(公告)日：2009-03-26
申请号：US11859509
申请日：2007-09-21
申请人： Gopal S. Pingali , Mark E. Podlaseck , Maja Vukovic
发明人： Gopal S. Pingali , Mark E. Podlaseck , Maja Vukovic
IPC分类号： G06F17/30
CPC分类号： G06Q10/06398 , G06Q10/06
摘要： A system and method that automatically estimates and chronicles the skills of an individual creating a database of skills that are dynamically updated, and enables the search and viewing of skills along multiple dimensions and at the desired level of detail. The system also provides the playback or reuse of skills such that best practices may be implemented manually or automatically to resolve current problems, and facilitate training and transitioning of resources in order to effectively optimize workforce management. Further, the system automatically reallocates or makes suggestions for the reallocation of resources to meet service level agreement requirements.
摘要翻译：一种系统和方法，可以自动估计和编制创建一个动态更新技能数据库的个人的技能，并能够在多个维度和所需的细节层面上搜索和查看技能。该系统还提供技能的回放或重用，以便手动或自动实施最佳实践来解决当前的问题，并促进资源的培训和转换，以有效地优化员工队伍管理。此外，系统自动重新分配或重新分配资源以满足服务水平协议要求。

5. 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。

6. 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。

7. 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。

8. 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。

9. 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.

10. 发明申请

US20110258215A1 SOCIAL NETWORK BASED INFORMATION DISCOVERY ABOUT NETWORK DATA PROCESSING SYSTEMS 有权
标题翻译：基于社会网络的信息发现关于网络数据处理系统
公开(公告)号：US20110258215A1
公开(公告)日：2011-10-20
申请号：US12759947
申请日：2010-04-14
申请人： Vijay K. Naik , Maja Vukovic
发明人： Vijay K. Naik , Maja Vukovic
IPC分类号： G06F15/16 , G06F17/30 , G06F3/01
CPC分类号： H04L67/30 , G06Q10/06 , G06Q10/10
摘要： According to one embodiment of the present invention, a method is present for analyzing a network data processing system. Known information about the network data processing system is obtained by a computer system. A model of the network data processing system is created by the computer system using the known information. Missing information about the network data processing system is identified by the computer system in the model of the network data processing system. A number of people is selected by the computer system for obtaining the missing information. A number of requests to the number of people is sent by the computer system for the missing information. Each request includes the model. In response to receiving a number of responses to the number of requests by the computer system, the computer system updates the model.
摘要翻译：根据本发明的一个实施例，存在用于分析网络数据处理系统的方法。关于网络数据处理系统的已知信息由计算机系统获得。网络数据处理系统的模型由计算机系统使用已知信息创建。关于网络数据处理系统的缺失信息由网络数据处理系统模型中的计算机系统识别。计算机系统选择了一些人来获取丢失的信息。计算机系统发送一些针对人数的请求，以获取丢失的信息。每个请求都包含模型。响应于接收到对计算机系统的请求数量的多个响应，计算机系统更新模型。

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