专利快速检索-快速检索全球专利，免费商用专利数据库-IPRDB

1. 发明申请

WO2012142342A3 METHODS FOR PROVIDING DYNAMIC AND PROACTIVE SUPPORT SERVICES 审中-公开
标题翻译：提供动态支持服务的方法
公开(公告)号：WO2012142342A3
公开(公告)日：2013-12-27
申请号：PCT/US2012033401
申请日：2012-04-12
申请人： TELETECH HOLDINGS INC , TUCHMAN KENNETH D , SHARPE BRUCE A , TRUONG HENRY D , RAHN ALAN B
发明人： TUCHMAN KENNETH D , SHARPE BRUCE A , TRUONG HENRY D , RAHN ALAN B
IPC分类号： G06Q10/00
CPC分类号： G06Q30/016
摘要： According to one aspect of the invention, it is determined, at a support center, a relationship between a first product provided by a first vendor and a second product provided by a second vendor. The first and second products have been purchased by a user via a purchasing facility associated with a client of the support center. In response to a first event received from the client or the first vendor indicating a change of the first product, a first message is transmitted to the user on behalf of the client notifying the user the change of the first product. A second message is automatically transmitted to the user offering a support service of a possible change of the second product in view of the relationship between the first and second products, without requiring the user to initiate a request for the support service.
摘要翻译：根据本发明的一个方面，在支持中心处确定由第一供应商提供的第一产品和由第二供应商提供的第二产品之间的关系。第一和第二产品是由用户通过与支持中心的客户端相关联的采购设备购买的。响应于从客户端或第一供应商接收的指示第一产品的改变的第一事件，代表客户端向用户发送第一消息，通知用户第一产品的改变。鉴于第一和第二产品之间的关系，第二个消息被自动发送给用户提供第二产品的可能改变的支持服务，而不需要用户发起对支持服务的请求。

2. 发明申请

WO2012142344A2 METHODS FOR PROVIDING SUPPORT SERVICES VIA AN AVAILABLE COMMUNICATION CHANNEL BASED ON USER PREFERENCE AND CLIENT PREFERENCE 审中-公开
标题翻译：基于用户偏好和客户偏好通过可用的通信通道提供支持服务的方法
公开(公告)号：WO2012142344A2
公开(公告)日：2012-10-18
申请号：PCT/US2012033404
申请日：2012-04-12
申请人： TELETECH HOLDINGS INC , TUCHMAN KENNETH D , SHARPE BRUCE A , TRUONG HENRY D , RAHN ALAN B
发明人： TUCHMAN KENNETH D , SHARPE BRUCE A , TRUONG HENRY D , RAHN ALAN B
IPC分类号： G06Q10/00
CPC分类号： G06Q30/016
摘要： According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product. A first list of one or more communication channels that are available for the user to contact an agent of the support center is generated based on a second list of one or more communication channels preferred by the user and a third list of one or more communication channels preferred by a vendor associated with the product. The first list of one or more communication channels is transmitted via the service API to the user. In response to a selection of a communication channel from the first list, a communication session is established between the user and the agent via the selected communication channel for providing support services of the product on behalf of the vendor.
摘要翻译：根据一个方面，在来自用户的支持中心的服务应用程序编程接口（API）处接收对产品的支持服务的请求。基于用户优选的一个或多个通信信道的第二列表和一个或多个通信信道的第三列表来生成可用于用户联系支持中心的代理的一个或多个通信信道的第一列表由与产品相关联的供应商优选。通过服务API将一个或多个通信信道的第一列表发送给用户。响应于来自第一列表的通信信道的选择，经由所选择的通信信道在用户和代理之间建立通信会话，以代表供应商提供产品的支持服务。

3. 发明申请

WO2012142340A3 ONE-TOUCH PLATFORM FOR PRODUCT REGISTRATION AND SUPPORT 审中-公开
公开(公告)号：WO2012142340A3
公开(公告)日：2012-10-18
申请号：PCT/US2012/033399
申请日：2012-04-12
申请人： TELETECH HOLDINGS, INC. , TUCHMAN, Kenneth D. , SHARPE, Bruce A. , TRUONG, Henry D. , RAHN, Alan B.
发明人： TUCHMAN, Kenneth D. , SHARPE, Bruce A. , TRUONG, Henry D. , RAHN, Alan B.
IPC分类号： G06Q10/00
摘要： According to one embodiment, a request is received at a support center a request from a user for registering a product, where the request includes a machine-readable code that uniquely represents the product. In response to the request, the product is identified and product information is compiled based on the machine-readable code without requiring the user to specifically provide the product information. The product information of the identified product is stored in a user asset store associated with the user, where the product information stored in the user asset store is utilized subsequently for supporting identified product.

