公开(公告)号：EP1241596A2

公开(公告)日：2002-09-18

申请号：EP02251242.0

申请日：2002-02-22

申请人： Kanisa Inc.

发明人： Angel, Mark. A ,  Kay, David. B

IPC分类号： G06F17/30

CPC分类号： G06Q30/02 ,  G06F17/3089 ,  G06Q10/06393 ,  G06Q30/06

摘要： This document discusses, among other things, systems and methods for implementing at least partially automated customer relationship management (CRM) distributed across various enterprises or entities. Such entities may include an anchor or affinity enterprise vending a "whole product" to consumers, and various secondary or tenant enterprises vending components of the whole product. Such entities may also include a reseller or other value-adder as the affinity enterprise, and the product manufacturer as the secondary enterprise. By providing a distributed CRM content provider, documentation or other content can be substantially independently created, managed, and/or updated by the particular entity most capable of doing so. Autocontextualization of documents and/or user-provider dialog to concepts allows efficient and inexpensive content management. In addition to dialog-driven concept-organized content providers, other content providers include, among other things, web site documents or services, text search engines, discussion threads, and/or escalation to (or de-escalation from) an interface for interacting with a human customer service representative over a computer network or at the enterprise's CRM call center.

摘要翻译： 本文件还讨论了分布在不同企业或实体中的至少部分自动化客户关系管理（CRM）的系统和方法。 这样的实体可以包括向消费者售出“整个产品”的锚或亲属企业，以及销售整个产品的零部件的各种二级或租户企业。 此类实体还可以包括经销商或其他价值加法器作为亲和力企业，以及作为第二企业的产品制造商。 通过提供分布式CRM内容提供商，文档或其他内容可以由最有能力这样做的特定实体独立创建，管理和/或更新。 将文档和/或用户提供程序对话框自动文本化到概念允许高效和便宜的内容管理。 除了对话驱动的概念组织的内容提供商之外，其他内容提供商除了其他内容之外还包括网站文档或服务，文本搜索引擎，讨论线程和/或升级到用于交互的界面（或从其升级） 通过计算机网络或企业的CRM呼叫中心的人力客户服务代表。

公开(公告)号：EP1241596A3

公开(公告)日：2005-01-26

申请号：EP02251242.0

申请日：2002-02-22

申请人： Kanisa Inc.

发明人： Angel, Mark. A ,  Kay, David. B

IPC分类号： G06F17/30

CPC分类号： G06Q30/02 ,  G06F17/3089 ,  G06Q10/06393 ,  G06Q30/06

摘要： This document discusses, among other things, systems and methods for implementing at least partially automated customer relationship management (CRM) distributed across various enterprises or entities. Such entities may include an anchor or affinity enterprise vending a "whole product" to consumers, and various secondary or tenant enterprises vending components of the whole product. Such entities may also include a reseller or other value-adder as the affinity enterprise, and the product manufacturer as the secondary enterprise. By providing a distributed CRM content provider, documentation or other content can be substantially independently created, managed, and/or updated by the particular entity most capable of doing so. Autocontextualization of documents and/or user-provider dialog to concepts allows efficient and inexpensive content management. In addition to dialog-driven concept-organized content providers, other content providers include, among other things, web site documents or services, text search engines, discussion threads, and/or escalation to (or de-escalation from) an interface for interacting with a human customer service representative over a computer network or at the enterprise's CRM call center.