公开(公告)号：US20160261747A1

公开(公告)日：2016-09-08

申请号：US14639143

申请日：2015-03-05

Applicant: XEROX CORPORATION

Inventor： VEERASUNDARAVEL THIRUGNANASUNDARAM ,  TONG SUN ,  ARUN BAKTHAVACHALU

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  G06Q50/01 ,  H04M3/5191

Abstract: What is disclosed is a customer relationship management system to help customer care agents prioritize a response to an incoming message. Historical conversations between customers and agents are retrieved. Each conversation has associated features and an assigned priority. Features are categorized into a plurality of categories. A priority is assigned to each category based on the features and the cumulative priority of all conversations in each category. Thereafter, an incoming message is received from a customer's computing device. Features are extracted from the incoming message. A determination is then made as to which of the categories this incoming message belongs based on this message's features. A priority is then assigned to the incoming message based on a priority assigned to the category which the incoming message belongs. The priority is then displayed for a customer agent so the agent can prioritize his/her response to that customer's incoming message.

Abstract translation: 披露的是客户关系管理系统，以帮助客户关怀代理优先考虑对传入消息的响应。 检索客户和代理之间的历史对话。 每个会话都具有相关联的功能和分配的优先级。 功能被分为多个类别。 基于每个类别中所有会话的特征和累积优先级，将优先级分配给每个类别。 此后，从客户的计算设备接收传入消息。 从传入的消息中提取功能。 然后根据该消息的特征确定该传入消息所属的哪个类别。 然后，基于分配给传入消息所属类别的优先级，将优先级分配给传入消息。 然后为客户代理显示优先级，因此代理可以对他/她对该客户的传入消息的响应进行优先级排序。

公开(公告)号：US20160132924A1

公开(公告)日：2016-05-12

申请号：US14538214

申请日：2014-11-11

Applicant: XEROX CORPORATION

Inventor： VEERASUNDARAVEL THIRUGNANASUNDARAM ,  Saravanan Krishnan ,  Tong Sun ,  Arun Bakthavachalu

IPC: G06Q30/02 ,  G06Q50/00

CPC classification number: G06Q30/0252 ,  G06Q30/0261 ,  G06Q50/01

Abstract: The disclosed embodiments illustrate methods and systems for creating event-triggered marketing campaigns. The method includes determining one or more events by analyzing messages of one or more users on social media platforms. Each event has an associated location and a timeline. Thereafter, one or more first attributes, associated with a set of users, corresponding to each event, are determined from the one or more users. Further, one or more target customers are determined from one or more customers of an organization based on the one or more first attributes and one or more second attributes of the one or more customers. Thereafter, the marketing campaigns are created for the one or more target customers based on the one or more second attributes and a historical data of the one or more target customers. Further, media delivery channels for the marketing campaigns are determined based on the timeline of each event.

Abstract translation: 所公开的实施例说明了用于创建事件触发的营销活动的方法和系统。 该方法包括通过分析社交媒体平台上的一个或多个用户的消息来确定一个或多个事件。 每个事件都有相关的位置和时间轴。 此后，从一个或多个用户确定与每个事件对应的一组用户相关联的一个或多个第一属性。 此外，一个或多个目标客户基于一个或多个客户的一个或多个第一属性和一个或多个第二属性从组织的一个或多个客户确定。 此后，基于一个或多个第二属性和一个或多个目标客户的历史数据为一个或多个目标客户创建营销活动。 此外，基于每个事件的时间线来确定营销活动的媒体传送渠道。