4. 发明申请

WO2016073305A1 METHOD FOR COLLECTING DATA USING A USER INTERACTION EVENT-DRIVEN DATA COLLECTION SYSTEM 审中-公开
标题翻译：使用用户交互事件驱动数据收集系统收集数据的方法
公开(公告)号：WO2016073305A1
公开(公告)日：2016-05-12
申请号：PCT/US2015/058316
申请日：2015-10-30
申请人： TELETECH HOLDINGS, INC. , SHARPE, Bruce A. , SHRADER, Anthony G. , CUMBERLAND, William T.
发明人： SHARPE, Bruce A. , SHRADER, Anthony G. , CUMBERLAND, William T.
IPC分类号： H04M3/523
CPC分类号： H04M3/5141 , G06Q30/016 , H04L67/306 , H04M3/5232 , H04M2203/1041 , H04M2203/408 , H04M2242/20
摘要： A communication session between a user and an agent to discuss content provided by a client. A first interactive event occurred during the communication session. A first data collection package associated with the first interactive event is identified. The first data collection package includes a plurality of queries, each query being associated with one of a plurality of workflow stages of a data collection workflow. For each of the queries in one of the workflow stages, a data collection rule corresponding to a current workflow stage is examined to determine whether the query should be sent to the user, the query is transmitted to the user device of the user based on the examination, and a user response is received from the user device in response to the query. The user profile and the agent profile are updated based on user responses.
摘要翻译：用户和代理之间的通信会话，以讨论由客户端提供的内容。在通信会话期间发生了第一个交互式事件。识别与第一交互事件相关联的第一数据收集包。第一数据收集包包括多个查询，每个查询与数据收集工作流的多个工作流阶段之一相关联。对于其中一个工作流程阶段中的每个查询，检查与当前工作流阶段相对应的数据收集规则，以确定是否应将该查询发送给用户，基于该查询将查询发送给用户的用户设备并且响应于该查询从用户设备接收用户响应。基于用户响应更新用户配置文件和代理配置文件。

5. 发明申请

WO2016073304A1 METHOD FOR CONNECTING A USER WITH AN AGENT BASED ON USER INTERACTION OF A LINK OF A PRIOR MESSAGE EXCHANGED BETWEEN THE USER AND THE AGENT 审中-公开
标题翻译：用户与代理人之间的连接交换用户与代理之间交换的先前信息的连接方法
公开(公告)号：WO2016073304A1
公开(公告)日：2016-05-12
申请号：PCT/US2015/058312
申请日：2015-10-30
申请人： TELETECH HOLDINGS, INC. , SHARPE, Bruce A. , SHRADER, Anthony G. , CUMBERLAND, William Tighe
发明人： SHARPE, Bruce A. , SHRADER, Anthony G. , CUMBERLAND, William Tighe
IPC分类号： H04M3/523
CPC分类号： H04M3/5235 , H04M2203/408 , H04M2203/551
摘要： A request is received from a user device to connect with an agent, the request including information describing an interactive event representing a user interaction with a link embedded within a first message presented at the user device. A user device ID identifying the user device is determined based on the request. The interactive event is examined to determine whether the interactive event satisfies a predetermined condition based on a set of one or more rules. In response to determining that the interactive event satisfies the predetermined condition, a first agent device ID is determined that identifies a first agent device of a first agent who initiated and sent the first message to the user device. A communication session is established between the user device and the first agent device based on the user device ID and the first agent device ID.
摘要翻译：从用户设备接收到与代理连接的请求，该请求包括描述表示与嵌入在用户设备中呈现的第一消息内的链接的用户交互的交互式事件的信息。基于该请求确定标识用户设备的用户设备ID。检查交互式事件以基于一组或多个规则来确定交互式事件是否满足预定条件。响应于确定交互式事件满足预定条件，确定第一代理设备ID，其识别向用户设备发起并发送第一消息的第一代理的第一代理设备。基于用户设备ID和第一代理设备ID，在用户设备和第一代理设备之间建立通信会话。

