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1. 发明申请

WO2013155092A1 METHOD AND APPARATUS FOR INTENT MODELING AND PREDICTION 审中-公开
标题翻译：用于建模和预测的方法和装置
公开(公告)号：WO2013155092A1
公开(公告)日：2013-10-17
申请号：PCT/US2013/035814
申请日：2013-04-09
申请人： 24/7 CUSTOMER, INC. , VIJAYARAGHAVAN, Ravi , KULKARNI, Subhash, Ramchandra , ADUSUMILLI, Kranthi, Mitra
发明人： VIJAYARAGHAVAN, Ravi , KULKARNI, Subhash, Ramchandra , ADUSUMILLI, Kranthi, Mitra
IPC分类号： G06F17/24 , G06Q30/00
CPC分类号： G06Q30/0613 , G06N5/00 , G06N5/04 , G06N99/005 , G06Q30/02 , G06Q30/0201 , G06Q30/06 , G06Q30/0631
摘要： A method and apparatus enables identification of customer characteristics and behavior, and predicts the customer's intent. Such prediction can be used to adopt various business strategies to increase the chances of conversion of customer interaction to a sale, and thereby can increase revenue, and/or enhance the customer's experience.
摘要翻译：一种方法和装置能够识别客户特征和行为，并预测客户的意图。这样的预测可以用于采用各种业务策略来增加客户交互转换到销售的机会，从而可以增加收入，和/或增强客户体验。

2. 发明申请

WO2014078721A1 PROACTIVE SURVEYS BASED ON CUSTOMER INFORMATION 审中-公开
标题翻译：基于客户信息的主观调查
公开(公告)号：WO2014078721A1
公开(公告)日：2014-05-22
申请号：PCT/US2013/070402
申请日：2013-11-15
申请人： 24/7 CUSTOMER, INC.
发明人： KANNAN, Pallipuram, V. , VIJAYARAGHAVAN, Ravi , ADUSUMILLI, Kranthi, Mitra
IPC分类号： G06Q10/00
CPC分类号： G06Q30/0203
摘要： A context-aware computing system for delivering surveys to a customer. The choice of which survey to send to a customer may be tailored based on a click path (route), customer history, and customer interests. A customer browsing a Web page initiates the survey decision process. A control module selects a survey to send to a customer based on the criteria above and customer intent. Customer responses are then harvested from the Web-based survey.
摘要翻译：用于向客户交付调查的上下文感知计算系统。可以根据点击路径（路线），客户历史和客户兴趣来量身定制发送给客户的调查。浏览网页的客户启动调查决策过程。控制模块根据上述标准和客户意图选择要发送给客户的调查。然后，从基于Web的调查中收集客户回应。

3. 发明申请

WO2014116835A3 METHOD AND APPARATUS FOR BUILDING A USER PROFILE FOR PERSONALIZATION USING INTERACTION DATA 审中-公开
公开(公告)号：WO2014116835A3
公开(公告)日：2014-07-31
申请号：PCT/US2014/012760
申请日：2014-01-23
申请人： 24/7 CUSTOMER, INC.
发明人： KANNAN, Pallipuram, V. , VIJAYARAGHAVAN, Ravi , ADUSUMILLI, Kranthi, Mitra
IPC分类号： G06F15/16 , G06F15/18 , G06F17/30
摘要： A user profile is creates, and personalization is provided, by compiling interaction data. The interaction data is compiled to generate a value index or score from a user model. Parameterized data is used to build tools which help decide an engagement strategy and modes of engagement with a user. Several facets relating to the user, such as user behavior, user interests, products bought, intent, chat language, and so on, are compiled to create a user profile based personalization technique. In another embodiment, a unique ID is provided that can be mapped across multiple channels for use by the user to contact various organizations across multiple channels, and thus upgrade the user's experience.

