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1. 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。

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