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公开(公告)号：US20170054848A1
公开(公告)日：2017-02-23
申请号：US14832862
申请日：2015-08-21
Applicant: Samsung Electronics Co., Ltd.
Inventor： Yunsong Meng , Doreen Cheng , Yongmei Shi , Justin Martineau
CPC classification number: H04M3/5191 , G06Q30/02 , H04M3/5233
Abstract: A method and device for automatic digital customer service agent processing to automatically redirect to a correct channel for assistance. A method includes obtaining communication information based on customer communication iterations. Customer emotion information and customer situation context information is detected based on customer information obtained from one or more devices. Redirection option information is retrieved for a condition corresponding to the customer situation context information from an assistant-redirection knowledge base. The customer situation context information, the communication information, the customer emotion information and the redirection option information are used to determine and to provide a redirection suggestion with a justification, or an answer response.
Abstract translation: 一种用于自动数字客户服务代理处理的方法和设备，用于自动重定向到正确的渠道以获得帮助。 一种方法包括基于客户通信迭代获得通信信息。 基于从一个或多个设备获得的客户信息来检测客户情绪信息和客户情况上下文信息。 对于与辅助重定向知识库的客户情况上下文信息相对应的条件，检索重定向选项信息。 用户情况上下文信息，通信信息，客户情绪信息和重定向选项信息用于确定和提供具有理由或应答响应的重定向建议。
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公开(公告)号：US10685287B2
公开(公告)日：2020-06-16
申请号：US14186309
申请日：2014-02-21
Applicant: Samsung Electronics Co., Ltd.
Inventor： Doreen Cheng , Jie Bao , Justin Martineau , Yunsong Meng
IPC: G06N5/02
Abstract: A computing system includes: a control unit configured to operate a knowledge discovery component to extract knowledge from data, operate a knowledge engineering component to perform a knowledge extension or a knowledge evolution on the data or the knowledge; and a user interface, coupled to the communication unit, configured to operate an interface component to interact with the knowledge discovery component and the knowledge engineering component.
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公开(公告)号：US10193843B2
公开(公告)日：2019-01-29
申请号：US14963171
申请日：2015-12-08
Applicant: Samsung Electronics Co., Ltd.
Inventor： Yunsong Meng , Doreen Cheng , Yongmei Shi
Abstract: A computing system includes: a control circuit configured to: access a subject interaction representing communication between a customer and a service provider; identify a communication segment and a sourcing party associated with the communication segment from the subject interaction; generate a message label for the communication segment based on the sourcing party; generate a dialog-flow framework based on the message label for representing the subject interaction; and a storage circuit, coupled to the control circuit, configured to store the dialog-flow framework.
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公开(公告)号：US20170163584A1
公开(公告)日：2017-06-08
申请号：US14963171
申请日：2015-12-08
Applicant: Samsung Electronics Co., Ltd.
Inventor： Yunsong Meng , Doreen Cheng , Yongmei Shi
IPC: H04L12/58
CPC classification number: H04L51/18 , G06Q10/0633 , G06Q10/103 , G06Q50/01
Abstract: A computing system includes: a control circuit configured to: access a subject interaction representing communication between a customer and a service provider; identify a communication segment and a sourcing party associated with the communication segment from the subject interaction; generate a message label for the communication segment based on the sourcing party; generate a dialog-flow framework based on the message label for representing the subject interaction; and a storage circuit, coupled to the control circuit, configured to store the dialog-flow framework.
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Patent Agency Ranking
公开(公告)号：US09723149B2
公开(公告)日：2017-08-01
申请号：US14832862
申请日：2015-08-21
Applicant: Samsung Electronics Co., Ltd.
Inventor： Yunsong Meng , Doreen Cheng , Yongmei Shi , Justin Martineau
CPC classification number: H04M3/5191 , G06Q30/02 , H04M3/5233
Abstract: A method and device for automatic digital customer service agent processing to automatically redirect to a correct channel for assistance. A method includes obtaining communication information based on customer communication iterations. Customer emotion information and customer situation context information is detected based on customer information obtained from one or more devices. Redirection option information is retrieved for a condition corresponding to the customer situation context information from an assistant-redirection knowledge base. The customer situation context information, the communication information, the customer emotion information and the redirection option information are used to determine and to provide a redirection suggestion with a justification, or an answer response.
