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    Customer service analysis
    3.
    发明授权
    Customer service analysis 有权
    客户服务分析

    公开(公告)号：US09118759B2

    公开(公告)日：2015-08-25

    申请号：US12855944

    申请日：2010-08-13

    申请人： Raghuram Krishnapuram ,  L. Venkata Subramaniam

    发明人： Raghuram Krishnapuram ,  L. Venkata Subramaniam

    IPC分类号： H04M3/51

    CPC分类号： H04M3/51 ,  H04M3/5175

    摘要： A method, a system and a computer program product for analyzing customer service quality is disclosed. A plurality of customer call service quality parameters is identified using historical data. The plurality of customer call service quality parameters is quantified and correlated. The customer service quality is analyzed using the plurality of customer call service quality parameters. A repository is generated using the historical data of a plurality of customer calls and a set of pre-defined customer call flow templates. A subset of service quality queries is identified using contextual information of the customer call from the repository of service quality queries. The subset of service quality queries is then interspersed in the customer call. The customer service quality is analyzed using responses to the subset of service quality queries.

    摘要翻译： 公开了一种用于分析客户服务质量的方法，系统和计算机程序产品。 使用历史数据来识别多个客户呼叫服务质量参数。 多个客户呼叫服务质量参数被量化和相关。 使用多个客户呼叫服务质量参数分析客户服务质量。 使用多个客户呼叫的历史数据和一组预定义的客户呼叫流模板来生成存储库。 使用来自服务质量查询库的客户呼叫的上下文信息来识别服务质量查询的子集。 然后将服务质量查询的子集散布在客户呼叫中。 使用对服务质量查询子集的响应来分析客户服务质量。

    CLUSTERING A COLLECTION USING AN INVERTED INDEX OF FEATURES
    4.
    发明申请
    CLUSTERING A COLLECTION USING AN INVERTED INDEX OF FEATURES 审中-公开
    使用反转的特征索引集合收集

    公开(公告)号：US20120150867A1

    公开(公告)日：2012-06-14

    申请号：US12966698

    申请日：2010-12-13

    申请人： Danish Contractor ,  Thomas Hampp-Bahnmueller ,  Sachindra Joshi ,  Raghuram Krishnapuram ,  Kenney Ng

    发明人： Danish Contractor ,  Thomas Hampp-Bahnmueller ,  Sachindra Joshi ,  Raghuram Krishnapuram ,  Kenney Ng

    IPC分类号： G06F17/30

    CPC分类号： G06F17/3071 ,  G06F17/30598 ,  G06F17/30622

    摘要： Provided are techniques for creating an inverted index for features of a set of data elements, wherein each of the data elements is represented by a vector of features, wherein the inverted index, when queried with a feature, outputs one or more data elements containing the feature. The features of the set of data elements are ranked. For each feature in the ranked list, the inverted index is queried for data elements having the feature and not having any previously selected feature and a cluster of the data elements is created based on results returned in response to the query.

    摘要翻译： 提供了用于为一组数据元素的特征创建反向索引的技术，其中每个数据元素由特征向量表示，其中当用特征查询时，反向索引输出一个或多个包含 特征。 该组数据元素的特征被排序。 对于排序列表中的每个特征，对具有该特征并且没有任何先前选择的特征的数据元素查询反向索引，并且基于响应于该查询返回的结果来创建数据元素的集群。

    CUSTOMER SERVICE ANALYSIS
    5.
    发明申请
    CUSTOMER SERVICE ANALYSIS 有权
    客户服务分析

    公开(公告)号：US20120039460A1

    公开(公告)日：2012-02-16

    申请号：US12855944

    申请日：2010-08-13

    申请人： Raghuram Krishnapuram ,  L. Venkata Subramaniam

    发明人： Raghuram Krishnapuram ,  L. Venkata Subramaniam

    IPC分类号： H04M3/00

    CPC分类号： H04M3/51 ,  H04M3/5175

    摘要： A method, a system and a computer program product for analyzing customer service quality is disclosed. A plurality of customer call service quality parameters is identified using historical data. The plurality of customer call service quality parameters is quantified and correlated. The customer service quality is analyzed using the plurality of customer call service quality parameters. A repository is generated using the historical data of a plurality of customer calls and a set of pre-defined customer call flow templates. A subset of service quality queries is identified using contextual information of the customer call from the repository of service quality queries. The subset of service quality queries is then interspersed in the customer call. The customer service quality is analyzed using responses to the subset of service quality queries.

