-
公开(公告)号：US20170104876A1
公开(公告)日：2017-04-13
申请号：US15388471
申请日：2016-12-22
CPC分类号： H04M3/523 , H04L65/1083 , H04M3/5141 , H04M3/5191 , H04M3/52 , H04M2201/22 , H04M2203/404 , H04M2203/551 , H04M2203/558
摘要： A system and method for asynchronous conversation routing and tracing that allows a client and agent to connect and reconnect to one another over a discontinuous engagement. The system and method facilitate this by allowing multiple methods of communication between the client and agent, including live communications and out-of-band communications. All communications between a client and agent are tied to a client case accessible by the agent, and the client case can include context and environmental data to further assist the agent or to route a customer service call to an appropriate agent. At any time, the client or agent can send out-of-band messages to one another to advance the customer service process, or the client or agent can seek to re-establish live communication with each other. This provides the client with a consistent point of contact not easily supportable with phone based call centers where support is single-threaded.
-
公开(公告)号：US09218410B2
公开(公告)日：2015-12-22
申请号：US14616037
申请日：2015-02-06
IPC分类号： G06F17/00 , G06F7/00 , G06F17/30 , G06F3/16 , G06F3/0482 , G06F3/0484
CPC分类号： H04M3/493 , G06F3/0482 , G06F3/04842 , G06F3/167 , G06F9/451 , G06F17/30312 , G06F17/30327 , G06F17/3053 , G06F17/30557 , G06F17/30598 , G06N99/005 , H04M3/5166 , H04M2203/556
摘要： An apparatus includes a user interface module configured to receive user information associated with a user. The apparatus also includes a classification module configured to apply a classifier defined within a classification tree to the user information, and to calculate a classification score representing an estimated likelihood that the user is associated with at least one user type. The classification module is also configured to classify the user to an identified user type based on the classification score. The apparatus also includes a database configured to store at least one of user account information associated with the user, historical information associated with the user, or historical information associated with a group of users including the user. The apparatus also includes an interface generation module configured to generate a signal based on the information in the database, the signal specifying a user interface to be presented to the user.
摘要翻译： 一种装置包括：用户接口模块，被配置为接收与用户相关联的用户信息。 该设备还包括分类模块，其被配置为将分类树内定义的分类器应用于用户信息，并且计算表示用户与至少一个用户类型相关联的估计可能性的分类分数。 分类模块还被配置为基于分类分数将用户分类为所识别的用户类型。 该设备还包括数据库，该数据库被配置为存储与该用户相关联的用户帐户信息，与该用户相关联的历史信息或与包括该用户的一组用户相关联的历史信息中的至少一个。 该装置还包括：接口生成模块，被配置为基于数据库中的信息生成信号，该信号指定要呈现给用户的用户界面。
-
公开(公告)号：US20130282844A1
公开(公告)日：2013-10-24
申请号：US13795868
申请日：2013-03-12
申请人： Paul Logan , Mike Hibbard , Joshua Gray , Vete Clements
发明人： Paul Logan , Mike Hibbard , Joshua Gray , Vete Clements
IPC分类号： H04L29/08
CPC分类号： H04L67/141 , H04L63/08 , H04L63/083 , H04L67/02 , H04L67/146 , H04L67/22 , H04M3/42263 , H04M3/5141 , H04M3/5175 , H04M3/5191 , H04M3/5307 , H04M7/0042 , H04M2203/551
摘要： A method includes receiving at a host device a first communication associated with a transaction from at least one electronic device included in a set of electronic devices. The host device includes at least a memory, a processor, and a database. The first communication received at a first time and via a first communication mode. The method includes sending a response to the first communication at a second time after the first time and independent of the first time. The host devices receives a second communication associated with the transaction from the at least one electronic device at a third time. The first communication, the response to the first communication, and the second communication are displayable in a persistent record of the transaction regardless of a difference between the first time and the third time.
摘要翻译： 一种方法包括在主机设备处从包括在一组电子设备中的至少一个电子设备接收与交易相关联的第一通信。 主机设备至少包括存储器，处理器和数据库。 第一次通信是通过第一通信模式首次接收到的。 该方法包括在第一次之后的第二时间发送对第一通信的响应，并且独立于第一次。 主机设备在第三时间从至少一个电子设备接收与交易相关联的第二通信。 第一通信，对第一通信的响应和第二通信可以在事务的永久记录中显示，而与第一次和第三次之间的差异无关。
-
公开(公告)号：US20170085707A1
公开(公告)日：2017-03-23
申请号：US15223656
申请日：2016-07-29
CPC分类号： H04M3/493 , G06F3/0482 , G06F3/04842 , G06F3/167 , G06F9/451 , G06F16/22 , G06F16/2246 , G06F16/24578 , G06F16/25 , G06F16/285 , G06N20/00 , H04M3/5166 , H04M2203/556
摘要： An apparatus includes a user interface module configured to receive user information associated with a user. The apparatus also includes a classification module configured to apply a classifier defined within a classification tree to the user information, and to calculate a classification score representing an estimated likelihood that the user is associated with at least one user type. The classification module is also configured to classify the user to an identified user type based on the classification score. The apparatus also includes a database configured to store at least one of user account information associated with the user, historical information associated with the user, or historical information associated with a group of users including the user. The apparatus also includes an interface generation module configured to generate a signal based on the information in the database, the signal specifying a user interface to be presented to the user.
