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1. 发明申请

WO2017218805A1 METHOD AND APPARATUS FOR FACILITATING A PROVISIONING OF ADVERTISEMENTS TO CUSTOMERS 审中-公开
标题翻译：用于向客户提供广告配置的方法和设备
公开(公告)号：WO2017218805A1
公开(公告)日：2017-12-21
申请号：PCT/US2017/037723
申请日：2017-06-15
申请人： 24/7 CUSTOMER, INC.
发明人： KANNAN, Pallipuram, V. , SINGH, Bhupinder , SRI, R., Mathangi
IPC分类号： G06F15/16 , G06F17/30 , G06Q30/02
摘要： A computer-implemented method and apparatus for facilitating a provisioning of advertisements to customers effects display of one or more advertisements on a Web domain. Each displayed advertisement is configured to offer advertisement related assistance to customers visiting the Web domain. A selection input provided by a customer on an advertisement is received. In response to the receipt of the selection input, the system facilitates customer engagement with a customer support representative associated with an enterprise related to the advertisement. The customer engagement facilitated through the advertisement is configured to provide the advertisement related assistance to the customer.
摘要翻译：用于促进向客户提供广告的计算机实现的方法和设备实现在Web域上显示一个或多个广告。每个显示的广告被配置为向访问Web域的客户提供广告相关的帮助。接收客户在广告上提供的选择输入。响应于接收到选择输入，该系统便于客户与与广告相关的企业相关联的客户支持代表参与。通过广告促成的客户参与被配置为向客户提供广告相关帮助。

2. 发明申请

WO2016205818A1 METHOD AND APPARATUS FOR MANAGING CUSTOMER INTERACTIONS ON MULTIPLE INTERACTION CHANNELS 审中-公开
标题翻译：用于管理多个交互通道的客户交互的方法和装置
公开(公告)号：WO2016205818A1
公开(公告)日：2016-12-22
申请号：PCT/US2016/038424
申请日：2016-06-20
申请人： 24/7 CUSTOMER, INC.
发明人： MONEGAN, Michael , SINGH, Tajinder
IPC分类号： H04M3/00 , H04M5/00 , H04M7/00
CPC分类号： G06Q30/016 , H04L43/0894 , H04L43/16 , H04L67/148 , H04L67/306
摘要： A computer-implemented method and an apparatus facilitate management of customer interactions on multiple interaction channels. A communication quality metric and a contextual environment are tracked for an ongoing customer interaction executed on a first interaction channel. A closure of the first interaction channel is effected based on at least one of: a detected change in a current value associated with the communication quality metric to be below a preset threshold value, a detected or an anticipated change in the contextual environment, and a receipt of a customer request for closing the first interaction channel. The effecting of the closure of the first interaction channel includes a transitioning of the ongoing customer interaction from the first interaction channel to a second interaction channel.
摘要翻译：计算机实现的方法和装置便于在多个交互通道上管理客户交互。跟踪在第一交互通道上执行的正在进行的客户交互的通信质量度量和上下文环境。基于以下中的至少一个来实现第一交互通道的关闭：与通信质量度量相关联的当前值的检测到的变化低于预设阈值，上下文环境中的检测到或预期的变化，以及收到关闭第一个交互频道的客户请求。第一交互通道的关闭的影响包括将持续的客户交互从第一交互通道转移到第二交互通道。

