公开(公告)号：US09319527B2

公开(公告)日：2016-04-19

申请号：US13217958

申请日：2011-08-25

Applicant: Reinhard Klemm

Inventor： Reinhard Klemm

IPC: H04M3/00 ,  H04M3/523 ,  H04M3/42

CPC classification number: H04M3/5238 ,  H04M3/42059

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for providing estimated wait times to consumers waiting to communicate with a customer service representative. The system accesses information about the consumer, analyzes that information, and based on that analysis places the consumer into a segment. The system then provides to the consumer an estimated wait time to communicate with a customer service representative based on the segment assigned to the consumer. Access to information about the consumer can be actively granted by the consumer, or passively acquired by a system configured to utilize publically available information.

Abstract translation: 这里公开的是系统，方法和非暂时的计算机可读存储介质，用于向等待与客户服务代表通信的消费者提供估计的等待时间。 系统访问有关消费者的信息，分析该信息，并根据该分析将消费者置于细分市场。 系统然后基于分配给消费者的段向消费者提供估计的等待时间以与客户服务代表进行通信。 有关消费者的信息的访问可以由消费者主动地授予，或被被配置为利用公共可用信息的系统被动地获取。

公开(公告)号：US20130006874A1

公开(公告)日：2013-01-03

申请号：US13174025

申请日：2011-06-30

Applicant: Reinhard KLEMM

Inventor： Reinhard KLEMM

IPC: G06Q10/00

CPC classification number: G06Q30/02

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for preserving context across multiple customer service venues. A system configured to practice the method identifies a user profile of a user requesting customer service, generates a context based on the user profile, the request, and other relevant data. The system communicates with the user at a first customer service venue based on the context, and receives an indication of movement of the user from the first customer service venue to a second customer service venue. The system transfers the context to the second customer service venue, and communicates with the user at the second customer service venue based on the context. A customer service venue can be a knowledge base, a troubleshooting guide, a social network, an online virtual world, a text-based chat, a voice conversation, a video chat, a spoken dialog system, and an onsite visit.

Abstract translation: 本文公开了用于在多个客户服务场所保持上下文的系统，方法和非暂时的计算机可读存储介质。 被配置为练习该方法的系统识别请求客户服务的用户的用户简档，基于用户简档，请求和其他相关数据生成上下文。 该系统基于上下文在第一客户服务场所与用户通信，并且接收用户从第一客户服务场所移动到第二客户服务场所的移动指示。 该系统将上下文传送到第二客户服务场所，并且基于上下文与第二客户服务场所的用户进行通信。 客户服务场地可以是知识库，故障排除指南，社交网络，在线虚拟世界，基于文本的聊天，语音对话，视频聊天，口语对话系统和现场访问。

公开(公告)号：US20070276860A1

公开(公告)日：2007-11-29

申请号：US11383271

申请日：2006-05-15

Applicant: Reinhard Klemm

Inventor： Reinhard Klemm

IPC: G06F17/00

CPC classification number: G06F9/4493

Abstract: An object persistence mechanism is disclosed that enables the generation of software objects that have persistent data and a mutable key. A mutable key capability is advantageous in a variety of applications, such as monitoring a set of users and their login status on a plurality of media servers (e.g., an email server, an instant messaging server, a voice mail server, a video server, an audio-conferencing server, etc.). Implementations based on the Enterprise JavaBean specification are disclosed for three illustrative embodiments of the present invention. The illustrative embodiments of the present invention can also be implemented in accordance with object persistence mechanisms other than Enterprise JavaBeans.

