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11. 发明申请

WO2014078721A1 PROACTIVE SURVEYS BASED ON CUSTOMER INFORMATION 审中-公开
标题翻译：基于客户信息的主观调查
公开(公告)号：WO2014078721A1
公开(公告)日：2014-05-22
申请号：PCT/US2013/070402
申请日：2013-11-15
申请人： 24/7 CUSTOMER, INC.
发明人： KANNAN, Pallipuram, V. , VIJAYARAGHAVAN, Ravi , ADUSUMILLI, Kranthi, Mitra
IPC分类号： G06Q10/00
CPC分类号： G06Q30/0203
摘要： A context-aware computing system for delivering surveys to a customer. The choice of which survey to send to a customer may be tailored based on a click path (route), customer history, and customer interests. A customer browsing a Web page initiates the survey decision process. A control module selects a survey to send to a customer based on the criteria above and customer intent. Customer responses are then harvested from the Web-based survey.
摘要翻译：用于向客户交付调查的上下文感知计算系统。可以根据点击路径（路线），客户历史和客户兴趣来量身定制发送给客户的调查。浏览网页的客户启动调查决策过程。控制模块根据上述标准和客户意图选择要发送给客户的调查。然后，从基于Web的调查中收集客户回应。

12. 发明申请

WO2014047270A1 METHOD AND APPARATUS FOR PREDICTING INTENT IN IVR USING NATURAL LANGUAGE QUERIES 审中-公开
标题翻译：使用自然语言查询预测IVR中的内容的方法和装置
公开(公告)号：WO2014047270A1
公开(公告)日：2014-03-27
申请号：PCT/US2013/060592
申请日：2013-09-19
申请人： 24/7 CUSTOMER, INC. , SRIVASTAVA, Vaibhav , VIJAYARAGHAVAN, Ravi , DAUTRICOURT, Robin
发明人： SRIVASTAVA, Vaibhav , VIJAYARAGHAVAN, Ravi , DAUTRICOURT, Robin
IPC分类号： G10L17/14
CPC分类号： H04M3/4936 , G06F17/21 , G10L15/005 , G10L15/22 , G10L15/26 , H04M3/5166 , H04M3/523
摘要： An IVR system is disclosed in which customer experience is enhanced by improving the accuracy and intent prediction capabilities of an interactive voice response system. Customers are allowed to make a natural language queries to specify their intent, while the accuracy of traditional IVR systems is maintained by using key features in language along with the customer's past transactions, CRM attributes, and customer segment attributes to identify customer intent.
摘要翻译：公开了一种IVR系统，其中通过提高交互式语音响应系统的准确性和意图预测能力来增强客户体验。允许客户进行自然语言查询以指定其意图，同时通过使用语言中的主要功能以及客户过去的交易，CRM属性和客户细分属性来维护传统IVR系统的准确性，以确定客户意图。

13. 发明申请

WO2014026035A1 METHOD AND APPARATUS FOR INTENT PREDICTION AND PROACTIVE SERVICE OFFERING 审中-公开
标题翻译：用于预测和辅助服务提供的方法和装置
公开(公告)号：WO2014026035A1
公开(公告)日：2014-02-13
申请号：PCT/US2013/054193
申请日：2013-08-08
申请人： 24/7 CUSTOMER, INC. , MONEGAN, Michael , BAUL, Samrat
发明人： MONEGAN, Michael , BAUL, Samrat
IPC分类号： H04M3/00
CPC分类号： H04M3/493 , G06Q30/016 , H04M3/42068 , H04M3/5166 , H04M2203/2038 , H04M2203/551
摘要： An intelligent IVR system identifies a customer based on previous customer interactions. Customer intent is predicted for an ongoing interaction and personalized services are proactively offered to the customer. A self-optimizing algorithm improves intent prediction, customer identity, and customer willingness to engage and use IVR.
摘要翻译：智能IVR系统根据以前的客户互动识别客户。预计客户意图将持续进行互动，并主动向客户提供个性化服务。自我优化算法提高了意图预测，客户身份和客户参与和使用IVR的意愿。

