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    METHOD AND APPARATUS FOR PERSONALIZING CUSTOMER INTERACTION EXPERIENCES
    13.
    发明申请
    METHOD AND APPARATUS FOR PERSONALIZING CUSTOMER INTERACTION EXPERIENCES 审中-公开
    个人客户互动经验的方法和装置

    公开(公告)号：US20150254675A1

    公开(公告)日：2015-09-10

    申请号：US14639739

    申请日：2015-03-05

    Applicant: 24/7 CUSTOMER, INC.

    Inventor： Pallipuram V. KANNAN ,  Ravi VIJAYARAGHAVAN ,  R. Mathangi SRI ,  Suchana SETH

    IPC: G06Q30/00

    CPC classification number: G06Q30/016 ,  G06Q30/02

    Abstract: A computer-implemented method and an apparatus for personalizing customer interaction experiences receives an input corresponding to at least one of a business objective and a customer interaction channel. A customer classification framework is selected based on the input. The customer classification framework is associated with a plurality of persona types, where each persona type is associated with a set of behavioral traits. A persona type for a customer is predicted from among the plurality of persona types during an interaction on the customer interaction channel. A propensity of the customer to perform at least one action is predicted based on the persona type. A provisioning of personalized interaction experience to the customer is facilitated based on the predicted propensity of the customer to perform the at least one action.

    Abstract translation: 用于个性化客户交互经验的计算机实现的方法和装置接收与业务目标和客户交互频道中的至少一个相对应的输入。 根据输入选择客户分类框架。 客户分类框架与多个角色类型相关联，其中每个角色类型与一组行为特征相关联。 在客户交互频道的交互期间，从多个角色类型中预测客户的角色类型。 基于角色类型预测客户执行至少一个动作的倾向。 基于预测客户执行至少一个动作的倾向，便于为客户提供个性化交互体验。

    METHOD AND APPARATUS FOR OPTIMIZING WEB AND MOBILE SELF-SERVE APPS
    14.
    发明申请
    METHOD AND APPARATUS FOR OPTIMIZING WEB AND MOBILE SELF-SERVE APPS 审中-公开
    优化网络和移动自助服务器的方法和设备

    公开(公告)号：US20130282595A1

    公开(公告)日：2013-10-24

    申请号：US13867746

    申请日：2013-04-22

    Applicant: 24/7 CUSTOMER, INC.

    Inventor： Ravi VIJAYARAGHAVAN ,  R. Mathangi SRI

    IPC: G06Q30/00

    Abstract: An embodiment of the invention takes advantage of the fact that the intuitive power of a self-serve app lies in constant learning. The app must quickly evolve to predict customer needs and provide the right content to the right customer. In an embodiment, Web and mobile self-serve apps are optimized by leveraging the chat data of drop-off customers from each screen of the app. In an embodiment, self-serve drop-off data is combined with chat data, the customer's identity data and Web log data to provide a powerful source for driving the targeting and content optimization of the app.

    Abstract translation: 本发明的一个实施例利用了这样的事实，即自助服务应用程序的直观力量在于不断学习。 应用程序必须快速演变以预测客户需求，并向正确的客户提供正确的内容。 在一个实施例中，通过利用来自应用的每个屏幕的下达客户的聊天数据来优化网络和移动自助服务应用。 在一个实施例中，自助放弃数据与聊天数据，客户的身份数据和Web日志数据组合，以提供用于驱动应用的定位和内容优化的强大来源。

    METHOD AND APPARATUS FOR BUILDING PREDICTION MODELS FROM CUSTOMER WEB LOGS
    15.
    发明申请
    METHOD AND APPARATUS FOR BUILDING PREDICTION MODELS FROM CUSTOMER WEB LOGS 审中-公开

    公开(公告)号：US20170270416A1

    公开(公告)日：2017-09-21

    申请号：US15459495

    申请日：2017-03-15

    Applicant: 24/7 Customer, Inc.

    Inventor： R. Mathangi SRI ,  Bhupinder SINGH

    IPC: G06N5/04 ,  G06N99/00

    CPC classification number: G06N5/04 ,  G06F16/9535 ,  G06F16/9566 ,  G06N20/00 ,  G06Q10/04 ,  G06Q30/00

    Abstract: A computer-implemented method and an apparatus to facilitate building of prediction models from customer Web logs includes receiving a Web log including unstructured data and structured data corresponding to a customer's journey on a Website. The structured data in the Web log is used to generate structured variables and the unstructured data in the Web log is used to generate unstructured variables. The generated structured and unstructured variables are concatenated to form a session string, which serves as a textual representation of the customer's journey on the Website. The session string is subjected to text-based processing to generate a plurality of features. The plurality of features are used to build one or more prediction models for facilitating prediction of at least one response variable corresponding to the customers visiting the Website.

    METHOD AND APPARATUS FOR ANALYZING LEAKAGE FROM CHAT TO VOICE
    17.
    发明申请
    METHOD AND APPARATUS FOR ANALYZING LEAKAGE FROM CHAT TO VOICE 有权
    用于分析从语音泄漏的方法和装置

    公开(公告)号：US20140192971A1

    公开(公告)日：2014-07-10

    申请号：US14149768

    申请日：2014-01-07

    Applicant: 24/7 Customer, Inc.

    Inventor： R. Mathangi SRI ,  Nitin Kumar HARDENIYA ,  Vaibhav SRIVASTAVA ,  Ravi VIJAYARAGHAVAN

    IPC: H04M3/51

    CPC classification number: H04M3/5175 ,  G06F17/24 ,  G06F17/27 ,  G06Q30/016 ,  H04M3/5133 ,  H04M3/5191 ,  H04M7/0045 ,  H04M2207/203

    Abstract: The customer experience is enhanced by detecting leakage-to-voice from chats and providing recommendations to operations, chat agents, and customers. A chat is classified into leakage-to-voice or leakage-to-text chat and actionable recommendations are then provided to operations, chat agents, and customers based on the leakage information. Once leakage is identified, various other insights are extracted from chats and such insights are fed into the knowledge-base. Such insights also used in agent training and are provided to chat agents as recommendations. This results in a better customer experience.

    Abstract translation: 通过从聊天中检测泄漏到语音并向操作，聊天代理和客户提供建议来增强客户体验。 聊天被分类为泄漏到语音或泄漏到文本聊天，然后基于泄漏信息向操作，聊天代理和客户提供可操作的建议。 一旦发现泄漏，就会从聊天中提取各种其他见解，并将这些见解送入知识库。 这些见解也用于代理培训，并作为建议提供给聊天代理。 这导致更好的客户体验。

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