3. 发明申请

WO2015126954A1 METHOD AND APPARATUS FOR IMPROVING CUSTOMER INTERACTION EXPERIENCES 审中-公开
标题翻译：改善客户互动经验的方法和装置
公开(公告)号：WO2015126954A1
公开(公告)日：2015-08-27
申请号：PCT/US2015/016396
申请日：2015-02-18
申请人： 24/7 CUSTOMER, INC.
发明人： CHANG, Andrew Liang Ping , KANNAN, Pallipuran V. , VIJAYARAGHAVAN, Ravi , KISSEL, Brian
IPC分类号： G06Q30/02
CPC分类号： G06Q30/0202 , G06Q30/016 , H04M3/5166 , H04M2201/18 , H04M2203/408 , H04M2203/556
摘要： A computer-implemented method and an apparatus for improving customer interaction experiences determines one or more personas associated with a customer based on customer activity on a plurality of interaction channels. One or more persona profiles corresponding to the one or more personas are generated and maintained, where a persona profile is representative of a set of behavioral traits exhibited substantially consistently by the customer when inhabiting a persona. One or more customer interactions are correlated to at least one persona based on the one or more persona profiles, where the one or more customer interactions are conducted over one or more interaction channels. An intention of the customer is predicted based on the correlation of the one or more customer interactions to the at least one persona.
摘要翻译：用于改善客户交互经验的计算机实现的方法和装置基于多个交互频道上的客户活动确定与客户相关联的一个或多个角色。生成和维护与一个或多个角色相对应的一个或多个角色轮廓，其中角色轮廓表示当居住人物时客户基本上一致地显示的一组行为特征。一个或多个客户交互基于一个或多个角色配置文件与至少一个角色相关联，其中一个或多个客户交互通过一个或多个交互频道进行。基于一个或多个客户交互与至少一个角色的相关性来预测客户的意图。

4. 发明申请

WO2015002982A1 METHOD AND APPARATUS FOR FACILITATING VOICE USER INTERFACE DESIGN 审中-公开
标题翻译：促进语音用户界面设计的方法和装置
公开(公告)号：WO2015002982A1
公开(公告)日：2015-01-08
申请号：PCT/US2014/045105
申请日：2014-07-01
申请人： 24/7 CUSTOMER, INC.
发明人： BROWN, Kathy, L. , SRIVASTAVA, Vaibhav
IPC分类号： G10L15/18
CPC分类号： G06F3/167 , G06F8/38 , G06F17/27 , G10L15/1815
摘要： A computer implemented method and an apparatus for facilitating voice user interface (VUI) design are provided. The method comprises identifying a plurality of user intentions from user interaction data. The method further comprises associating each user intention with at least one feature from among a plurality of features. One or more features from among the plurality of features are extracted from natural language utterances associated with the user interaction data. Further, the method comprises computing a plurality of distance metrics corresponding to pairs of user intentions from among the plurality of user intentions. A distance metric is computed for each pair of user intentions from among the pairs of user intentions. Furthermore, the method comprises generating a plurality of clusters based on the plurality of distance metrics. Each cluster comprises a set of user intentions. The method further comprises provisioning a VUI design recommendation based on the plurality of clusters.
摘要翻译：提供了一种用于促进语音用户界面（VUI）设计的计算机实现的方法和装置。该方法包括从用户交互数据识别多个用户意图。该方法还包括将每个用户意图与多个特征中的至少一个特征相关联。从与用户交互数据相关联的自然语言话语中提取多个特征中的一个或多个特征。此外，该方法包括从多个用户意图中计算对应于用户意图对的多个距离度量。从用户意图对中的每对用户意图计算距离度量。此外，该方法包括基于多个距离度量来生成多个聚类。每个群集包含一组用户意图。该方法还包括基于多个集群提供VUI设计推荐。

5. 发明申请

WO2014172609A1 METHOD AND APPARATUS FOR EXTRACTING JOURNEY OF LIFE ATTRIBUTES OF A USER FROM USER INTERACTIONS 审中-公开
标题翻译：从用户交互中提取用户生命属性的方法和装置
公开(公告)号：WO2014172609A1
公开(公告)日：2014-10-23
申请号：PCT/US2014/034607
申请日：2014-04-18
申请人： 24/7 CUSTOMER, INC.
发明人： HEGDE, Darshan , ADUSUMILLI, Kranthi , KULKARNI, Subhash , PRAKASH, Ravi
IPC分类号： G10L15/26
CPC分类号： G06F17/30707 , G06F17/30702 , G06Q30/02 , G06Q30/0251 , G06Q30/0255
摘要： Embodiments of the invention relate to managing user interactions and, more particularly, to performing analysis on data generated by user interactions. Embodiments of the invention use text mining to extract personal information of users from user interactions automatically. A topic model is used to reduce the number of dimensions required to represent the text, yet all the information of interest is highly pronounced. This enables a lower dimensional representation of the data leading to significantly faster computations.
摘要翻译：本发明的实施例涉及管理用户交互，并且更具体地涉及对由用户交互产生的数据进行分析。本发明的实施例使用文本挖掘来自动地从用户交互中提取用户的个人信息。主题模型用于减少表示文本所需的维度数量，但所有感兴趣的信息都非常明显。这使得数据的较低维度表示导致显着更快的计算。