14. 发明申请

WO2013169912A3 PREDICTIVE 411 审中-公开
标题翻译：预测411
公开(公告)号：WO2013169912A3
公开(公告)日：2014-01-23
申请号：PCT/US2013040160
申请日：2013-05-08
申请人： 24 7 CUSTOMER INC , NGUYEN PATRICK , LINDSETH TREY , NGUYEN QUANG
发明人： NGUYEN PATRICK , LINDSETH TREY , NGUYEN QUANG
IPC分类号： G06F17/30
CPC分类号： G06F17/30389 , G06F17/30477 , G06F17/30528 , G06F17/3053 , G06F17/30554 , G06F17/3056 , G06F17/3097 , G06Q10/02 , G06Q10/10 , G06Q10/109 , G06Q10/1095 , G06Q30/02
摘要： A system predicts the intent of a user and proactively offers to perform a query that satisfies that intent. Upon the user's acceptance of the offer, the system begins a search for related information. The system examines such factors as search terms typed or spoken by said user, historical attributes of said user, historical journey attributes of said user, current journey attributes of said user, user location, user movement, current time, user profile, user calendar, user information stored on, or associated with, a device within the user's possession. The system then makes a prediction of any of the user's intent, query category, and issue category. Based upon the results of the system's prediction, a query that is relevant to the user's intent and/or issue categories is presented and, upon the user's command, the results of the search are returned to the user.
摘要翻译：系统预测用户的意图并主动提供执行满足该意图的查询。在用户接受报价后，系统开始搜索相关信息。该系统检查所述用户输入或说出的搜索词，所述用户的历史属性，所述用户的历史旅程属性，所述用户的当前旅程属性，用户位置，用户移动，当前时间，用户简档，用户日历，存储在用户拥有的设备上或与之相关联的用户信息。系统然后对用户的意图，查询类别和问题类别进行预测。基于系统预测的结果，呈现与用户意图和/或问题类别相关的查询，并且根据用户的命令将搜索结果返回给用户。

15. 发明申请

WO2013169916A3 DATA ASSISTANCE APPLICATION FOR MOBILE DEVICES 审中-公开
标题翻译：移动设备的数据助理应用
公开(公告)号：WO2013169916A3
公开(公告)日：2014-01-16
申请号：PCT/US2013040166
申请日：2013-05-08
申请人： 24 7 CUSTOMER INC , ALDECOA KIOMA
发明人： ALDECOA KIOMA
IPC分类号： G06F12/00
CPC分类号： H04W4/20 , H04W4/02 , H04W4/203
摘要： A data assist application allows people to share structured data, and update and/or collaborate in real time. Companies can use embodiments of the invention to send and/or receive structured data. Embodiments of the data assist application work standalone or while a user is talking to a person or a company. In use, information is spread when people share data with non-users. The data are preferably owned and/or controlled by the user and stored on user devices. Further embodiments of the invention integrate with OS-supplied data and third party apps.
摘要翻译：数据辅助应用程序允许人们共享结构化数据，并实时更新和/或协作。公司可以使用本发明的实施例来发送和/或接收结构化数据。数据辅助应用程序的实施方式独立地或者用户正在与个人或公司交谈。在使用中，当用户与非用户共享数据时，信息会传播。数据优选地由用户拥有和/或控制并存储在用户设备上。本发明的其它实施例与OS提供的数据和第三方应用集成。

16. 发明申请

WO2013185076A2 BUSINESS RULES MANAGER 审中-公开
标题翻译：业务规则经理
公开(公告)号：WO2013185076A2
公开(公告)日：2013-12-12
申请号：PCT/US2013044790
申请日：2013-06-07
申请人： 24 7 CUSTOMER INC
发明人： NGUYEN PATRICK
IPC分类号： G06F17/30
CPC分类号： G06F17/30289 , G06F17/30339 , G06Q10/06 , G06Q10/067
摘要： An apparatus and method is provided for creating, updating, and deleting business rules with ease by use of a rule manager. Business rules are represented as tables that map a set of inputs to a set of outputs. Inputs are represented as enumerations with predefined allowable values. All possible unique combinations of values for a given set of inputs are automatically generated, and a business user can then set the outputs for each desired input value combination.
摘要翻译：提供了一种通过使用规则管理器轻松创建，更新和删除业务规则的设备和方法。业务规则表示为将一组输入映射到一组输出的表。输入表示为具有预定义允许值的枚举。自动生成给定输入集合的所有可能唯一的值组合，然后业务用户可以为每个期望的输入值组合设置输出。

17. 发明申请

WO2013169916A2 DATA ASSISTANCE APPLICATION FOR MOBILE DEVICES 审中-公开
标题翻译：移动设备的数据助理应用
公开(公告)号：WO2013169916A2
公开(公告)日：2013-11-14
申请号：PCT/US2013/040166
申请日：2013-05-08
申请人： 24/7 CUSTOMER, INC. , ALDECOA, Kioma
发明人： ALDECOA, Kioma
CPC分类号： H04W4/20 , H04W4/02 , H04W4/203
摘要： A data assist application allows people to share structured data, and update and/or collaborate in real time. Companies can use embodiments of the invention to send and/or receive structured data. Embodiments of the data assist application work standalone or while a user is talking to a person or a company. In use, information is spread when people share data with non-users. The data are preferably owned and/or controlled by the user and stored on user devices. Further embodiments of the invention integrate with OS-supplied data and third party apps.
摘要翻译：数据辅助应用程序允许人们共享结构化数据，并实时更新和/或协作。公司可以使用本发明的实施例来发送和/或接收结构化数据。数据辅助应用程序的实施方式独立地或者用户正在与个人或公司交谈。在使用中，当用户与非用户共享数据时，信息会传播。数据优选地由用户拥有和/或控制并存储在用户设备上。本发明的其它实施例与OS提供的数据和第三方应用集成。