Abstract translation: 公开了一种允许生成具有持久数据和可变密钥的软件对象的对象持续机制。 可变密钥能力在各种应用中是有利的，例如监视一组用户及其在多个媒体服务器（例如，电子邮件服务器，即时消息服务器，语音邮件服务器，视频服务器， 音频会议服务器等）。 对于本发明的三个说明性实施例，公开了基于Enterprise JavaBean规范的实现。 本发明的说明性实施例也可以根据除企业JavaBeans之外的对象持久性机制来实现。

公开(公告)号：US20140044246A1

公开(公告)日：2014-02-13

申请号：US13572090

申请日：2012-08-10

Applicant: Reinhard KLEMM ,  Doree Duncan Seligmann

Inventor： Reinhard KLEMM ,  Doree Duncan Seligmann

IPC: H04M11/00

CPC classification number: H04M3/523 ,  H04L65/1069 ,  H04L65/1076 ,  H04M3/42068 ,  H04M7/0024 ,  H04M2203/655

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for determining call importance using social network context. A system can receive a call from a caller and establish the identity of the caller. The system can then retrieve a social network context associated with the caller identity from a social network and determine an importance score for the call using the social network context. Social network contexts can be derived from a social network profile, caller utterances, and a social graph. Based on the importance score, the contact center provides an appropriate level of customer service. The level of customer service a contact center provides can be based on resource availability, call type, call time, agent queue selection, offered communication modalities and customer follow-up.

Abstract translation: 这里公开了用于使用社交网络上下文来确定呼叫重要性的系统，方法和非暂时的计算机可读存储介质。 系统可以接收来自呼叫者的呼叫并建立呼叫者的身份。 然后，系统可以从社交网络检索与呼叫者身份相关联的社交网络上下文，并使用社交网络上下文确定呼叫的重要性得分。 社交网络环境可以从社交网络配置文件，呼叫者语音和社交图形中导出。 根据重要性分数，联络中心提供适当的客户服务水平。 联络中心提供的客户服务水平可以基于资源可用性，呼叫类型，呼叫时间，代理队列选择，提供的通信模式和客户跟踪。

公开(公告)号：US20120166345A1

公开(公告)日：2012-06-28

申请号：US12978904

申请日：2010-12-27

Applicant: Reinhard Klemm

Inventor： Reinhard Klemm

IPC: G06Q10/00

CPC classification number: G06Q30/016

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for providing customized customer service interactions between users and an enterprise. A method includes the steps of receiving a customer service request from a user terminal and generating a customer intimacy profile for the user associated with the user terminal based at least on user data associated with the user and available from at least one social media channel. The method also includes assembling customer service object for the user terminal based at least on the customer intimacy profile, where the customer service object identifying at least one customer service channel available for the user. The method further includes delivering a user interface to the user terminal, where a content of the user interface is based on the customer service object.

Abstract translation: 本文公开了用于在用户和企业之间提供定制的客户服务交互的系统，方法和非暂时的计算机可读存储介质。 一种方法包括以下步骤：从用户终端接收客户服务请求，并且至少基于与用户相关联的用户数据并从至少一个社交媒体信道获得的用户信息，生成与用户终端相关联的用户的客户亲密概况。 该方法还包括至少基于客户亲密概况来组装用户终端的客户服务对象，其中客户服务对象识别可用于用户的至少一个客户服务信道。 该方法还包括向用户终端递送用户界面，其中用户界面的内容基于客户服务对象。

公开(公告)号：US20070274503A1

公开(公告)日：2007-11-29

申请号：US11418331

申请日：2006-05-04

Applicant: Reinhard Klemm ,  Doree Seligmann

Inventor： Reinhard Klemm ,  Doree Seligmann

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/42051 ,  H04M2203/2038

Abstract: A system and method for permitting an initiator of a communication session request and a recipient of the communication session request to quickly negotiate the beginning of a communication session, such as a phone call, wherein the negotiation is performed based on the expressed current need and the current availability of the recipient.

Abstract translation: 一种用于允许通信会话请求的发起者和通信会话请求的接收方快速协商诸如电话呼叫的通信会话的开始的系统和方法，其中基于所表达的当前需要进行协商，并且 目前收件人的可用性。

公开(公告)号：US20060155733A1

公开(公告)日：2006-07-13

申请号：US10999902

申请日：2004-11-30

Applicant: Ajita John ,  Reinhard Klemm ,  Doree Seligmann

Inventor： Ajita John ,  Reinhard Klemm ,  Doree Seligmann

IPC: G06F17/00

CPC classification number: H04M3/42374 ,  H04L67/24 ,  H04L67/2804

Abstract: Methods and apparatus are provided for collecting proxy presence information about an object associated with a user from one or more proxy presence sources associated with the user. A proxy presence agent is associated with each of the proxy presence sources; and the proxy presence agents provide proxy presence information to one or more presence servers. The object may be, for example, one or more of a business document, an application document, or one or more runtime objects associated with the user. The proxy presence agent reports one or more of macropresence events and micropresence events related to the object. A continuous presence function is generated for each of the proxy presence sources that characterizes the likelihood that the object is active at the corresponding presence source at a given time. The proxy presence sources may include, for example, one or more business applications, application execution environments, devices or locations.