6. 发明申请

WO2012142342A2 METHODS FOR PROVIDING DYNAMIC AND PROACTIVE SUPPORT SERVICES 审中-公开
标题翻译：提供动态支持服务的方法
公开(公告)号：WO2012142342A2
公开(公告)日：2012-10-18
申请号：PCT/US2012/033401
申请日：2012-04-12
申请人： TELETECH HOLDINGS, INC. , TUCHMAN, Kenneth D. , SHARPE, Bruce A. , TRUONG, Henry D. , RAHN, Alan B.
发明人： TUCHMAN, Kenneth D. , SHARPE, Bruce A. , TRUONG, Henry D. , RAHN, Alan B.
CPC分类号： G06Q30/016
摘要： According to one aspect of the invention, it is determined, at a support center, a relationship between a first product provided by a first vendor and a second product provided by a second vendor. The first and second products have been purchased by a user via a purchasing facility associated with a client of the support center. In response to a first event received from the client or the first vendor indicating a change of the first product, a first message is transmitted to the user on behalf of the client notifying the user the change of the first product. A second message is automatically transmitted to the user offering a support service of a possible change of the second product in view of the relationship between the first and second products, without requiring the user to initiate a request for the support service.
摘要翻译：根据本发明的一个方面，在支持中心处确定由第一供应商提供的第一产品和由第二供应商提供的第二产品之间的关系。第一和第二产品是由用户通过与支持中心的客户端相关联的采购设备购买的。响应于从客户端或第一供应商接收的指示第一产品的改变的第一事件，代表客户端向用户发送第一消息，通知用户第一产品的改变。鉴于第一和第二产品之间的关系，第二个消息被自动发送给用户提供第二产品的可能改变的支持服务，而不需要用户发起对支持服务的请求。

7. 发明申请

WO2012142340A2 ONE-TOUCH PLATFORM FOR PRODUCT REGISTRATION AND SUPPORT 审中-公开
标题翻译：产品注册和支持的一键式平台
公开(公告)号：WO2012142340A2
公开(公告)日：2012-10-18
申请号：PCT/US2012/033399
申请日：2012-04-12
申请人： TELETECH HOLDINGS, INC. , TUCHMAN, Kenneth D. , SHARPE, Bruce A. , TRUONG, Henry D. , RAHN, Alan B.
发明人： TUCHMAN, Kenneth D. , SHARPE, Bruce A. , TRUONG, Henry D. , RAHN, Alan B.
CPC分类号： G06Q10/02
摘要： According to one embodiment, a request is received at a support center a request from a user for registering a product, where the request includes a machine-readable code that uniquely represents the product. In response to the request, the product is identified and product information is compiled based on the machine-readable code without requiring the user to specifically provide the product information. The product information of the identified product is stored in a user asset store associated with the user, where the product information stored in the user asset store is utilized subsequently for supporting identified product.
摘要翻译：根据一个实施例，在支持中心处接收来自用户的用于注册产品的请求的请求，其中请求包括唯一地表示产品的机器可读代码。响应于该请求，产品被识别并且基于机器可读代码编译产品信息，而不需要用户专门提供产品信息。所识别的产品的产品信息存储在与用户相关联的用户资产商店中，其中存储在用户资产商店中的产品信息随后用于支持所识别的产品。

8. 发明申请

WO2016073302A1 METHOD FOR CONNECTING USERS WITH AGENTS BASED ON USER VALUES AND ALGORITHMS 审中-公开
标题翻译：基于用户值和算法将用户与代理连接的方法
公开(公告)号：WO2016073302A1
公开(公告)日：2016-05-12
申请号：PCT/US2015/058291
申请日：2015-10-30
申请人： TELETECH HOLDINGS, INC. , SHARPE, Bruce, A. , SHRADER, Anthony, G. , CUMBERLAND, William Tighe
发明人： SHARPE, Bruce, A. , CUMBERLAND, William Tighe
IPC分类号： G06F15/16 , G06F17/30 , H04M3/523
CPC分类号： G06F15/16 , G06F17/30 , H04M3/523 , H04M2203/401 , H04M2203/551
摘要： A request is received for connecting a user with an agent, the request identifying a user interaction with content. A second server is accessed to determine a first score of the user representing a benefit the user has generated for a client that provides the content. A third server is accessed to determine a second score of the user representing overall burden to provide services to the user by the client based on an interaction history of the user with the client. A user value is dynamically determined based on the first score and the second score using a user value determination algorithm that is specifically configured for the client. A list of agent candidates is identified from a pool of agents based on the user value and the collection of real-time data. A first communication session is established between the user and one of the agent candidates.
摘要翻译：接收到用于将用户与代理连接的请求，该请求标识用户与内容的交互。访问第二服务器以确定用户表示用户为提供内容的客户端生成的益处的第一分数。访问第三服务器以确定用户的第二分数，表示客户端基于用户与客户端的交互历史来向用户提供服务的总体负担。使用专门为客户端配置的用户值确定算法，基于第一分数和第二分数动态地确定用户值。基于用户价值和实时数据的收集，从代理池中识别代理候选者的列表。在用户和其中一个代理候选者之间建立第一通信会话。

