公开(公告)号：US20120303659A1

公开(公告)日：2012-11-29

申请号：US13479959

申请日：2012-05-24

申请人： George Erhart ,  Valentine C. Matula ,  David Skiba

发明人： George Erhart ,  Valentine C. Matula ,  David Skiba

IPC分类号： G06F17/30 ,  G06F15/16

CPC分类号： G06F17/30554 ,  H04L29/12594 ,  H04L61/30 ,  H04L67/22

摘要： A server executing a social media identity and discovery application and method are provided that scan social networking sites for communications. The target content is found with content indicators when communications are put on a social networking site. The content is recorded and evaluated. If the identified content is contextually significant, the alias and the private user data are correlated based on events, and a notification of the correlation is sent to an agent or a contact center system. The agent may verify that the identity of a poster has been accurately correlated with a customer record in the database. The agent or the system has the opportunity to respond to the communication, despite the anonymity of the poster on the social networking site.

摘要翻译： 提供了执行社交媒体身份和发现应用程序和方法的服务器，其扫描社交网站进行通信。 当通信被放置在社交网站上时，找到目标内容与内容指示符。 内容被记录和评估。 如果所识别的内容是上下文有意义的，则别名和私人用户数据基于事件相关，并且相关性的通知被发送到代理或联络中心系统。 代理人可以验证海报的身份是否与数据库中的客户记录正确相关。 代理人或系统有机会回应通信，尽管社交网站上的海报匿名。

公开(公告)号：US20110125550A1

公开(公告)日：2011-05-26

申请号：US12762854

申请日：2010-04-19

申请人： George Erhart ,  David Skiba ,  Valentine C. Matula

发明人： George Erhart ,  David Skiba ,  Valentine C. Matula

IPC分类号： G06Q10/00 ,  G06Q99/00 ,  G10L21/06

CPC分类号： H04M3/5233 ,  G06Q30/0201 ,  G06Q30/0204 ,  G06Q30/0256 ,  G06Q30/0264 ,  G06Q30/0269 ,  G06Q50/01 ,  G10L15/005 ,  H04M3/42068 ,  H04M3/5191 ,  H04M7/0024 ,  H04M2203/655 ,  H04W4/21

摘要： A system can determine the value of a customer that uses social media. An enterprise can provide an identity of a customer, identities of customers, or a profile of one or more customers. The enterprise can also provide one or more criteria in which to base the customer value calculation. The criteria can include the number of friends for a social media site, the number posts the user creates, the number of responses to the user's postings, the tenor of the user's postings, etc. Resources of information, including historic and current activity on social media sites, public resources, and other sources, are examined to provide a score for each criteria. A customer value score may then be generated from the criteria scores. The value score may then be used to modify the interactions of a contact center with the customer.

摘要翻译： 系统可以确定使用社交媒体的客户的价值。 企业可以提供客户的身份，客户的身份或一个或多个客户的个人资料。 企业还可以提供一个或多个基于客户价值计算的标准。 标准可以包括社交媒体网站的朋友数量，用户创建的帖子数量，用户发布的回复次数，用户发帖的次序等信息资源，包括社会上的历史和当前活动 检查媒体网站，公共资源和其他来源，为每个标准提供分数。 然后可以从标准分数生成客户价值分数。 然后可以使用价值分数来修改联络中心与客户的互动。

公开(公告)号：US09092492B2

公开(公告)日：2015-07-28

申请号：US13479959

申请日：2012-05-24

申请人： George Erhart ,  Valentine C. Matula ,  David Skiba

发明人： George Erhart ,  Valentine C. Matula ,  David Skiba

IPC分类号： G06F17/30 ,  H04L29/12 ,  H04L29/08

CPC分类号： G06F17/30554 ,  H04L29/12594 ,  H04L61/30 ,  H04L67/22

摘要： A server executing a social media identity and discovery application and method are provided that scan social networking sites for communications. The target content is found with content indicators when communications are put on a social networking site. The content is recorded and evaluated. If the identified content is contextually significant, the alias and the private user data are correlated based on events, and a notification of the correlation is sent to an agent or a contact center system. The agent may verify that the identity of a poster has been accurately correlated with a customer record in the database. The agent or the system has the opportunity to respond to the communication, despite the anonymity of the poster on the social networking site.

摘要翻译： 提供了执行社交媒体身份和发现应用程序和方法的服务器，其扫描社交网站进行通信。 当通信被放置在社交网站上时，找到目标内容与内容指示符。 内容被记录和评估。 如果所识别的内容是上下文有意义的，则别名和私人用户数据基于事件相关，并且相关性的通知被发送到代理或联络中心系统。 代理人可以验证海报的身份是否与数据库中的客户记录正确相关。 代理人或系统有机会回应通信，尽管社交网站上的海报匿名。

