发明授权
- 专利标题: Allocating virtual universe customer service
- 专利标题(中): 分配虚拟宇宙客户服务
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申请号: US13596150申请日: 2012-08-28
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公开(公告)号: US08527430B2公开(公告)日: 2013-09-03
- 发明人: Rick A. Hamilton, II , Brian M. O'Connell , Clifford A. Pickover , Anne R. Sand , Keith R. Walker
- 申请人: Rick A. Hamilton, II , Brian M. O'Connell , Clifford A. Pickover , Anne R. Sand , Keith R. Walker
- 申请人地址: US NY Armonk
- 专利权人: International Business Machines Corporation
- 当前专利权人: International Business Machines Corporation
- 当前专利权人地址: US NY Armonk
- 代理机构: Driggs, Hogg, Daugherty & Del Zoppo Co., LPA
- 代理商 Patrick J. Daugherty
- 主分类号: G06Q30/00
- IPC分类号: G06Q30/00
摘要:
Virtual universe customer service representatives are cloned and assigned as a function of observing customer behavior, retrieving historical data and creating a customer profile. Preferential subavatar assignment parameters are determined for a customer as a function of the customer profile, choosing a subavatar from a plurality of subavatars as a function of a correlation of a subavatar performance characteristic with the preferential subavatar assignment parameter and a store objective, and the clone is populated with the chosen subavatar. Choosing a subavatar may comprise preferentially rating subavatars and determining an appropriateness threshold as a function of the subavatar assignment parameter, the performance characteristics and the store objective. Some embodiments reset a threshold in response to time-in-queue or to repetitively observing customer behavior, retrieving customer data, determining a subavatar assignment parameter and choosing a highest-rated available subavatar meeting a revised threshold. Subavatars may comprise automated, customer service representative-controlled and jointly-controlled subavatars.
公开/授权文献
- US20120323736A1 ALLOCATING VIRTUAL UNIVERSE CUSTOMER SERVICE 公开/授权日:2012-12-20