6. 发明申请

WO2014172605A1 IDENTIFICATION OF POINTS IN A USER WEB JOURNEY WHERE THE USER IS MORE LIKELY TO ACCEPT AN OFFER FOR INTERACTIVE ASSISTANCE 审中-公开
标题翻译：用户网站中的点的识别用户更愿意接受交互式帮助的提议
公开(公告)号：WO2014172605A1
公开(公告)日：2014-10-23
申请号：PCT/US2014/034602
申请日：2014-04-18
申请人： 24/7 CUSTOMER, INC.
发明人： GHOSE, Abhishek
IPC分类号： H04M3/00
CPC分类号： G06F17/30598 , G06F17/30867
摘要： Points in a user's website journey at which an invitation for an interactive session may be offered to users, e.g. those points at which an invitation made to a user may have a higher propensity to be accepted by the user, are identified. A technique is provided that, given ample data regarding visits to a website and data regarding offers of interactive assistance made, and responses to, such offers, learns to identify accurately those points in the user's journey where such offers may be made. For the current user, offers made at these points are highly likely to be accepted. This approach bypasses the need for manual analysis that previous approaches require. In embodiments of the invention, a model provided in accordance with this technique is only re-trained on new data to account for changing user behavior.
摘要翻译：可以向用户提供用于交互式会话的邀请的用户网站旅程中的点，例如，识别对用户发出的邀请可能具有被用户接受的较高倾向的那些点。提供了一种技术，给出关于访问网站的充足数据以及关于提供交互式协助的数据以及对此类提供的响应的信息，可以准确地识别用户旅程中可能提出这些优惠的那些点。对于目前的用户，在这些点上提供的优惠很有可能被接受。这种方法绕过了以前的方法需要手动分析的需要。在本发明的实施例中，根据该技术提供的模型仅对新数据进行重新训练以解决用户行为的变化。

7. 发明申请

WO2014124333A1 DYNAMIC PREDICTION OF ONLINE SHOPPER'S INTENT USING A COMBINATION OF PREDICTION MODELS 审中-公开
标题翻译：使用预测模型组合的在线购物者的动态动态预测
公开(公告)号：WO2014124333A1
公开(公告)日：2014-08-14
申请号：PCT/US2014/015420
申请日：2014-02-07
申请人： 24/7 CUSTOMER, INC.
发明人： VIJAYARAGHAVAN, Ravi , ADUSIMILLI, Kranthi, Mitra , KULKARNI, Subhash, Ramchandra , PRAKASH, Ravi
IPC分类号： G06F17/00
CPC分类号： G06Q30/0201
摘要： Online browsing behavior is used to predict the intent of online users dynamically. The category of online user is predicted and the prediction can be used to provide assistance to the user, if required. Such prediction is based on a combination of a Naïve's Bayes classifier and a Markov model.
摘要翻译：在线浏览行为用于动态地预测在线用户的意图。预测在线用户的类别，如果需要，可以使用该预测来向用户提供帮助。这种预测是基于Naïve的贝叶斯分类器和马尔可夫模型的组合。

