公开(公告)号：US08995646B2

公开(公告)日：2015-03-31

申请号：US13916751

申请日：2013-06-13

申请人： Jacada Inc.

发明人： Gideon Hollander ,  Christian George du Toit ,  Steven James Herlocher

IPC分类号： H04M3/51 ,  H04M3/42

CPC分类号： H04M3/42008 ,  H04M3/5166 ,  H04M3/5191 ,  H04M2203/254

摘要： A method includes: determining that an agent-assisted service session should be initiated between a user and a human agent at some point after the user has initiated a user session, wherein the user session produces user session data; generating one or more temporary agent access numbers through which a communication channel may be established between the user and the human agent for the agent-initiated session; communicating a selected one or more of the temporary agent access numbers to the user in response to the determination that an agent-assisted service session should be initiated; establishing a communication channel for the agent-assisted session between the user and the human agent via a particular agent access number among the selected one or more temporary agent access numbers; associating the user session data with the agent-assisted session; and communicating the user session data to the human agent in conjunction with the agent-assisted session.

摘要翻译： 一种方法包括：确定在用户已经发起用户会话之后的某个时间点应该在用户和人类代理之间发起代理协助服务会话，其中用户会话产生用户会话数据; 生成一个或多个临时代理访问号码，通过该临时代理访问号码可以在用户和人代理之间为代理发起的会话建立通信信道; 响应于应该启动代理协助服务会话的确定，将所选择的一个或多个临时代理访问号码传送给用户; 通过所选择的一个或多个临时代理接入号码中的特定代理接入号码建立用户和人机代理之间的代理协助会话的通信信道; 将用户会话数据与代理协助的会话相关联; 以及与代理协助的会话一起将用户会话数据传送给人类代理。

公开(公告)号：US09008288B2

公开(公告)日：2015-04-14

申请号：US13850595

申请日：2013-03-26

申请人： Jacada Inc.

发明人： Gideon Hollander ,  Dany Weil ,  Opher Richter

IPC分类号： H04M3/51 ,  H04M7/00

CPC分类号： H04M3/5183 ,  H04M3/5166 ,  H04M7/003 ,  H04M2201/42 ,  H04M2203/254 ,  H04M2203/355 ,  H04M2203/551

摘要： A method and system support an interaction of a user with a self service application via a self service access terminal, which may be a mobile device. The user employs the self service access terminal to navigate a decision tree associated with the self service application. When the user reaches a point in the decision tree which indicates that an agent-assisted service session should be initiated between the user and a human agent, the voice call may be initiated and data associated with the interaction with the self service application is communicated to an agent computer which displays the data to the human agent who handles the voice call. The data may include user data, environmental data, line-of-business data pertaining to the user, and/or data indicating the path on the decision tree which the user traversed prior to the voice call.

摘要翻译： 一种方法和系统通过可以是移动设备的自助服务接入终端来支持用户与自助服务应用的交互。 用户使用自助接入终端来导航与自助服务应用相关联的决策树。 当用户到达决策树中指示在用户和人类代理之间应发起代理协助服务会话的点时，可以发起语音呼叫，并且与与自助服务应用的交互相关联的数据被传送到 代理计算机，其向处理语音呼叫的人员显示数据。 数据可以包括与用户有关的用户数据，环境数据，业务线数据和/或指示用户在语音呼叫之前经过的决策树上的路径的数据。

公开(公告)号：US20140369485A1

公开(公告)日：2014-12-18

申请号：US13916751

申请日：2013-06-13

申请人： Jacada Inc.

发明人： Gideon Hollander ,  Christian George du Toit ,  Steven James Herlocher

IPC分类号： H04M3/42 ,  H04M3/51

CPC分类号： H04M3/42008 ,  H04M3/5166 ,  H04M3/5191 ,  H04M2203/254

摘要： A method includes: determining that an agent-assisted service session should be initiated between a user and a human agent at some point after the user has initiated a user session, wherein the user session produces user session data; generating one or more temporary agent access numbers through which a communication channel may be established between the user and the human agent for the agent-initiated session; communicating a selected one or more of the temporary agent access numbers to the user in response to the determination that an agent-assisted service session should be initiated; establishing a communication channel for the agent-assisted session between the user and the human agent via a particular agent access number among the selected one or more temporary agent access numbers; associating the user session data with the agent-assisted session; and communicating the user session data to the human agent in conjunction with the agent-assisted session.

摘要翻译： 一种方法包括：确定在用户已经发起用户会话之后的某个时间点应该在用户和人类代理之间发起代理协助服务会话，其中用户会话产生用户会话数据; 生成一个或多个临时代理访问号码，通过该临时代理访问号码可以在用户和人代理之间为代理发起的会话建立通信信道; 响应于应该启动代理协助服务会话的确定，将所选择的一个或多个临时代理访问号码传送给用户; 通过所选择的一个或多个临时代理接入号码中的特定代理接入号码建立用户和人机代理之间的代理协助会话的通信信道; 将用户会话数据与代理协助的会话相关联; 以及与代理协助的会话一起将用户会话数据传送给人类代理。

公开(公告)号：US20130251126A1

公开(公告)日：2013-09-26

申请号：US13850595

申请日：2013-03-26

申请人： JACADA INC.

发明人： Gideon Hollander ,  Dany Weil ,  Opher Richter

IPC分类号： H04M3/51

CPC分类号： H04M3/5183 ,  H04M3/5166 ,  H04M7/003 ,  H04M2201/42 ,  H04M2203/254 ,  H04M2203/355 ,  H04M2203/551

摘要： A method and system support an interaction of a user with a self service application via a self service access terminal, which may be a mobile device. The user employs the self service access terminal to navigate a decision tree associated with the self service application. When the user reaches a point in the decision tree which indicates that an agent-assisted service session should be initiated between the user and a human agent, the voice call may be initiated and data associated with the interaction with the self service application is communicated to an agent computer which displays the data to the human agent who handles the voice call. The data may include user data, environmental data, line-of-business data pertaining to the user, and/or data indicating the path on the decision tree which the user traversed prior to the voice call.

摘要翻译： 一种方法和系统通过可以是移动设备的自助服务接入终端来支持用户与自助服务应用的交互。 用户使用自助接入终端来导航与自助服务应用相关联的决策树。 当用户到达决策树中指示在用户和人类代理之间应发起代理协助服务会话的点时，可以发起语音呼叫，并且与与自助服务应用的交互相关联的数据被传送到 代理计算机，其向处理语音呼叫的人员显示数据。 数据可以包括与用户有关的用户数据，环境数据，业务线数据和/或指示用户在语音呼叫之前经过的决策树上的路径的数据。