9. 发明申请

WO2012142344A3 METHODS FOR PROVIDING SUPPORT SERVICES VIA AN AVAILABLE COMMUNICATION CHANNEL BASED ON USER PREFERENCE AND CLIENT PREFERENCE 审中-公开
公开(公告)号：WO2012142344A3
公开(公告)日：2012-10-18
申请号：PCT/US2012/033404
申请日：2012-04-12
申请人： TELETECH HOLDINGS, INC. , TUCHMAN, Kenneth D. , SHARPE, Bruce A. , TRUONG, Henry D. , RAHN, Alan B.
发明人： TUCHMAN, Kenneth D. , SHARPE, Bruce A. , TRUONG, Henry D. , RAHN, Alan B.
IPC分类号： G06Q10/00
摘要： According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product. A first list of one or more communication channels that are available for the user to contact an agent of the support center is generated based on a second list of one or more communication channels preferred by the user and a third list of one or more communication channels preferred by a vendor associated with the product. The first list of one or more communication channels is transmitted via the service API to the user. In response to a selection of a communication channel from the first list, a communication session is established between the user and the agent via the selected communication channel for providing support services of the product on behalf of the vendor.

10. 发明申请

WO2012142343A2 METHODS FOR PROVIDING CROSS-VENDOR SUPPORT SERVICES 审中-公开
标题翻译：提供交易者支持服务的方法
公开(公告)号：WO2012142343A2
公开(公告)日：2012-10-18
申请号：PCT/US2012/033403
申请日：2012-04-12
申请人： TELETECH HOLDINGS, INC. , TUCHMAN, Kenneth D. , SHARPE, Bruce A. , TRUONG, Henry D. , RAHN, Alan B.
发明人： TUCHMAN, Kenneth D. , SHARPE, Bruce A. , TRUONG, Henry D. , RAHN, Alan B.
IPC分类号： G06F21/24
CPC分类号： G06Q30/012 , G06F9/468 , G06F17/30867 , G06F17/30876 , G06F21/10 , G06F21/31 , G06F21/6218 , G06F2221/2119 , G06F2221/2129 , G06K7/1413 , G06K7/1417 , G06Q10/06312 , G06Q30/01 , G06Q30/016 , G06Q30/0635 , G06Q50/01 , H04L29/0809 , H04L63/083 , H04L63/0876 , H04L63/104 , H04L67/10 , H04L67/16 , H04M1/72522 , H04W4/00 , H04W12/06
摘要： According to one aspect, a first request is received at a services application programming interface (API) of a support center from a first user for a first product provided by a first client. A second request is received at the services API of the support center from a second user for a second product provided by a second client. A first knowledgebase (KB) associated with the first client and a second KB associated with the second client are identified. A third KB that contains information common to the first product and the second product is identified. The first KB and the third KB are enabled to be accessible by a first agent assigned to provide support services of the first product. The second KB and the third KB are enabled to be accessible by a second agent assigned to provide support services of the second product.
摘要翻译：根据一个方面，在来自第一用户的支持中心的服务应用编程接口（API）处，由第一客户端提供的第一产品接收第一请求。在第二个客户端提供的第二个产品的第二个用户的服务API处接收到第二个请求。识别与第一客户机相关联的第一知识库（KB）和与第二客户端相关联的第二知识库（KB）。识别第一个产品和第二个产品共有的第三个KB。第一个KB和第三个KB可以被分配给第一个产品的支持服务的第一个代理访问。第二个KB和第三个KB可以被分配给第二个产品的支持服务的第二个代理访问。

你已经成功收藏专利！

检索式保存成功!

IPRDB

热门服务

关于我们

友情链接

联系方式