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1. 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。

2. 发明申请

WO2014107488A1 DETERMINING PRODUCT CATEGORIES BY MINING CHAT TRANSCRIPTS 审中-公开
标题翻译：通过采矿转盘确定产品类别
公开(公告)号：WO2014107488A1
公开(公告)日：2014-07-10
申请号：PCT/US2014/010034
申请日：2014-01-02
申请人： 24/7 CUSTOMER, INC.
发明人： HARDENIYA, Nitin, Kumar , SRI, R., Mathangi , VIJAYARAGHAVAN, Ravi
IPC分类号： G06F17/27
CPC分类号： G06Q30/0256 , G06N5/022 , G06Q30/01
摘要： The propensity and intent of a user to make a purchase is predicted based on product search queries and chat streams. The contents of the data sources, including search queries and chat streams, are analyzed for product names and product attributes. The results of the analyses are used to predict user needs. Product names and attributes are extracted from the data sources. The extracted information is mapped onto abstract product categories. Based on the abstract product categories, offers for products and services are made to the user.
摘要翻译：基于产品搜索查询和聊天流预测用户进行购买的倾向和意图。分析数据源的内容，包括搜索查询和聊天流，分析产品名称和产品属性。分析结果用于预测用户需求。从数据源中提取产品名称和属性。提取的信息被映射到抽象的产品类别。根据抽象产品类别，为用户提供产品和服务。

3. 发明申请

WO2018089500A1 METHOD AND APPARATUS FOR SERVING ONLINE COMMUNITIES OF USERS 审中-公开
标题翻译：用于在线社区服务的方法和设备
公开(公告)号：WO2018089500A1
公开(公告)日：2018-05-17
申请号：PCT/US2017/060648
申请日：2017-11-08
申请人： 24/7 CUSTOMER, INC.
发明人： SINGH, Bhupinder , SRI, R., Mathangi
IPC分类号： G06F17/30 , G06Q10/10 , G06Q30/00 , G06Q30/06 , G06Q30/08
CPC分类号： G06F9/453 , G06F3/0481 , G06F3/0482 , G06F3/0483 , G06F3/04883 , H04L41/046 , H04L67/02
摘要： A computer-implemented method and apparatus for serving online communities of users includes effecting display of an interactive section on at least a portion of a user interface of a website upon receiving a user input indicative of a need for assistance. The interactive section is displayed to enable the user to post one or more queries to at least one relevant community of users from among a plurality of community of users associated with the website. Further, an interaction is facilitated between the user and one or more users associated with the at least one relevant community of users or between the user and the agent using the interactive section in response to posting of the one or more queries by the user.
摘要翻译：一种用于为在线用户社区提供服务的计算机实现的方法和装置包括：在接收到指示对用户的在线社区的需求的用户输入时，在网站的用户界面的至少一部分上实现交互区段的显示帮助。显示交互部分以使得用户能够从与网站相关联的多个用户社区中向用户的至少一个相关社区发布一个或多个查询。此外，响应于用户发布一个或多个查询，在用户与与至少一个相关的用户社区相关联的一个或多个用户之间或在用户与代理之间使用交互区段促进交互。 / p>

4. 发明申请

WO2015134744A1 METHODS AND APPARATUS FOR IMPROVING GOAL-DIRECTED TEXTUAL CONVERSATIONS BETWEEN AGENTS AND CUSTOMERS 审中-公开
标题翻译：改善代理人与客户之间目标文字对话的方法和装置
公开(公告)号：WO2015134744A1
公开(公告)日：2015-09-11
申请号：PCT/US2015/018960
申请日：2015-03-05
申请人： 24/7 CUSTOMER, INC.
发明人： SRI, R., Mathangi , SINGH, Bhupinder
IPC分类号： G06Q30/00
CPC分类号： H04M3/5183 , H04L12/1827 , H04L51/04 , H04L51/32 , H04M3/42365 , H04M2203/2038 , H04M2203/357
摘要： In accordance with an example embodiment a computer-implemented method and an apparatus for predicting and tracking of mood changes in textual conversations are provided. The method includes determining, by a processor, one or more mood metrics in each of two or more chat stages of a real-time textual conversation between an agent and a customer. Changes in the one or more mood metrics across the two or more chat stages of the real-time textual conversation are tracked by the processor. Further, the method includes determining, by the processor, at least one action associated with the real-time textual conversation based on the changes in the one or more mood metrics.
摘要翻译：根据示例实施例，提供了一种用于预测和跟踪文本对话中的情绪变化的计算机实现的方法和装置。该方法包括由处理器确定代理和客户之间的实时文本对话的两个或多个聊天阶段中的每一个中的一个或多个心境度量。处理器跟踪实时文本会话的两个或多个聊天阶段中的一个或多个情绪指标的变化。此外，该方法包括由处理器基于一个或多个心境度量的变化来确定与实时文本对话相关联的至少一个动作。

