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公开(公告)号：US20150237206A1
公开(公告)日：2015-08-20
申请号：US14698709
申请日：2015-04-28
Applicant: 24/7 CUSTOMER, INC.
Inventor： R. Mathangi SRI , Nitin Kumar HARDENIYA , Vaibhav SRIVASTAVA , Ravi VIJAYARAGHAVAN
CPC classification number: H04M3/5175 , G06F17/24 , G06F17/27 , G06Q30/016 , H04M3/5133 , H04M3/5191 , H04M7/0045 , H04M2207/203
Abstract: The customer experience is enhanced by detecting leakage-to-voice from chats and providing recommendations to operations, chat agents, and customers. A chat is classified into leakage-to-voice or leakage-to-text chat and actionable recommendations are then provided to operations, chat agents, and customers based on the leakage information. Once leakage is identified, various other insights are extracted from chats and such insights are fed into the knowledge-base. Such insights also used in agent training and are provided to chat agents as recommendations. This results in a better customer experience.
Abstract translation: 通过从聊天中检测泄漏到语音并向操作，聊天代理和客户提供建议来增强客户体验。 聊天被分类为泄漏到语音或泄漏到文本聊天，然后基于泄漏信息向操作，聊天代理和客户提供可操作的建议。 一旦发现泄漏，就会从聊天中提取各种其他见解，并将这些见解送入知识库。 这些见解也用于代理培训，并作为建议提供给聊天代理。 这导致更好的客户体验。
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2.发明申请公开(公告)号：US20140195562A1
公开(公告)日：2014-07-10
申请号：US14145570
申请日：2013-12-31
Applicant: 24/7 CUSTOMER, INC.
Inventor： Nitin Kumar HARDENIYA , R. Mathangi SRI , Ravi VIJAYARAGHAVAN
IPC: G06F17/30
CPC classification number: G06Q30/0256 , G06N5/022 , G06Q30/01
Abstract: The propensity and intent of a user to make a purchase is predicted based on product search queries and chat streams. The contents of the data sources, including search queries and chat streams, are analyzed for product names and product attributes. The results of the analyses are used to predict user needs. Product names and attributes are extracted from the data sources. The extracted information is mapped onto abstract product categories. Based on the abstract product categories, offers for products and services are made to the user.
Abstract translation: 基于产品搜索查询和聊天流预测用户进行购买的倾向和意图。 分析数据源的内容，包括搜索查询和聊天流，分析产品名称和产品属性。 分析结果用于预测用户需求。 从数据源中提取产品名称和属性。 提取的信息被映射到抽象的产品类别。 根据抽象产品类别，为用户提供产品和服务。
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公开(公告)号：US20170178033A1
公开(公告)日：2017-06-22
申请号：US15448537
申请日：2017-03-02
Applicant: 24/7 Customer, Inc.
Inventor： Ravi VIJAYARAGHAVAN , Vaibhav SRIVASTAVA , R. Mathangi SRI , Nitin Kumar HARDENIYA
CPC classification number: G06N99/005 , G06F17/30707 , G06N5/02 , G06N5/025 , G06N5/04 , G06N7/005 , G06Q10/10
Abstract: User interactions are categorized into predefined hierarchical categories by classifying user interactions, such as queries, during a user interaction session by labeling text data into predefined hierarchical categories, and building a scoring model. The scoring model is then executed on untagged user interaction data to classify the user interactions into either action-based or information-based interactions.
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公开(公告)号：US20140192971A1
公开(公告)日：2014-07-10
申请号：US14149768
申请日：2014-01-07
Applicant: 24/7 Customer, Inc.
Inventor： R. Mathangi SRI , Nitin Kumar HARDENIYA , Vaibhav SRIVASTAVA , Ravi VIJAYARAGHAVAN
IPC: H04M3/51
CPC classification number: H04M3/5175 , G06F17/24 , G06F17/27 , G06Q30/016 , H04M3/5133 , H04M3/5191 , H04M7/0045 , H04M2207/203
Abstract: The customer experience is enhanced by detecting leakage-to-voice from chats and providing recommendations to operations, chat agents, and customers. A chat is classified into leakage-to-voice or leakage-to-text chat and actionable recommendations are then provided to operations, chat agents, and customers based on the leakage information. Once leakage is identified, various other insights are extracted from chats and such insights are fed into the knowledge-base. Such insights also used in agent training and are provided to chat agents as recommendations. This results in a better customer experience.
Abstract translation: 通过从聊天中检测泄漏到语音并向操作，聊天代理和客户提供建议来增强客户体验。 聊天被分类为泄漏到语音或泄漏到文本聊天，然后基于泄漏信息向操作，聊天代理和客户提供可操作的建议。 一旦发现泄漏，就会从聊天中提取各种其他见解，并将这些见解送入知识库。 这些见解也用于代理培训，并作为建议提供给聊天代理。 这导致更好的客户体验。
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