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.

公开(公告)号：EP1275042A2

公开(公告)日：2003-01-15

申请号：EP01918361.5

申请日：2001-03-06

申请人： Kanisa Inc.

发明人： ANDERSON, Monica ,  ANGEL, Mark, A. ,  COPPERMAN, Max ,  FRATKINA, Raya ,  HUFFMAN, Scott ,  KAY, David ,  STERN, Robert

IPC分类号： G06F3/033

CPC分类号： G06F17/30654 ,  G06F17/30873 ,  G06N5/042 ,  Y10S707/99933 ,  Y10S707/99945

摘要： A method and system are disclosed for retrieving information through the use of a multi-stage interaction with a client to identify particular knowledge content associated with a knowledge map. The present invention is an application program running on a server accessed via the world-wide web or other data network using standard Internet protocols, a web browser and web server software. In addition to an automated portion, the present invention allows a human dialog designer to model the way the system elicits information, giving a human feel to the dialog and a better customer experience. In operation, users start a dialog by directing their web browser to a designated web page. This web page asks the user some initial questions that are then passed to a dialog engine. The dialog engine then applies its methods and algorithms to a knowledge map, using dialog control information/and the user's responses to provide feedback to the user. The feedback may include follow-up questions, relevant documents, and instructions to the user (e.g., instructions to contact a human customer service representative). This dialog engine response is rendered as a web page and returned to the user's web browser. The user can then respond further to the follow-up questions he or she is presented, and the cycle repeats. The invention can be implemented so that it can interact with customers through a wide variety of communication channels including the Internet, wireless devices (e.g., telephone, pager, etc.), handheld devices such as a Personal Data Assistant (PDA), email, and via a telephone where the automated system is delivered using an interactive voice response (IVR) and/or speech-recognition system.

公开(公告)号：EP1203315A1

公开(公告)日：2002-05-08

申请号：EP00939890.0

申请日：2000-06-15

申请人： Kanisa Inc.

发明人： ANGEL, Mark ,  BILINSKI, Alan ,  COPPERMAN, Max ,  FRATKINA, Raya ,  HUFFMAN, Scott, B. ,  KAY, David, Beesley ,  MOTWANI, Rajeev ,  PETERS, Stanley ,  PRUETT, Rodney ,  RUDY, Jeffrey, H.

IPC分类号： G06F17/30

CPC分类号： G06F17/3071 ,  G06F17/30663 ,  G06F17/30707 ,  G06F17/30716

摘要： A method and system are disclosed for organizing and retrieving information through the use of taxonomies. Documents stored in the organization and retrieval subsystem may be manually or automatically classified into a predetermined number of taxonomies. In operation, automatic term extractor creates a list of terms that are indicative of the subject matter contained in the documents. A term analysis system assigns the relevant terms to one or more taxonomies, and a suitable algorithm is then used to determine the relatedness between each list of terms and its associated taxonomy. The system then clusters documents for each taxonomy in accordance with the weights ascribed to the terms in the taxonomy's list and a directed acyclic graph (DAG) hierarchical structure is created. The present invention may then be used to aid a researcher or user in quickly identifying relevant documents, in response to an inputted query.