-
公开(公告)号：US20140237061A1
公开(公告)日：2014-08-21
申请号：US14248843
申请日：2014-04-09
发明人： Paul Logan , Mike Hibbard , Joshua Gray , Vete Clements
IPC分类号： H04L29/08
CPC分类号： H04L67/141 , H04L63/08 , H04L63/083 , H04L67/02 , H04L67/146 , H04L67/22 , H04M3/42263 , H04M3/5141 , H04M3/5175 , H04M3/5191 , H04M3/5307 , H04M7/0042 , H04M2203/551
摘要： A method includes receiving at a host device a first communication associated with a transaction from at least one electronic device included in a set of electronic devices. The host device includes at least a memory, a processor, and a database. The first communication received at a first time and via a first communication mode. The method includes sending a response to the first communication at a second time after the first time and independent of the first time. The host devices receives a second communication associated with the transaction from the at least one electronic device at a third time. The first communication, the response to the first communication, and the second communication are displayable in a persistent record of the transaction regardless of a difference between the first time and the third time.
摘要翻译： 一种方法包括在主机设备处从包括在一组电子设备中的至少一个电子设备接收与交易相关联的第一通信。 主机设备至少包括存储器，处理器和数据库。 第一次通信是通过第一通信模式首次接收到的。 该方法包括在第一次之后的第二时间发送对第一通信的响应，并且独立于第一次。 主机设备在第三时间从至少一个电子设备接收与交易相关联的第二通信。 第一通信，对第一通信的响应和第二通信可以在事务的永久记录中显示，而与第一次和第三次之间的差异无关。
-
公开(公告)号：US20140137200A1
公开(公告)日：2014-05-15
申请号：US14157691
申请日：2014-01-17
发明人： PAUL LOGAN , MIKE HIBBARD , JOSHUA GRAY , VETE CLEMENTS
IPC分类号： H04L29/06
CPC分类号： H04L67/141 , H04L63/08 , H04L63/083 , H04L67/02 , H04L67/146 , H04L67/22 , H04M3/42263 , H04M3/5141 , H04M3/5175 , H04M3/5191 , H04M3/5307 , H04M7/0042 , H04M2203/551
摘要： A method includes receiving at a host device a first communication associated with a transaction from at least one electronic device included in a set of electronic devices. The host device includes at least a memory, a processor, and a database. The first communication received at a first time and via a first communication mode. The method includes sending a response to the first communication at a second time after the first time and independent of the first time. The host devices receives a second communication associated with the transaction from the at least one electronic device at a third time. The first communication, the response to the first communication, and the second communication are displayable in a persistent record of the transaction regardless of a difference between the first time and the third time.
摘要翻译： 一种方法包括在主机设备处从包括在一组电子设备中的至少一个电子设备接收与交易相关联的第一通信。 主机设备至少包括存储器，处理器和数据库。 第一次通信是通过第一通信模式首次接收到的。 该方法包括在第一次之后的第二时间发送对第一通信的响应，并且独立于第一次。 主机设备在第三时间从至少一个电子设备接收与交易相关联的第二通信。 第一通信，对第一通信的响应和第二通信可以在事务的永久记录中显示，而与第一次和第三次之间的差异无关。
-
公开(公告)号：US09172690B2
公开(公告)日：2015-10-27
申请号：US14157691
申请日：2014-01-17
发明人： Paul Logan , Mike Hibbard , Joshua Gray , Vete Clements
CPC分类号： H04L67/141 , H04L63/08 , H04L63/083 , H04L67/02 , H04L67/146 , H04L67/22 , H04M3/42263 , H04M3/5141 , H04M3/5175 , H04M3/5191 , H04M3/5307 , H04M7/0042 , H04M2203/551
摘要： A method includes receiving at a host device a first communication associated with a transaction from at least one electronic device included in a set of electronic devices. The host device includes at least a memory, a processor, and a database. The first communication received at a first time and via a first communication mode. The method includes sending a response to the first communication at a second time after the first time and independent of the first time. The host devices receives a second communication associated with the transaction from the at least one electronic device at a third time. The first communication, the response to the first communication, and the second communication are displayable in a persistent record of the transaction regardless of a difference between the first time and the third time.
