公开(公告)号：US07658327B2

公开(公告)日：2010-02-09

申请号：US11538259

申请日：2006-10-03

申请人： Kenneth D. Tuchman ,  Henry Truong

发明人： Kenneth D. Tuchman ,  Henry Truong

IPC分类号： G06F7/08

CPC分类号： G06Q30/02 ,  G06Q30/06 ,  G06Q30/0603

摘要： The present invention, as embodied in the claims, relates to customer care management via a communications systems and methods including, in embodiments, a combination of automated and human services to be provided to a customer in a retail store environment in real time. For example, one embodiment of the present invention provides an automated method for assisting a customer in a retail store comprising: identifying the customer; periodically identifying the customer's position in the store; identifying a product of interest to the customer; and communicating information to the customer via a remote specialized sales agent or other audio, visual and/or computer data relevant to the customer.

摘要翻译： 如权利要求书中体现的本发明涉及通过通信系统和方法进行的客户关怀管理，该系统和方法在实施例中包括实时地在零售商店环境中提供给客户的自动化和人类服务的组合。 例如，本发明的一个实施例提供了一种用于辅助零售商店中的客户的自动化方法，包括：识别顾客; 定期识别客户在商店中的位置; 识别客户感兴趣的产品; 以及通过远程专用销售代理或与客户相关的其他音频，视觉和/或计算机数据向客户传达信息。

公开(公告)号：US07881454B2

公开(公告)日：2011-02-01

申请号：US11450189

申请日：2006-06-08

申请人： Kenneth D. Tuchman ,  Intae Myong ,  Bruce Sharpe ,  Henry Truong ,  James Radzicki

发明人： Kenneth D. Tuchman ,  Intae Myong ,  Bruce Sharpe ,  Henry Truong ,  James Radzicki

IPC分类号： H04M3/00 ,  H04M15/00

CPC分类号： H04M3/5166 ,  G06Q30/0207 ,  G06Q30/0241 ,  G06Q30/0242 ,  H04M3/42068 ,  H04M3/42102 ,  H04M3/515 ,  H04M2201/38 ,  H04M2203/2011

摘要： In embodiments, the present invention is directed to methods of handling calls received from customers. In one embodiment, the method includes receiving a call from a customer who called a promotional telephone number. The phone call is connected to an IVR system. The IVR system maintains a set of rules for handling calls. The method further includes creating a call detail record, which includes a unique identifier, a source telephone number, and the promotional telephone number. A customized greeting is then played to the customer based on the promotional telephone number the customer dialed. Based on the rules for handling calls, the call is redirected from the IVR system to an agent along with transmitting and displaying the call detail record to the agent.

摘要翻译： 在实施例中，本发明涉及处理从客户接收的呼叫的方法。 在一个实施例中，该方法包括从呼叫促销电话号码的客户接收呼叫。 电话连接到IVR系统。 IVR系统维护一组处理呼叫的规则。 该方法还包括创建呼叫详细记录，其包括唯一标识符，源电话号码和促销电话号码。 然后根据客户拨打的促销电话号码向客户播放定制的问候语。 基于处理呼叫的规则，将呼叫从IVR系统重定向到代理，同时向代理发送和显示呼叫详细记录。

公开(公告)号：US20070041527A1

公开(公告)日：2007-02-22

申请号：US11450189

申请日：2006-06-08

申请人： Kenneth Tuchman ,  Intae Myong ,  Bruce Sharpe ,  Henry Truong ,  James Radzicki

发明人： Kenneth Tuchman ,  Intae Myong ,  Bruce Sharpe ,  Henry Truong ,  James Radzicki

IPC分类号： H04M1/64

CPC分类号： H04M3/5166 ,  G06Q30/0207 ,  G06Q30/0241 ,  G06Q30/0242 ,  H04M3/42068 ,  H04M3/42102 ,  H04M3/515 ,  H04M2201/38 ,  H04M2203/2011

摘要： In embodiments, the present invention is directed to methods of handling calls received from customers. In one embodiment, the method includes receiving a call from a customer who called a promotional telephone number. The phone call is connected to an IVR system. The IVR system maintains a set of rules for handling calls. The method further includes creating a call detail record, which includes a unique identifier, a source telephone number, and the promotional telephone number. A customized greeting is then played to the customer based on the promotional telephone number the customer dialed. Based on the rules for handling calls, the call is redirected from the IVR system to an agent along with transmitting and displaying the call detail record to the agent.

摘要翻译： 在实施例中，本发明涉及处理从客户接收的呼叫的方法。 在一个实施例中，该方法包括从呼叫促销电话号码的客户接收呼叫。 电话连接到IVR系统。 IVR系统维护一组处理呼叫的规则。 该方法还包括创建呼叫详细记录，其包括唯一标识符，源电话号码和促销电话号码。 然后根据客户拨打的促销电话号码向客户播放定制的问候语。 基于处理呼叫的规则，将呼叫从IVR系统重定向到代理，同时向代理发送和显示呼叫详细记录。