公开(公告)号：US08867730B2

公开(公告)日：2014-10-21

申请号：US12862079

申请日：2010-08-24

申请人： George Erhart ,  Valentine C. Matula ,  David Skiba

发明人： George Erhart ,  Valentine C. Matula ,  David Skiba

IPC分类号： H04M3/00 ,  H04M3/523

CPC分类号： H04M3/5232 ,  H04M2201/18 ,  H04M2203/551

摘要： A trend is identified by examining multiple communications in a contact center. For example, a trend can be a specific issue or problem related to a product. A communication related to the trend is identified. Based on identification of the trend, a process for routing the communications in the contact center is altered.In one embodiment, different menus/items in an Interactive Voice Response (IVR) system are changed based on the identified trend. In other embodiments, communications related to the trend are identified and moved to different queues or held in queues until there is a valid response. The identified communications can be responded to automatically, by specific agents, by group mailings, and the like. In addition, prior communications that relate to the trend are identified. This allows additional responses to be sent or processes to be altered in order to provide the customer with a better quality of service.

摘要翻译： 通过检查联络中心的多个通信来确定趋势。 例如，趋势可能是与产品相关的特定问题或问题。 确定与趋势相关的沟通。 根据趋势的识别，改变了联络中心通信路由的过程。 在一个实施例中，交互式语音应答（IVR）系统中的不同菜单/项目基于所识别的趋势而改变。 在其他实施例中，与趋势相关的通信被识别并移动到不同的队列或保持在队列中，直到有有效的响应。 所识别的通信可以通过特定的代理，通过组邮件等自动地进行响应。 此外，确定了与趋势相关的先前通信。 这允许发送更多的响应或更改流程，以便为客户提供更好的服务质量。

公开(公告)号：US20110276513A1

公开(公告)日：2011-11-10

申请号：US12777031

申请日：2010-05-10

申请人： George Erhart ,  Valentine C. Matula ,  David Skiba

发明人： George Erhart ,  Valentine C. Matula ,  David Skiba

IPC分类号： G06Q99/00 ,  G06F17/30

CPC分类号： G06Q30/0282 ,  G06F16/2465 ,  G06F16/335 ,  G06F16/9535 ,  G06Q30/02

摘要： Methods and systems provided herein provide an enterprise with the ability to conduct automated customer feedback surveys. In particular, customer interactions on social media channels are intelligently monitored, aggregated, filtered, and analyzed to determine a customer's response to a particular product or service. Since customers are more likely to be truthful regarding their reaction to a product or service on a neutral forum, such as a social media channel, more accurate customer feedback can be obtained in a less intrusive manner than has previously been available.

摘要翻译： 本文提供的方法和系统为企业提供进行自动化客户反馈调查的能力。 特别是，社交媒体渠道上的客户互动被智能监控，聚合，过滤和分析，以确定客户对特定产品或服务的响应。 由于客户对于在中立论坛（如社交媒体渠道）对产品或服务的反应更有可能是真实的，所以可以以比以前可用的更少的侵入性方式获得更准确的客户反馈。

公开(公告)号：US20110125580A1

公开(公告)日：2011-05-26

申请号：US12762856

申请日：2010-04-19

申请人： George Erhart ,  David Skiba ,  Valentine C. Matula

发明人： George Erhart ,  David Skiba ,  Valentine C. Matula

IPC分类号： G06Q30/00 ,  G06F15/16 ,  G06Q99/00

CPC分类号： H04M3/5233 ,  G06Q30/0201 ,  G06Q30/0204 ,  G06Q30/0256 ,  G06Q30/0264 ,  G06Q30/0269 ,  G06Q50/01 ,  G10L15/005 ,  H04M3/42068 ,  H04M3/5191 ,  H04M7/0024 ,  H04M2203/655 ,  H04W4/21

摘要： The provided contact center can locate customers that may be willing to buy goods or services, wherein those goods or services may have shelve lives or pending disposal dates. A profile for a customer is created in a dialog data structure; the customer is a likely purchaser of the goods or services. Social media messages are analyzed to determine if a poster is of a type that would be willing to buy a certain product. If the social media user is such a type, the contact center can contact the social media user and offer the product or service to that customer. As such, the enterprise receives a service that quickly locates customers that may be willing to products and allows them to dispose of the products that have certain shelve lives.

摘要翻译： 提供的联络中心可以定位可能愿意购买商品或服务的客户，其中这些商品或服务可能搁置生命或待处理日期。 在对话数据结构中创建客户的配置文件; 客户是商品或服务的可能购买者。 分析社交媒体消息以确定海报是否是愿意购买特定产品的类型。 如果社交媒体用户是这样的类型，联络中心可以联系社交媒体用户并向该客户提供产品或服务。 因此，企业可以快速找到可能愿意使用产品的客户，并允许他们处理具有一定货架生命的产品的服务。

公开(公告)号：US08837705B2

公开(公告)日：2014-09-16

申请号：US13081164

申请日：2011-04-06

申请人： George Erhart ,  Valentine C. Matula ,  David Skiba

发明人： George Erhart ,  Valentine C. Matula ,  David Skiba

IPC分类号： H04M5/00 ,  H04L12/66 ,  H04L12/24

CPC分类号： H04L41/5061

摘要： Systems and methods are provided to estimate the amount of service time left in a contact with a contact center. A system records metadata factors associated with contacts and the service time for the contacts. This information is incorporated into one or more service time probability distributions. A service time probability distribution is a function describing how much time a contact, having certain, defined characteristics, took historically. The distribution can subsequently be used to estimate service time for future contacts that have the same or similar characteristics.

