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21. 发明申请

WO2018119254A1 METHOD AND APPARATUS FOR FACILITATING USER CHAT INTERACTIONS 审中-公开
公开(公告)号：WO2018119254A1
公开(公告)日：2018-06-28
申请号：PCT/US2017/067933
申请日：2017-12-21
申请人： 24/7 CUSTOMER, INC.
发明人： MCKAY, Neil , LAZO, Rhetto, Sean
IPC分类号： G06F3/0484
摘要： A computer-implemented method and an apparatus facilitate user chat interactions. A chat widget offering chat-based assistance is displayed on one or more Web pages of an enterprise Website. In response to a user selection of the chat widget, a chat window is displayed at a first predetermined position on a Web page. The chat window is repositioned to a second predetermined position in response to a user input indicative of provisioning of a text input. The repositioning of the chat window enables display of a virtual keyboard. The placement of the chat window and the virtual keyboard enables the user to view a substantial portion of the Web page. The chat window is caused to scroll with the Web page in response to a Web page scroll input provided by the user and slide back to a previous position subsequent to completion of a scroll movement of the Web page.

22. 发明申请

WO2017083554A1 METHOD AND APPARATUS FOR DYNAMICALLY SELECTING CONTENT FOR ONLINE VISITORS 审中-公开
标题翻译：用于动态选择在线访问者的内容的方法和设备
公开(公告)号：WO2017083554A1
公开(公告)日：2017-05-18
申请号：PCT/US2016/061380
申请日：2016-11-10
申请人： 24/7 CUSTOMER, INC.
发明人： CHAKRABORTY, Abir , JOSHI, Prashant
IPC分类号： G06Q10/00
CPC分类号： G06Q30/0255 , G06Q30/0269 , G06Q30/0277 , H04L67/02
摘要： A computer-implemented method and an apparatus dynamically select content for online visitors. The method includes receiving information related to activity of an online visitor on an enterprise interaction channel and identifying channel data related to the activity. A plurality of content pieces capable of being provided to the online visitor during the ongoing journey is identified. A correlation score is computed for each content piece using the channel data to generate a plurality of correlation scores. The plurality of content pieces are rank-ordered by sorting the plurality of correlation scores. A display of at least one content piece is effected during the ongoing journey of the online visitor on the enterprise interaction channel based on the rank-ordering of the plurality of content pieces.
摘要翻译：计算机实现的方法和装置为在线访问者动态选择内容。该方法包括接收与在线访客在企业交互频道上的活动有关的信息并识别与该活动有关的频道数据。识别在旅程中能够提供给在线访问者的多个内容片段。使用频道数据为每个内容片段计算相关性分数以生成多个相关性分数。通过对多个相关分数进行排序来对多个内容片进行排序。基于多个内容片段的等级排序，在在线访问者在企业交互频道上的正在进行的旅程期间，实现至少一个内容片段的显示。

23. 发明申请

WO2016149528A1 SYSTEMS AND METHODS FOR ACQUIRING STRUCTURED INPUTS IN CUSTOMER INTERACTIONS 审中-公开
标题翻译：在客户互动中获得结构化输入的系统和方法
公开(公告)号：WO2016149528A1
公开(公告)日：2016-09-22
申请号：PCT/US2016/022931
申请日：2016-03-17
申请人： 24/7 CUSTOMER, INC.
发明人： ZUVERINK, David, J. , SHEN, Ashley
IPC分类号： G06F15/16 , G06F17/27 , H04M3/00
CPC分类号： G06Q30/0613 , G06F3/0482 , G06F3/04842
摘要： A computer-implemented method and a system facilitate an acquiring of structured inputs from customers in turn-based online interactions. A UI displayed on a customer device and configured to facilitate a turn-based interaction between a customer and an agent facilitates receipt of a free-form textual input entered by the customer. The free-form textual input is indicative of an assistance desired by the customer from the agent. An interactive form including a plurality of questions is displayed within the UI to enable the customer to provide answers to one or more questions in a pre-defined format. At least one reply to be provided to the customer in response to the free-form textual input is determined based on the answers received from the customer for the one or more questions. The at least one reply is displayed within the UI for facilitating provisioning of the assistance desired by the customer.
摘要翻译：计算机实现的方法和系统有助于从基于回合的在线交互中获取客户的结构化输入。在客户设备上显示并被配置为便于客户和代理之间基于回合的交互的UI便于接收由客户输入的自由格式的文本输入。自由形式的文本输入表示客户希望从代理人获得的帮助。在UI中显示包括多个问题的交互式表单，以使客户能够以预定格式提供一个或多个问题的答案。基于对于一个或多个问题从客户接收的答案来确定响应于自由形式的文本输入而向客户提供的至少一个回复。所述至少一个答复显示在所述用户界面内，以便于提供顾客所需的帮助。

