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1. 发明申请

WO2017024248A1 TRACING AND ASYNCHRONOUS COMMUNICATION NETWORK AND ROUTING METHOD 审中-公开
标题翻译：跟踪和异步通信网络和路由方法
公开(公告)号：WO2017024248A1
公开(公告)日：2017-02-09
申请号：PCT/US2016/045837
申请日：2016-08-05
申请人： CONTACT SOLUTIONS LLC
发明人： HIBBARD, Michael , DELLOSTRITTO, James J.
IPC分类号： H04W40/00
CPC分类号： H04M3/523 , H04L65/1083 , H04M3/5141 , H04M3/5191 , H04M3/52 , H04M2201/22 , H04M2203/404 , H04M2203/551 , H04M2203/558
摘要： A system and method for asynchronous conversation routing and tracing that allows a client and agent to connect and reconnect to one another over a discontinuous engagement. The system and method facilitate this by allowing multiple methods of communication between the client and agent, including live communications and out-of-band communications. All communications between a client and agent are tied to a client case accessible by the agent, and the client case can include context and environmental data to further assist the agent or to route a customer service call to an appropriate agent. At any time, the client or agent can send out-of-band messages to one another to advance the customer service process, or the client or agent can seek to re-establish live communication with each other. This provides the client with a consistent point of contact not easily supportable with phone based call centers where support is single-threaded.
摘要翻译：用于异步会话路由和跟踪的系统和方法，其允许客户端和代理在不连续的参与下彼此连接和重新连接。该系统和方法通过允许客户端和代理之间的多种通信方式来实现，包括实时通信和带外通信。客户端和代理之间的所有通信都与代理可访问的客户端情况相关联，客户端案例可以包括上下文和环境数据，以进一步协助代理或将客户服务呼叫路由到适当的代理。在任何时候，客户端或代理可以发送带外消息，以推进客户服务过程，或者客户或代理可以寻求重新建立彼此之间的实时通信。这为客户提供了一个一致的联系点，不容易支持电话呼叫中心，其中支持是单线程的。

2. 发明申请

WO2013163169A1 APPARATUS AND METHODS FOR MULTI-MODE ASYNCHRONOUS COMMUNICATION 审中-公开
标题翻译：多模式异步通信的装置和方法
公开(公告)号：WO2013163169A1
公开(公告)日：2013-10-31
申请号：PCT/US2013/037779
申请日：2013-04-23
申请人： CONTACT SOLUTIONS, LLC
发明人： LOGAN, Paul , CLEMENTS, Vete , HIBBARD, Mike , GRAY, Joshua
IPC分类号： G06F15/16 , H04L29/06 , H04W4/12
CPC分类号： H04L67/141 , H04L63/08 , H04L63/083 , H04L67/02 , H04L67/146 , H04L67/22 , H04M3/42263 , H04M3/5141 , H04M3/5175 , H04M3/5191 , H04M3/5307 , H04M7/0042 , H04M2203/551
摘要： A method includes receiving at a host device a first communication associated with a transaction from at least one electronic device included in a set of electronic devices. The host device includes at least a memory, a processor, and a database. The first communication received at a first time and via a first communication mode. The method includes sending a response to the first communication at a second time after the first time and independent of the first time. The host devices receives a second communication associated with the transaction from the at least one electronic device at a third time. The first communication, the response to the first communication, and the second communication are displayable in a persistent record of the transaction regardless of a difference between the first time and the third time.
摘要翻译：一种方法包括在主机设备处从包括在一组电子设备中的至少一个电子设备接收与交易相关联的第一通信。主机设备至少包括存储器，处理器和数据库。第一次通信是通过第一通信模式首次接收到的。该方法包括在第一次之后的第二时间发送对第一通信的响应，并且独立于第一次。主机设备在第三时间从至少一个电子设备接收与交易相关联的第二通信。第一通信，对第一通信的响应和第二通信可以在事务的永久记录中显示，而与第一次和第三次之间的差异无关。