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6.发明申请COMPUTING SYSTEM WITH ITERATIVE KNOWLEDGE MANAGEMENT MECHANISM AND METHOD OF OPERATION THEREOF 审中-公开具有迭代知识管理机制的计算系统及其操作方法公开(公告)号：US20140279726A1
公开(公告)日：2014-09-18
申请号：US14186309
申请日：2014-02-21
Applicant: Samsung Electronics Co., Ltd.
Inventor： Doreen Cheng , Jie Bao , Justin Martineau , Yunsong Meng
IPC: G06N5/02
Abstract: A computing system includes: a control unit configured to operate a knowledge discovery component to extract knowledge from data, operate a knowledge engineering component to perform a knowledge extension or a knowledge evolution on the data or the knowledge; and a user interface, coupled to the communication unit, configured to operate an interface component to interact with the knowledge discovery component and the knowledge engineering component.
Abstract translation: 计算系统包括：控制单元，被配置为操作知识发现组件以从数据中提取知识，操作知识工程组件以对数据或知识执行知识扩展或知识演进; 以及耦合到所述通信单元的用户界面，被配置为操作接口组件以与所述知识发现组件和所述知识工程组件交互。
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公开(公告)号：US10891620B2
公开(公告)日：2021-01-12
申请号：US15228532
申请日：2016-08-04
Applicant: Samsung Electronics Co., Ltd.
Inventor： Yunsong Meng , Aneesh Ali Nainamvalappil Cheriyakath , Manan Kapadia , Minseok Park , Chung Liu
Abstract: A system and method is provided for accessing data across networks and from mobile devices for providing fraud detection and risk management and that maintains anonymity of users. More particularly, a system and method implemented inside a payment server is provided that can access data across networks and from mobile devices, including encoded personally identifiable information (PII) data, and aggregate and analyze such data from multiple payment networks to generate a risk score that is sent to one or more payment networks for fraud detection and risk management, while maintaining anonymity of users.
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公开(公告)号：US09753967B2
公开(公告)日：2017-09-05
申请号：US14230841
申请日：2014-03-31
Applicant: Samsung Electronics Co., Ltd.
Inventor： Yunsong Meng , Doreen Cheng
IPC: G06F17/30
CPC classification number: G06F17/30371 , G06F17/3053 , G06F17/30864 , G06F17/3097
Abstract: A system includes: a storage unit configured to receive an input query; and a control unit, coupled to the storage unit, configured to: identify input query components in the input query; detect a query conflict between one or more of the input query components; generate a conflict free query based on the input query components; and generate a query response for the conflict free query for displaying on a device.
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9.发明申请COMPUTING SYSTEM WITH ERROR DETECTION MECHANISM AND METHOD OF OPERATION THEREOF 有权具有错误检测机制的计算系统及其操作方法公开(公告)号：US20150278285A1
公开(公告)日：2015-10-01
申请号：US14230841
申请日：2014-03-31
Applicant: Samsung Electronics Co., Ltd.
Inventor： Yunsong Meng , Doreen Cheng
IPC: G06F17/30
CPC classification number: G06F17/30371 , G06F17/3053 , G06F17/30864 , G06F17/3097
Abstract: A system includes: a storage unit configured to receive an input query; and a control unit, coupled to the storage unit, configured to: identify input query components in the input query; detect a query conflict between one or more of the input query components; generate a conflict free query based on the input query components; and generate a query response for the conflict free query for displaying on a device.
Abstract translation: 系统包括：存储单元，被配置为接收输入查询; 以及耦合到所述存储单元的控制单元，被配置为：识别所述输入查询中的输入查询组件; 检测一个或多个输入查询组件之间的查询冲突; 基于输入查询组件生成无冲突查询; 并为无冲突查询生成查询响应，以便在设备上显示。
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