18. 发明申请

WO2013169910A2 METHOD AND APPARATUS FOR ENHANCED IN-STORE RETAIL EXPERIENCE USING LOCATION AWARENESS 审中-公开
标题翻译：使用位置意识增强店内零售体验的方法和装置
公开(公告)号：WO2013169910A2
公开(公告)日：2013-11-14
申请号：PCT/US2013/040157
申请日：2013-05-08
申请人： 24/7 CUSTOMER, INC. , KANNAN, Pallipuram, V. , LINDSETH, Trey , GANGADHARAN, Kumar
发明人： KANNAN, Pallipuram, V. , LINDSETH, Trey , GANGADHARAN, Kumar
IPC分类号： G06Q30/02
CPC分类号： G06Q30/0261
摘要： Embodiments of the invention provide a nexus between a user's presence within or proximate to a brick and mortar store outside of an explicit user transaction within the store, that is based solely upon the user's presence within the store, and not on any affirmative actions taken by the user by maintaining location awareness of the user and by communicating this awareness in real time, as the user moves from location to location, to brick and mortar stores at or near to the user's location. In this way, embodiments of the invention link the user's virtual presence, for example via the Internet, and all of the user-related information that is available for data mining, for example using big data techniques, to the user's physical presence at a physical location to create an enhanced user experience within the physical location in real time.
摘要翻译：本发明的实施例提供了用户在商店内的明确用户交易之外的实体商店内或附近的存在之间的联系，其仅仅基于用户在商店内的存在，而不是基于由商店内的任何肯定行为用户通过维持用户的位置感知，并且当用户从位置移动到实时地传送该意识时，到达用户位置处或附近的实体店。以这种方式，本发明的实施例例如通过因特网将用户的虚拟存在以及可用于数据挖掘的所有与用户相关的信息（例如使用大数据技术）链接到用户在物理上的物理存在位置可实时在物理位置创建增强的用户体验。

19. 发明申请

WO2013163249A1 OPTIMIZING WEB AND MOBILE SELF-SERVE APPS 审中-公开
标题翻译：优化网络和移动自助服务器
公开(公告)号：WO2013163249A1
公开(公告)日：2013-10-31
申请号：PCT/US2013/037903
申请日：2013-04-24
申请人： 24/7 CUSTOMER, INC. , VIJAYARAGHAVAN, Ravi , SRI, R., Mathangi
发明人： VIJAYARAGHAVAN, Ravi , SRI, R., Mathangi
IPC分类号： G06F17/00
CPC分类号： G06Q30/016 , G06Q30/04
摘要： An embodiment of the invention takes advantage of the fact that the intuitive power of a self-serve app lies in constant learning. The app must quickly evolve to predict customer needs and provide the right content to the right customer. In an embodiment, Web and mobile self-serve apps are optimized by leveraging the chat data of drop-off customers from each screen of the app. In an embodiment, self-serve drop-off data is combined with chat data, the customer's identity data and Web log data to provide a powerful source for driving the targeting and content optimization of the app.
摘要翻译：本发明的一个实施例利用了这样的事实，即自助服务应用程序的直观力量在于不断学习。应用程序必须快速演变以预测客户需求，并向正确的客户提供正确的内容。在一个实施例中，通过利用来自应用的每个屏幕的下达客户的聊天数据来优化网络和移动自助服务应用。在一个实施例中，自助放弃数据与聊天数据，客户的身份数据和Web日志数据组合，以提供用于驱动应用的定位和内容优化的强大来源。

20. 发明申请

WO2010085807A1 PREDICTIVE ENGINE FOR INTERACTIVE VOICE RESPONSE SYSTEM 审中-公开
标题翻译：互动语音响应系统的预测引擎
公开(公告)号：WO2010085807A1
公开(公告)日：2010-07-29
申请号：PCT/US2010/022115
申请日：2010-01-26
申请人： 24 / 7 CUSTOMER, INC. , KANNAN, Pallipuram, V. , JAIN, Mohit , VIJAYARAGHAVAN, Ravi
发明人： KANNAN, Pallipuram, V. , JAIN, Mohit , VIJAYARAGHAVAN, Ravi
IPC分类号： H04M1/64
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。

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