3. 发明申请

WO2016108979A1 METHODS AND APPARATUS FOR ADAPTIVE BANDWIDTH-BASED COMMUNICATION MANAGEMENT 审中-公开
标题翻译：自适应带宽通信管理方法与装置
公开(公告)号：WO2016108979A1
公开(公告)日：2016-07-07
申请号：PCT/US2015/053974
申请日：2015-10-05
申请人： CONTACT SOLUTIONS LLC
发明人： GRAY, Joshua , HIBBARD, Michael
IPC分类号： G06F15/173
CPC分类号： H04L43/0894 , H04L41/0896 , H04L43/0864
摘要： An apparatus, includes a user interface module configured to send a signal to display an interface of a self-service application used by a user to communicate with a host device via a network. The apparatus also includes a bandwidth analysis module operatively coupled to the user interface module. The bandwidth analysis module is configured to calculate a bandwidth associated with communication with the host device via the network. The bandwidth analysis module is also configured to receive, from the host device, a bandwidth criterion associated with at least one network communication mode used for communication with the host device. The user interface module is configured to reduce or eliminate an availability of the at least one network communication mode to the self-service application when the bandwidth fails to meet the bandwidth criterion.
摘要翻译：一种装置，包括：用户接口模块，被配置为发送信号以显示用户使用的自助服务应用的接口，以经由网络与主机设备进行通信。该装置还包括可操作地耦合到用户接口模块的带宽分析模块。带宽分析模块被配置为计算经由网络与与主机设备的通信相关联的带宽。带宽分析模块还被配置为从主机设备接收与用于与主机设备通信的至少一个网络通信模式相关联的带宽准则。用户接口模块被配置为当带宽不能满足带宽标准时，减少或消除对自助服务应用的至少一个网络通信模式的可用性。

4. 发明申请

WO2015120263A1 SYSTEMS, APPARATUSES AND METHODS FOR COMMUNICATION FLOW MODIFICATION 审中-公开
标题翻译：用于通信流量修改的系统，装置和方法
公开(公告)号：WO2015120263A1
公开(公告)日：2015-08-13
申请号：PCT/US2015/014807
申请日：2015-02-06
申请人： CONTACT SOLUTIONS LLC , DELLOSTRITTO, James J. , HOLL, Randal E.
发明人： DELLOSTRITTO, James J. , HOLL, Randal E. , GRAY, Joshua , HIBBARD, Mike
IPC分类号： G06F17/30
CPC分类号： H04M3/493 , G06F3/0482 , G06F3/04842 , G06F3/167 , G06F9/451 , G06F17/30312 , G06F17/30327 , G06F17/3053 , G06F17/30557 , G06F17/30598 , G06N99/005 , H04M3/5166 , H04M2203/556
摘要： An apparatus includes a user interface module configured to receive user information associated with a user. The apparatus also includes a classification module configured to apply a classifier defined within a classification tree to the user information, and to calculate a classification score representing an estimated likelihood that the user is associated with at least one user type. The classification module is also configured to classify the user to an identified user type based on the classification score. The apparatus also includes a database configured to store at least one of user account information associated with the user, historical information associated with the user, or historical information associated with a group of users including the user. The apparatus also includes an interface generation module configured to generate a signal based on the information in the database, the signal specifying a user interface to be presented to the user.
摘要翻译：一种装置包括：用户接口模块，被配置为接收与用户相关联的用户信息。该设备还包括分类模块，其被配置为将分类树内定义的分类器应用于用户信息，以及计算表示用户与至少一种用户类型相关联的估计可能性的分类分数。分类模块还被配置为基于分类分数将用户分类为所识别的用户类型。该设备还包括数据库，该数据库被配置为存储与该用户相关联的用户帐户信息，与该用户相关联的历史信息或与包括该用户的一组用户相关联的历史信息中的至少一个。该装置还包括：接口生成模块，被配置为基于数据库中的信息生成信号，该信号指定要呈现给用户的用户界面。

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