24. 发明申请

WO2016130971A1 METHOD AND SYSTEM FOR IMPROVING CUSTOMER EXPERIENCES 审中-公开
标题翻译：改善客户体验的方法和系统
公开(公告)号：WO2016130971A1
公开(公告)日：2016-08-18
申请号：PCT/US2016/017837
申请日：2016-02-12
申请人： 24/7 CUSTOMER, INC.
发明人： CHANG, Andrew , BODELL, Michael , BROWN, Kathy , MONEGAN, Michael
IPC分类号： G06Q30/00
CPC分类号： G06Q30/016
摘要： A computer-implemented method and an apparatus for automatic execution of at least one next action during a customer interaction receives current information related to a customer from at least one device associated with the customer. At least one next action is determined for the customer in response to the received current information. The at least one next action is determined based on the current information and stored past information corresponding to the customer. Further, an automatic execution of the at least one next action is effected on behalf of the customer if the at least one next action satisfies one or more predefined criteria. The at least one next action is executed on a device from among the at least one device associated with the customer.
摘要翻译：在客户交互期间自动执行至少一个下一个动作的计算机实现的方法和装置从与客户相关联的至少一个设备接收与客户相关的当前信息。响应于所接收的当前信息，为客户确定至少一个下一个动作。基于当前信息和存储对应于顾客的过去信息来确定至少一个下一个动作。此外，如果至少一个下一个动作满足一个或多个预定标准，则代表客户执行至少一个下一动作的自动执行。所述至少一个下一个动作在与所述客户相关联的所述至少一个设备中的设备上执行。

25. 发明申请

WO2016077604A1 METHOD AND APPARATUS FOR FACILITATING SPEECH APPLICATION TESTING 审中-公开
标题翻译：促进语音应用测试的方法和设备
公开(公告)号：WO2016077604A1
公开(公告)日：2016-05-19
申请号：PCT/US2015/060417
申请日：2015-11-12
申请人： 24/7 CUSTOMER, INC.
发明人： ALDECOA, Kioma, Valenzuela , ADAGALE, Amul
IPC分类号： G10L15/06
CPC分类号： H04M3/2236 , G10L13/033 , G10L15/01 , G10L15/22 , H04M3/4936 , H04M3/5166
摘要： A computer-implemented method and an apparatus for facilitating speech application testing generate a plurality of test scripts. A test script is generated by initiating a voice call interaction with a speech application including a network of interaction nodes, and repeatedly performing, until a stopping condition is encountered, the steps of, executing the voice call interaction by traversing through interaction nodes until an interaction node requiring a response is encountered, selecting an utterance generation mode, determining a response to be provided corresponding to the interaction node, and providing the response to the speech application. The test script comprises instructions for traversing interaction nodes and for provisioning one or more responses during the course of the voice call interaction. One or more test scripts from among the plurality of test scripts are identified based on a pre-determined objective and provided to a user for facilitating testing of the speech application.
摘要翻译：用于促进语音应用测试的计算机实现的方法和装置产生多个测试脚本。通过发起与包括交互节点的网络的语音应用的语音呼叫交互来产生测试脚本，并且重复地执行直到遇到停止条件的步骤，通过遍历交互节点执行语音呼叫交互直到交互遇到需要响应的节点，选择发话生成模式，确定与交互节点对应的响应，以及向语音应用提供响应。测试脚本包括用于遍历交互节点和用于在语音呼叫交互过程中供应一个或多个响应的指令。基于预定目标来识别来自多个测试脚本中的一个或多个测试脚本，并提供给用户以便于语音应用的测试。

26. 发明申请

WO2014127301A3 CATEGORIZATION OF USER INTERACTIONS INTO PREDEFINED HIERARCHICAL CATEGORIES 审中-公开
标题翻译：用户互动分类到预定的分层分类
公开(公告)号：WO2014127301A3
公开(公告)日：2015-10-29
申请号：PCT/US2014016616
申请日：2014-02-14
申请人： 24 7 CUSTOMER INC
发明人： VIJAYARAGHAVAN RAVI , SRIVASTAVA VAIBHAV , SRI R MATHANGI , HARDENIYA NITIN KUMAR
IPC分类号： G10L15/02
CPC分类号： G06N99/005 , G06F17/30707 , G06N5/02 , G06N5/025 , G06N5/04 , G06N7/005 , G06Q10/10
摘要： User interactions are categorized into predefined hierarchical categories by classifying user interactions, such as queries, during a user interaction session by labeling text data into predefined hierarchical categories, and building a scoring model. The scoring model is then executed on untagged user interaction data to classify the user interactions into either action-based or information- based interactions.
摘要翻译：通过在用户交互会话期间通过将文本数据标记为预定义的分层类别以及建立评分模型来分类用户交互（例如查询）来将用户交互分类为预定义的层次类别。然后，对未标记的用户交互数据执行评分模型，以将用户交互分为基于动作或基于信息的交互。