摘要翻译： 提供系统和方法来估计与联络中心联系的剩余服务时间。 系统记录与联系人相关联的元数据因素和联系人的服务时间。 该信息被并入到一个或多个服务时间概率分布中。 服务时间概率分布是描述具有特定定义特征的联系人历时多少时间的函数。 该分配随后可用于估计具有相同或相似特征的未来联系人的服务时间。

公开(公告)号：US08331550B2

公开(公告)日：2012-12-11

申请号：US12709135

申请日：2010-02-19

申请人： George Erhart ,  David Skiba ,  Valentine C. Matula

发明人： George Erhart ,  David Skiba ,  Valentine C. Matula

IPC分类号： H04M3/00

CPC分类号： H04M3/5233 ,  G06Q30/0201 ,  G06Q30/0204 ,  G06Q30/0256 ,  G06Q30/0264 ,  G06Q30/0269 ,  G06Q50/01 ,  G10L15/005 ,  H04M3/42068 ,  H04M3/5191 ,  H04M7/0024 ,  H04M2203/655 ,  H04W4/21

摘要： A communication from a person in a first language is received at a contact center. A social network that the person frequents is searched to determine if the person can converse in a second language. The determination that the person can converse in the second language can be done through text analysis, voice analysis, picture analysis, video analysis, or different combinations of these. Based on the person being able to converse in the second language, the communication is routed differently within the contact center.In a second embodiment, the system and method searches the first social network to determine an issue in a first language. A second social network is searched to determine if the person can converse in a second language. Based on the person being able to converse in the second language, the issue is responded to based on the second language.

摘要翻译： 在联络中心接收来自第一语言的人的通信。 人们经常搜索的社交网络来确定该人是否可以用第二种语言进行交谈。 该人可以通过文本分析，语音分析，图像分析，视频分析或者这些的不同组合来完成第二语言的交互。 基于能够以第二语言进行交谈的人，通信在联络中心内的路由不同。 在第二实施例中，系统和方法搜索第一社交网络以确定第一语言中的问题。 搜索第二个社交网络以确定该人是否可以用第二语言进行交谈。 基于能够以第二语言进行交谈的人，该问题是基于第二语言进行的。

公开(公告)号：US20120257518A1

公开(公告)日：2012-10-11

申请号：US13081164

申请日：2011-04-06

申请人： George Erhart ,  Valentine C. Matula ,  David Skiba

发明人： George Erhart ,  Valentine C. Matula ,  David Skiba

IPC分类号： H04L12/26

CPC分类号： H04L41/5061

摘要： Systems and methods are provided to estimate the amount of service time left in a contact with a contact center. A system records metadata factors associated with contacts and the service time for the contacts. This information is incorporated into one or more service time probability distributions. A service time probability distribution is a function describing how much time a contact, having certain, defined characteristics, took historically. The distribution can subsequently be used to estimate service time for future contacts that have the same or similar characteristics.

摘要翻译： 提供系统和方法来估计与联络中心联系的剩余服务时间。 系统记录与联系人相关联的元数据因素和联系人的服务时间。 该信息被并入到一个或多个服务时间概率分布中。 服务时间概率分布是描述具有特定定义特征的联系人历时多少时间的函数。 该分配随后可用于估计具有相同或相似特征的未来联系人的服务时间。

公开(公告)号：US20110288897A1

公开(公告)日：2011-11-24

申请号：US12786215

申请日：2010-05-24

申请人： George Erhart ,  Valentine C. Matula ,  David Skiba

发明人： George Erhart ,  Valentine C. Matula ,  David Skiba

IPC分类号： G06Q10/00 ,  G06F17/27 ,  G06Q50/00 ,  G06Q99/00 ,  G06F17/30 ,  G06F15/16

CPC分类号： G06Q10/06 ,  G06F16/35 ,  G06F16/9535 ,  G06Q10/06311 ,  G06Q50/01

摘要： Methods and systems provided herein provide an enterprise with the ability to conduct quickly and consistently respond to social media work items and other work items. In particular, a collaboration tool is provided to agents which allows the agents to view historical responses of other agents that have been determined, by an automated agent, to be relevant to a newly received work item. The relevant historical responses can be used to service newly received work items as either a suggestion for responding or as a response template. Responses to work items are then archived with data which describes the nature of the response and the work item for which it was created.

摘要翻译： 本文提供的方法和系统为企业提供快速一致地回应社交媒体工作项目和其他工作项目的能力。 特别地，向代理提供协作工具，其允许代理查看由自动代理人确定为与新接收的工作项相关的其他代理的历史响应。 相关历史回应可用于为新收到的工作项目提供服务，作为响应建议或响应模板。 然后将对工作项目的响应与描述响应的性质及其创建的工作项的数据进行归档。