5. 发明申请

WO2016187437A1 METHOD AND SYSTEM FOR EFFECTING CUSTOMER VALUE BASED CUSTOMER INTERACTION MANAGEMENT 审中-公开
标题翻译：用于客户价值客户交互管理的方法与系统
公开(公告)号：WO2016187437A1
公开(公告)日：2016-11-24
申请号：PCT/US2016/033297
申请日：2016-05-19
申请人： 24/7 CUSTOMER, INC.
发明人： KANNAN, Pallipuram, V. , SINGH, Bhupinder , SRI, R., Mathangi
IPC分类号： G06Q10/06 , G06Q30/02
CPC分类号： G06Q10/0631 , G06Q30/01
摘要： A computer-implemented method and a system for effecting customer value based customer interaction management include determining an initial estimate of a customer value for a customer of an enterprise. The initial estimate of the customer value is determined using interaction data associated with past interactions of the customer with the enterprise on one or more interaction channels. At least one persona type is identified corresponding to the customer and each persona type from among the at least one persona type is associated with a respective pre-determined correction factor. The initial estimate of the customer value is corrected using the pre-determined correction factor corresponding to the each persona type to generate a corrected estimate of the customer value. One or more recommendations are generated based on the corrected estimate of the customer value with an intention of achieving, at least in part, one or more predefined objectives of the enterprise.
摘要翻译：用于实现基于客户价值的客户交互管理的计算机实现的方法和系统包括确定企业的客户的客户价值的初始估计。使用与一个或多个交互通道上的客户与企业的过去交互相关联的交互数据来确定客户价值的初始估计。至少一个人物类型被识别为对应于客户，并且从至少一个角色类型中的每个角色类型与相应的预定的校正因子相关联。使用与每个角色类型相对应的预定的校正因子来校正客户价值的初始估计，以生成客户价值的校正估计。基于客户价值的更正的估计，产生一个或多个建议，其目的是至少部分地实现企业的一个或多个预定义的目标。

6. 发明申请

WO2014110222A1 STAGE-WISE ANALYSIS OF TEXT-BASED INTERACTIONS 审中-公开
标题翻译：基于文本交互的阶段分析
公开(公告)号：WO2014110222A1
公开(公告)日：2014-07-17
申请号：PCT/US2014/010813
申请日：2014-01-09
申请人： 24/7 CUSTOMER, INC.
发明人： SRI, R., Mathangi , ULLEGADDI, Prashant, V. , SRIVASTAVA, Vaibhav
IPC分类号： H04M5/00
CPC分类号： H04M3/5175 , G06N99/005 , G06Q10/06398 , G06Q30/0601 , G06Q30/0613 , G10L15/063 , G10L15/142 , G10L2015/088 , H04M3/42221 , H04M3/5183 , H04M2203/401 , H04M2203/556
摘要： The stages of an interaction between a potential customer (the user) and a sales representative (the agent) during a sales interaction are identified to understand the interaction factors that drive sales and, by doing so, to serve the customer better and thus increase sales. Initially, a user makes contact with an agent via a communications network. During the interaction, a dropping point is reached, i.e. the point in the interaction at which either the user or the agent ends the interaction. The dropping point and other interaction factors is analyzed. Based upon such analysis, various recommendations are made to the agents to improve the user's sales experience.
摘要翻译：确定销售互动期间潜在客户（用户）和销售代表（代理商）之间的互动阶段，以了解促进销售的互动因素，并通过这样做更好地为客户服务，从而增加销售。最初，用户通过通信网络与代理进行联系。在交互期间，达到一个滴点，即用户或代理终止交互的交互中的点。分析了滴点和其他相互作用因素。基于这样的分析，向代理商提出了各种建议，以改善用户的销售体验。

7. 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。

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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