公开(公告)号：US20120076283A1

公开(公告)日：2012-03-29

申请号：US13239195

申请日：2011-09-21

Applicant: Dinesh AJMERA ,  Debashish Panda ,  Pankai Ghanshani ,  Sumit Kumar ,  Ravi Vijayaraghavan ,  Mathangi Sri Ramachandran

Inventor： Dinesh AJMERA ,  Debashish Panda ,  Pankai Ghanshani ,  Sumit Kumar ,  Ravi Vijayaraghavan ,  Mathangi Sri Ramachandran

IPC: H04M11/00

CPC classification number: G06N5/04 ,  G06N3/006 ,  G06N20/00 ,  G06Q10/10 ,  G06Q30/016 ,  G06Q30/0202 ,  H04L12/1827 ,  H04L51/02 ,  H04L51/04 ,  H04M3/5183

Abstract: A mechanism for facilitating customer interactions within a customer service environment provides prompt and accurate answers to customer questions. A smart chat facility for use in a customer service environment to predict a customer problem examines a customer chat transcript to identify customer statements that set forth a customer issue and, responsive to this, can route the customer to an agent, an appropriate FAQ, or can implement a problem specific widget in the customer UI. Customer queries are matched with most correct responses and accumulated knowledge is used to predict a best response to future customer queries. The iterative system thus learns from each customer interaction and can adapt to customer responses over time to improve the accuracy of problem prediction.

Abstract translation: 促进客户服务环境中的客户交互的机制可以提供客户问题的即时和准确的答案。 在客户服务环境中用于预测客户问题的智能聊天设施检查客户聊天记录，以识别出客户问题的客户声明，并且响应于此可将客户路由到代理，适当的常见问题解答或 可以在客户界面中实现特定于问题的小部件。 客户查询与最正确的答案匹配，积累的知识用于预测未来客户查询的最佳响应。 因此，迭代系统从每个客户交互中学习，并可随时间适应客户响应，以提高问题预测的准确性。

公开(公告)号：US20110004701A1

公开(公告)日：2011-01-06

申请号：US12647281

申请日：2009-12-24

Applicant: Debashish Panda ,  Nayan Kumar Jain

Inventor： Debashish Panda ,  Nayan Kumar Jain

IPC: G06F15/173

CPC classification number: G06F9/547

Abstract: A development, deployment and execution environment for a plurality of application components present in a distributed system in a service oriented architecture paradigm, the plurality of application components comprising both enterprise application components and communications application components and a method for application component life cycle management as well as registration, discovery, routing and processing of both synchronous and asynchronous service requests among the plurality of application components.

Abstract translation: 存在于面向服务的架构范例中的分布式系统中的多个应用组件的开发，部署和执行环境，所述多个应用组件包括企业应用组件和通信应用组件以及应用组件生命周期管理的方法 作为多个应用组件之间的同步和异步服务请求的注册，发现，路由和处理。