摘要翻译： 一种方法包括在主机设备处从包括在一组电子设备中的至少一个电子设备接收与交易相关联的第一通信。 主机设备至少包括存储器，处理器和数据库。 第一次通信是通过第一通信模式首次接收到的。 该方法包括在第一次之后的第二时间发送对第一通信的响应，并且独立于第一次。 主机设备在第三时间从至少一个电子设备接收与交易相关联的第二通信。 第一通信，对第一通信的响应和第二通信可以在事务的永久记录中显示，而与第一次和第三次之间的差异无关。
-
公开(公告)号：US08880631B2
公开(公告)日：2014-11-04
申请号：US14248843
申请日：2014-04-09
发明人： Paul Logan , Mike Hibbard , Joshua Gray , Vete Clements
IPC分类号： G06F15/16 , G06F15/173 , H04L29/06 , H04L29/08 , H04M3/51
CPC分类号： H04L67/141 , H04L63/08 , H04L63/083 , H04L67/02 , H04L67/146 , H04L67/22 , H04M3/42263 , H04M3/5141 , H04M3/5175 , H04M3/5191 , H04M3/5307 , H04M7/0042 , H04M2203/551
摘要： A method includes receiving at a host device a first communication associated with a transaction from at least one electronic device included in a set of electronic devices. The host device includes at least a memory, a processor, and a database. The first communication received at a first time and via a first communication mode. The method includes sending a response to the first communication at a second time after the first time and independent of the first time. The host devices receives a second communication associated with the transaction from the at least one electronic device at a third time. The first communication, the response to the first communication, and the second communication are displayable in a persistent record of the transaction regardless of a difference between the first time and the third time.
摘要翻译： 一种方法包括在主机设备处从包括在一组电子设备中的至少一个电子设备接收与交易相关联的第一通信。 主机设备至少包括存储器，处理器和数据库。 第一次通信是通过第一通信模式首次接收到的。 该方法包括在第一次之后的第二时间发送对第一通信的响应，并且独立于第一次。 主机设备在第三时间从至少一个电子设备接收与交易相关联的第二通信。 第一通信，对第一通信的响应和第二通信可以在事务的永久记录中显示，而与第一次和第三次之间的差异无关。
-
公开(公告)号：US20160226978A1
公开(公告)日：2016-08-04
申请号：US14866080
申请日：2015-09-25
发明人： Paul LOGAN , Mike HIBBARD , Joshua GRAY , Vete CLEMENTS
CPC分类号： H04L67/141 , H04L63/08 , H04L63/083 , H04L67/02 , H04L67/146 , H04L67/22 , H04M3/42263 , H04M3/5141 , H04M3/5175 , H04M3/5191 , H04M3/5307 , H04M7/0042 , H04M2203/551
摘要： A method includes receiving at a host device a first communication associated with a transaction from at least one electronic device included in a set of electronic devices. The host device includes at least a memory, a processor, and a database. The first communication received at a first time and via a first communication mode. The method includes sending a response to the first communication at a second time after the first time and independent of the first time. The host devices receives a second communication associated with the transaction from the at least one electronic device at a third time. The first communication, the response to the first communication, and the second communication are displayable in a persistent record of the transaction regardless of a difference between the first time and the third time.
-
10.发明授权公开(公告)号：US09166881B1
公开(公告)日：2015-10-20
申请号：US14587558
申请日：2014-12-31
发明人： Joshua Gray , Michael Hibbard
IPC分类号： G06F15/173 , H04L12/24 , H04L12/26
CPC分类号： H04L43/0894 , H04L41/0896 , H04L43/0864
摘要： An apparatus, includes a user interface module configured to send a signal to display an interface of a self-service application used by a user to communicate with a host device via a network. The apparatus also includes a bandwidth analysis module operatively coupled to the user interface module. The bandwidth analysis module is configured to calculate a bandwidth associated with communication with the host device via the network. The bandwidth analysis module is also configured to receive, from the host device, a bandwidth criterion associated with at least one network communication mode used for communication with the host device. The user interface module is configured to reduce or eliminate an availability of the at least one network communication mode to the self-service application when the bandwidth fails to meet the bandwidth criterion.
摘要翻译： 一种装置，包括：用户接口模块，被配置为发送信号以显示用户使用的自助服务应用的接口，以经由网络与主机设备进行通信。 该装置还包括可操作地耦合到用户接口模块的带宽分析模块。 带宽分析模块被配置为计算经由网络与与主机设备的通信相关联的带宽。 带宽分析模块还被配置为从主机设备接收与用于与主机设备进行通信的至少一个网络通信模式相关联的带宽准则。 用户接口模块被配置为当带宽不能满足带宽标准时，减少或消除对自助服务应用的至少一个网络通信模式的可用性。
-
-
-
-
-
-
-
-
-
搜索结果
10 条记录 (耗时 0.018 秒)
