公开(公告)号：US20190019197A1

公开(公告)日：2019-01-17

申请号：US15649061

申请日：2017-07-13

申请人： ASAPP, INC

发明人： Denisa Anca Olteanu Roberts ,  Shawn Henry ,  Hui Dai

IPC分类号： G06Q30/00 ,  G06Q10/06 ,  G06N3/04 ,  G10L15/26 ,  G10L15/22

摘要： Mathematical models may be used to improve the customer support process by using a dispatch model to determine whether to dispatch a technician and/or an analysis model to determine one or more actions to be taken to resolve the customer support issue. The mathematical models may process a feature vector that includes features relating to text of the customer support request and other information such as the operational status of the service provided to the customer. A dispatch model may process the feature vector to determine whether to dispatch a technician and an analysis model may process the feature vector to select one or more actions to be performed by the technician or another person. Influential features may be identified and used to provide additional information relating to decision or selections of the mathematical models.

公开(公告)号：US20180365702A1

公开(公告)日：2018-12-20

申请号：US16110742

申请日：2018-08-23

申请人： ASAPP, INC.

发明人： Vicky Sehrawat ,  Jason Shaev ,  Punyashloka Biswal ,  Brian Dillmann ,  Joseph Hackman ,  Shawn Henry ,  Gustavo Sapoznik

IPC分类号： G06Q30/00 ,  H04M3/42 ,  G06F21/31 ,  G06N3/08

CPC分类号： G06Q30/016 ,  G06F17/2785 ,  G06F17/279 ,  G06F21/31 ,  G06N3/04 ,  G06N3/0427 ,  G06N3/08 ,  G06N5/003 ,  G06Q10/1053 ,  G06Q10/107 ,  G06Q30/01 ,  H04L51/02 ,  H04L51/18 ,  H04L51/32 ,  H04L67/02 ,  H04L67/306 ,  H04M3/42382 ,  H04M3/5141 ,  H04M3/5183

摘要： A third-party company may assist other companies in providing customer support to their customers. The third-party company may provide software to a computer of a customer service representative to present a user interface to assist the customer service representative in responding to customer requests. Third-party company may also send update data to the computer of the customer service representative to cause a portion of the user interface to be updated, where the update data is determined using an intent of a message received from a customer. A message received from the customer may be processed to determine the intent of the message, a template may be obtained using the intent, and the update data may be generated by rendering the selected template. The update data may then be transmitted to the computer of the customer service representative to cause a portion of the user interface to be updated.