公开(公告)号：US20060085417A1

公开(公告)日：2006-04-20

申请号：US10955917

申请日：2004-09-30

Applicant: Ajita John ,  Reinhard Klemm ,  Thomas Petsche ,  Doree Seligmann

Inventor： Ajita John ,  Reinhard Klemm ,  Thomas Petsche ,  Doree Seligmann

IPC: G06F17/30

CPC classification number: G06F17/30604 ,  G06F2216/03 ,  G06Q10/06

Abstract: Methods and apparatus are provided for analyzing user activity and for recording such user activity in an entity relationship model. A network is searched for materials associated with a user and content analysis techniques are performed on the associated materials to extract one or more characteristics from the associated materials based on predefined criteria. The extracted information is stored in an entity relationship model that relates the user to the extracted characteristics. The characteristics may include activity information, expertise information and location information. The entity relationship model can thereafter be searched to identify and optionally contact one or more users having desired characteristics.

Abstract translation: 提供了用于分析用户活动并在实体关系模型中记录这样的用户活动的方法和装置。 搜索网络与用户相关联的材料，并且对相关联的材料执行内容分析技术以基于预定标准从相关联的材料中提取一个或多个特征。 提取的信息被存储在将用户与提取的特征相关联的实体关系模型中。 特征可以包括活动信息，专业知识信息和位置信息。 此后可以搜索实体关系模型以识别并且可选地联系具有期望特征的一个或多个用户。

公开(公告)号：US20050070312A1

公开(公告)日：2005-03-31

申请号：US10742243

申请日：2003-12-19

Applicant: Doree Seligmann ,  Michael Sammon ,  Lynne Brotman ,  Anjum Khan ,  Reinhard Klemm ,  Ajita John ,  David Boyer

Inventor： Doree Seligmann ,  Michael Sammon ,  Lynne Brotman ,  Anjum Khan ,  Reinhard Klemm ,  Ajita John ,  David Boyer

IPC: H04M3/44 ,  H04L12/56 ,  H04L12/66 ,  H04M3/42 ,  H04W4/02 ,  H04Q7/20

CPC classification number: H04M3/42229 ,  H04M2242/30 ,  H04W4/02

Abstract: A method and apparatus for enabling a user of a telecommunications terminal to specify desired characteristics for the recipient of a call in lieu of a contact identifier are disclosed. The illustrative embodiment enables a user to specify one or more of the following criteria for a recipient: (i) a role requirement that specifies a role (e.g., a nurse, a doctor, etc.); (ii) a capability requirement that specifies one or more capabilities (e.g., able to speak Spanish, etc.); (iii) a location requirement (e.g., on the third floor of Building A, etc.); and (iv) a cardinality descriptor for the number of recipients (e.g., one recipient, at least three recipients, etc.). The illustrative embodiment also employs availability data (e.g., a schedule, etc.) and rules to determine whether a particular person is available to receive a call.

Abstract translation: 公开了一种用于使电信终端的用户能够指定呼叫的接收者代替联系人标识符的期望特征的方法和装置。 说明性实施例使得用户能够为接收者指定以下标准中的一个或多个：（i）指定角色的角色要求（例如护士，医生等）; （ii）指定一种或多种能力（例如能说西班牙语等）的能力要求; （iii）位置要求（例如，A楼三楼等）; 和（iv）用于接收者数量（例如，一个接收者，至少三个接收者等）的基数描述符。 说明性实施例还采用可用性数据（例如，时间表等）和规则来确定特定人员是否可用于接收呼叫。