    摘要翻译： 公开了一种用于分析客户服务质量的方法，系统和计算机程序产品。 使用历史数据来识别多个客户呼叫服务质量参数。 多个客户呼叫服务质量参数被量化和相关。 使用多个客户呼叫服务质量参数分析客户服务质量。 使用多个客户呼叫的历史数据和一组预定义的客户呼叫流模板来生成存储库。 使用来自服务质量查询库的客户呼叫的上下文信息来识别服务质量查询的子集。 然后将服务质量查询的子集散布在客户呼叫中。 使用对服务质量查询子集的响应来分析客户服务质量。

    METHOD FOR DERIVING INTELLIGENCE FROM ACTIVITY LOGS
    7.
    发明申请
    METHOD FOR DERIVING INTELLIGENCE FROM ACTIVITY LOGS 有权
    从活动日志中提取智能的方法

    公开(公告)号：US20090271720A1

    公开(公告)日：2009-10-29

    申请号：US12111325

    申请日：2008-04-29

    申请人： Prasad M. Deshpande ,  Raghuram Krishnapuram ,  Debapriyo Majumdar ,  Deepak S. Padmanabhan

    发明人： Prasad M. Deshpande ,  Raghuram Krishnapuram ,  Debapriyo Majumdar ,  Deepak S. Padmanabhan

    IPC分类号： G06F17/30 ,  G06F3/048

    CPC分类号： G06F11/3476 ,  G06F11/3438

    摘要： Techniques for segregating one or more logs of at least one multitasking user to derive at least one behavioral pattern of the at least one multitasking user are provided. The techniques include obtaining at least one of at least one action log, configuration information, domain knowledge, at least one task history and open task repository information, correlating the at least one of at least one action log, configuration information, domain knowledge, at least one task history and open task repository information to determine a task associated with each of one or more actions and segregate the one or more logs based on the one or more actions, and using the one or more logs that have been segregated to derive at least one behavioral pattern of the at least one multitasking user. Techniques are also provided for deriving intelligence from at least one activity log of at least one multitasking user to provide information to the at least one user.

    摘要翻译： 提供了用于隔离至少一个多任务用户的一个或多个日志以导出所述至少一个多任务用户的至少一个行为模式的技术。 这些技术包括获得至少一个动作日志，配置信息，域知识，至少一个任务历史和开放任务存储库信息中的至少一个，将至少一个动作日志，配置信息，域知识中的至少一个与 至少一个任务历史和开放任务存储库信息，以确定与一个或多个动作中的每一个相关联的任务，并且基于所述一个或多个动作来隔离所述一个或多个日志，并且使用已经被隔离导出的一个或多个日志 所述至少一个多任务用户的至少一个行为模式。 还提供了用于从至少一个多任务用户的至少一个活动日志导出智能以向至少一个用户提供信息的技术。

    Mining of generalized disjunctive association rules
    8.
    发明授权
    Mining of generalized disjunctive association rules 有权
    广义分离关联规则挖掘

    公开(公告)号：US06754651B2

    公开(公告)日：2004-06-22

    申请号：US09836118

    申请日：2001-04-17

    申请人： Amit Anil Nanavati ,  Krishna Prasad Chitrapura ,  Sachindra Joshi ,  Raghuram Krishnapuram

    发明人： Amit Anil Nanavati ,  Krishna Prasad Chitrapura ,  Sachindra Joshi ,  Raghuram Krishnapuram

    IPC分类号： G06F1730

    CPC分类号： G06F17/30539 ,  G06F17/3061 ,  Y10S707/954 ,  Y10S707/961 ,  Y10S707/99932 ,  Y10S707/99933 ,  Y10S707/99943 ,  Y10S707/99945

    摘要： The present invention provides a system and a method for mining a new kind of association rules called disjunctive association rules, where the antecedent or the consequent of a rule may contain disjuncts of terms (XY or X⊕Y). Such rules are a natural generalisation to the kind of rules that have been mined hitherto. Furthermore, disjunctive association rules are generalised in the sense that the algorithm also mines rules which have disjunctions of conjuncts (C(AB)(DE)). Since the number of combinations of disjuncts is explosive, we use clustering to find a generalized subset. The said clustering is preferably performed using agglomerative clustering methods for finding the greedy subset.

    摘要翻译： 本发明提供了一种用于挖掘称为分离关联规则的新型关联规则的系统和方法，其中规则的先决条件或结果可以包含术语的分离（X Y或X⊕Y）。 这样的规则是对迄今为止开采的那种规则的自然概括。 此外，分离关联规则在一般意义上是泛化的，即该算法还采用具有联结分离的规则（C （A B）（D E） 。 由于分离组合的数量是爆炸性的，我们使用聚类来找到广义子集。 所述聚类优选使用用于发现贪婪子集的聚集聚类方法进行。