27. 发明申请

WO2015002979A1 METHOD AND APPARATUS FOR EFFECTING WEB PAGE ACCESS IN A PLURALITY OF MEDIA APPLICATIONS 审中-公开
标题翻译：在多媒体应用中影响网页访问的方法和装置
公开(公告)号：WO2015002979A1
公开(公告)日：2015-01-08
申请号：PCT/US2014/045100
申请日：2014-07-01
申请人： 24/7 CUSTOMER, INC.
发明人： KRISHNAMOORTHY, Prabhakaran
IPC分类号： G06F15/16
CPC分类号： H04L51/046 , G06F17/30899 , H04L51/08 , H04L67/02
摘要： One or more media applications are configured to facilitate Web page access. Such media applications receive a request from a user for access to a Web page. The Web page is retrieved from, for example, one or more Web servers, a file, and so on, and the content of the Web page is displayed within the media application. Display of the Web page content within the media application obviates the need to change applications to view the Web page content. By remaining within the application, a more natural and intuitive technique for inter- user communication is provided.
摘要翻译：一个或多个媒体应用被配置为便于网页访问。这样的媒体应用程序接收用户访问网页的请求。从例如一个或多个Web服务器，文件等检索网页，并且在该媒体应用程序内显示该网页的内容。在媒体应用程序中显示网页内容不需要更改应用程序来查看网页内容。通过保留在应用程序中，提供了一种更自然和直观的用于通信的技术。

28. 发明申请

WO2014197492A1 METHOD AND APPARATUS FOR MANAGING VISITOR INTERACTIONS 审中-公开
标题翻译：管理访客互动的方法和设备
公开(公告)号：WO2014197492A1
公开(公告)日：2014-12-11
申请号：PCT/US2014/040732
申请日：2014-06-03
申请人： 24/7 CUSTOMER, INC.
发明人： SRI, Mathangi , REDDY, Rakesh , KANNAN, Pallipuram, V.
IPC分类号： H04M3/523
CPC分类号： G06Q30/016 , G06Q10/063114
摘要： In accordance with an example embodiment a method and apparatus for managing visitor interactions is provided. The method comprises detecting a website access event corresponding to a visitor. The method further comprises determining, upon detecting the website access event, if an interaction invitation is available from among a maximum number of interaction invitations computed to be offered to visitors for facilitating the visitor interactions with agents. The maximum number of interaction invitations computed based on a number of active agents. The interaction invitation is provided to the visitor if the interaction invitation is determined to be available.
摘要翻译：根据示例实施例，提供了一种用于管理访客交互的方法和装置。该方法包括检测对应于访问者的网站访问事件。所述方法还包括在检测到所述网站访问事件时，确定是否可以从被计算为提供给访问者的最大数量的交互邀请中获得交互邀请，以促进访客与代理人的交互。基于多个活动代理计算的交互邀请的最大数量。如果互动邀请被确定为可用，则向访问者提供交互邀请。

29. 发明申请

WO2014127301A2 CATEGORIZATION OF USER INTERACTIONS INTO PREDEFINED HIERARCHICAL CATEGORIES 审中-公开
标题翻译：用户互动分类到预定的分层分类
公开(公告)号：WO2014127301A2
公开(公告)日：2014-08-21
申请号：PCT/US2014/016616
申请日：2014-02-14
申请人： 24/7 CUSTOMER, INC.
发明人： VIJAYARAGHAVAN, Ravi , SRIVASTAVA, Vaibhav , SRI, R., Mathangi , HARDENIYA, Nitin, Kumar
CPC分类号： G06N99/005 , G06F17/30707 , G06N5/02 , G06N5/025 , G06N5/04 , G06N7/005 , G06Q10/10
摘要： User interactions are categorized into predefined hierarchical categories by classifying user interactions, such as queries, during a user interaction session by labeling text data into predefined hierarchical categories, and building a scoring model. The scoring model is then executed on untagged user interaction data to classify the user interactions into either action-based or information- based interactions.
摘要翻译：通过在用户交互会话期间通过将文本数据标记为预定义的分层类别以及建立评分模型来分类用户交互（例如查询）来将用户交互分类为预定义的层次类别。然后，对未标记的用户交互数据执行评分模型，以将用户交互分为基于动作或基于信息的交互。

30. 发明申请

WO2014116835A3 METHOD AND APPARATUS FOR BUILDING A USER PROFILE FOR PERSONALIZATION USING INTERACTION DATA 审中-公开
公开(公告)号：WO2014116835A3
公开(公告)日：2014-07-31
申请号：PCT/US2014/012760
申请日：2014-01-23
申请人： 24/7 CUSTOMER, INC.
发明人： KANNAN, Pallipuram, V. , VIJAYARAGHAVAN, Ravi , ADUSUMILLI, Kranthi, Mitra
IPC分类号： G06F15/16 , G06F15/18 , G06F17/30
摘要： A user profile is creates, and personalization is provided, by compiling interaction data. The interaction data is compiled to generate a value index or score from a user model. Parameterized data is used to build tools which help decide an engagement strategy and modes of engagement with a user. Several facets relating to the user, such as user behavior, user interests, products bought, intent, chat language, and so on, are compiled to create a user profile based personalization technique. In another embodiment, a unique ID is provided that can be mapped across multiple channels for use by the user to contact various organizations across multiple channels, and thus upgrade the user's experience.

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