8. 发明申请

WO2014123989A1 SEGREGATION OF CHAT SESSIONS BASED ON USER QUERY 审中-公开
标题翻译：基于用户查询分组讨论
公开(公告)号：WO2014123989A1
公开(公告)日：2014-08-14
申请号：PCT/US2014/014851
申请日：2014-02-05
申请人： 24/7 CUSTOMER, INC.
发明人： CHANG, Andrew , SRI, R., Mathangi , SRIVASTAVA, Vaibhav
IPC分类号： G06F3/00
CPC分类号： G06Q30/016 , G06Q10/107
摘要： Embodiments of the invention relate to chat and, more particularly, to determining an that is to be action taken based on the type of chat session. The resolution of the chat is categorized to decide the necessary steps taken and also to monitor the agent's performance. A chat filter extracts relevant portions of a chat session. The relevant factors are taken into consideration and scored based on the feature vectors. A model is built and the type of resolution is determined. An analysis of the chat session is then performed taking into consideration several factors.
摘要翻译：本发明的实施例涉及聊天，更具体地，涉及基于聊天会话的类型来确定要进行的动作。聊天的分辨率被分类以决定必要的步骤，并监视代理的表现。聊天过滤器提取聊天会话的相关部分。基于特征向量考虑相关因素并进行评分。建立了一个模型，确定了分辨率的类型。然后考虑到几个因素进行聊天会话的分析。

9. 发明申请

WO2014110083A1 METHOD AND APPARATUS FOR ANALYZING LEAKAGE FROM CHAT TO VOICE 审中-公开
标题翻译：用于分析从语音到语音的泄漏的方法和装置
公开(公告)号：WO2014110083A1
公开(公告)日：2014-07-17
申请号：PCT/US2014/010603
申请日：2014-01-08
申请人： 24/7 CUSTOMER, INC.
发明人： SRI, R., Mathangi , HARDENIYA, Nitin, Kumar , SRIVASTAVA, Vaibhav , VIJAYARAGHAVAN, Ravi
IPC分类号： H04M11/00
CPC分类号： H04M3/5175 , G06F17/24 , G06F17/27 , G06Q30/016 , H04M3/5133 , H04M3/5191 , H04M7/0045 , H04M2207/203
摘要： The customer experience is enhanced by detecting leakage-to-voice from chats and providing recommendations to operations, chat agents, and customers. A chat is classified into leakage-to-voice or leakage-to-text chat and actionable recommendations are then provided to operations, chat agents, and customers based on the leakage information. Once leakage is identified, various other insights are extracted from chats and such insights are fed into the knowledge- base. Such insights also used in agent training and are provided to chat agents as recommendations. This results in a better customer experience.
摘要翻译：通过从聊天中检测泄漏到语音并向操作，聊天代理和客户提供建议来增强客户体验。聊天被分类为泄漏到语音或泄漏到文本聊天，然后基于泄漏信息将可操作的建议提供给操作，聊天代理和客户。一旦发现泄漏，就会从聊天中提取各种其他见解，并将这些见解送入知识库。这些见解也用于代理培训，并作为建议提供给聊天代理。这将带来更好的客户体验。

10. 发明申请

WO2014109944A2 TRACKING OF NEAR CONVERSIONS IN USER ENGAGEMENTS 审中-公开
标题翻译：跟踪用户操作中的近似转换
公开(公告)号：WO2014109944A2
公开(公告)日：2014-07-17
申请号：PCT/US2014/010105
申请日：2014-01-02
申请人： 24/7 CUSTOMER , INC.
发明人： SRI, R., Mathangi , VIJAYARAGHAVAN, Ravi , SRIVASTAVA, Vaibhav , ULLEGADDI, Prashant, V.
CPC分类号： G06Q30/0201
摘要： A computing method and system is disclosed for analyzing interactions between a user and a customer support agent. Typical interactions include inquiries about a product or service, and a service call. When the user purchases a good or service, or successfully completes a service call, the customer converts, e.g. the sales pitch or service solution was successful. If the customer does not convert, then the interaction between user and agent is analyzed to determine why the user did not convert and whether the user should be categorized for potential retargeting.
摘要翻译：公开了一种用于分析用户与客户支持代理之间的交互的计算方法和系统。典型的交互包括关于产品或服务的查询以及服务呼叫。当用户购买商品或服务或者成功完成服务呼叫时，顾客例如转换销售点或服务解决方案是成功的。如果客户不转换，则分析用户和代理之间的交互以确定用户未转换的原因以及用户是否应该归入潜在的重定向目录。

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