4. 发明申请

WO2014089108A1 AD-WORDS OPTIMIZATION BASED ON PERFORMANCE ACROSS MULTIPLE CHANNELS 审中-公开
标题翻译：基于多通道性能的AD-WORDS优化
公开(公告)号：WO2014089108A1
公开(公告)日：2014-06-12
申请号：PCT/US2013/072909
申请日：2013-12-03
申请人： 24/7 CUSTOMER, INC.
发明人： VIJAYARAGHAVAN, Ravi , ADUSUMILLI, Kranthi, Mitra , KANNAN, Pallipuram, V.
IPC分类号： G06F17/30 , G06N5/02 , G06Q30/02
CPC分类号： G06Q30/0244 , G06Q30/0256
摘要： In online advertising, ad delivery optimization is derived from ad-words searches. A user performs a keyword search for a product or service. User interactions across multiple channels, e.g. phone, text, email, and so on, and multiple browsers that are used while conducting a search are analyzed to predict user intent. Based on the intent prediction, advertisements that are determined to be the most relevant are displayed along with the search results. The user then clicks through the ads to the websites that are most relevant to his search, for example to make purchases of goods and services.
摘要翻译：在线广告中，广告投放优化是从广告词搜索中获得的。用户对产品或服务执行关键字搜索。跨多个渠道的用户交互，例如电话，文本，电子邮件等，并分析在进行搜索时使用的多个浏览器，以预测用户意图。根据意图预测，确定为最相关的广告与搜索结果一起显示。用户然后点击广告到与他的搜索最相关的网站，例如购买商品和服务。

5. 发明申请

WO2017218944A1 METHOD AND APPARATUS FOR ASSESSING CUSTOMER VALUE BASED ON CUSTOMER INTERACTIONS WITH ADVERTISEMENTS 审中-公开
标题翻译：基于客户与广告相互作用评估客户价值的方法和设备
公开(公告)号：WO2017218944A1
公开(公告)日：2017-12-21
申请号：PCT/US2017/037956
申请日：2017-06-16
申请人： 24/7 CUSTOMER, INC.
发明人： KANNAN, Pallipuram, V. , ADUSUMILLI, Kranthi, Mitra
IPC分类号： G06Q30/00
CPC分类号： G06Q30/0201 , G06Q30/0249 , G06Q30/0269
摘要： A computer-implemented method and apparatus for assessing customer value of a customer based on customer interactions with advertisements are disclosed. An initial estimate of a customer value for a customer currently active on a Website related to an enterprise is determined. An estimate of an advertisement spend related to the customer and a propensity of the customer to perform an action in response to an advertisement displayed on the Website is also determined. A revised estimate of the customer value is generated by revising the initial estimate of customer value based on the the estimate of advertisement spend related to the customer and the propensity of the customer to perform the action. The revised estimate of customer value is used to facilitate engagement with the customer on the Website.
摘要翻译：公开了一种基于客户与广告的交互来评估客户的客户价值的计算机实现的方法和设备。确定当前在与企业相关的网站上活跃的客户的客户价值的初始估计。还确定与客户相关的广告支出的估计以及客户响应于在网站上显示的广告而执行动作的倾向。客户价值的修正估计是通过根据与客户相关的广告支出的估计以及客户执行该行为的倾向来修正客户价值的初始估计而产生的。修改后的客户价值估计值用于促进与网站上的客户互动。

6. 发明申请

WO2016094691A1 METHOD AND APPARATUS FOR FACILITATING STAFFING OF RESOURCES 审中-公开
标题翻译：促进资源人力资源的方法和装置
公开(公告)号：WO2016094691A1
公开(公告)日：2016-06-16
申请号：PCT/US2015/065047
申请日：2015-12-10
申请人： 24/7 CUSTOMER, INC.
发明人： KANNAN, Pallipuram, V. , ADUSUMILLI, Kranthi, Mitra
IPC分类号： G06Q10/06
CPC分类号： G06Q10/063118 , G06Q30/0202
摘要： A computer-implemented method and an apparatus for facilitating staffing of resources receives customer data corresponding to a plurality of customers of an enterprise. At least one intention is predicted for each customer to configure a plurality of intentions. An expected volume of interactions is estimated for at least one time period based on the plurality of intentions. Each interaction in the expected volume of interactions is associated with interaction attributes. Resource data corresponding to a plurality of resources of the enterprise is received. Each resource is associated with a plurality of resource attributes. At least one resource is mapped to each interaction based on a match between resource attributes associated with the at least one resource and the interaction attributes associated with the each interaction. A staffing of the plurality of resources is facilitated based on the mapping of the at least one resource to the each interaction.
摘要翻译：用于促进资源人员配备的计算机实现的方法和装置接收与企业的多个客户对应的客户数据。预测每个客户至少有一个意图来配置多个意图。基于多个意图估计至少一个时间段的预期交互量。预期交互量中的每个交互都与交互属性相关联。接收与企业的多个资源对应的资源数据。每个资源与多个资源属性相关联。基于与至少一个资源相关联的资源属性与与每个交互相关联的交互属性之间的匹配，将至少一个资源映射到每个交互。基于至少一个资源与每个交互的映射，促进了多个资源的人员配置。

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