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    METHOD AND SYSTEM FOR EFFECTING CUSTOMER VALUE BASED CUSTOMER INTERACTION MANAGEMENT
    2.
    发明申请
    METHOD AND SYSTEM FOR EFFECTING CUSTOMER VALUE BASED CUSTOMER INTERACTION MANAGEMENT 审中-公开
    用于客户价值客户交互管理的方法与系统

    公开(公告)号：US20160342911A1

    公开(公告)日：2016-11-24

    申请号：US15154882

    申请日：2016-05-13

    Applicant: 24/7 Customer, Inc.

    Inventor： Pallipuram V. KANNAN ,  Bhupinder SINGH ,  R. Mathangi SRI

    IPC: G06Q10/06 ,  G06Q30/00

    CPC classification number: G06Q10/0631 ,  G06Q30/01

    Abstract: A computer-implemented method and a system for effecting customer value based customer interaction management include determining an initial estimate of a customer value for a customer of an enterprise. The initial estimate of the customer value is determined using interaction data associated with past interactions of the customer with the enterprise on one or more interaction channels. At least one persona type is identified corresponding to the customer and each persona type from among the at least one persona type is associated with a respective pre-determined correction factor. The initial estimate of the customer value is corrected using the pre-determined correction factor corresponding to the each persona type to generate a corrected estimate of the customer value. One or more recommendations are generated based on the corrected estimate of the customer value with an intention of achieving, at least in part, one or more predefined objectives of the enterprise.

    Abstract translation: 用于实现基于客户价值的客户交互管理的计算机实现的方法和系统包括确定企业的客户的客户价值的初始估计。 使用与一个或多个交互通道上的客户与企业的过去交互相关联的交互数据来确定客户价值的初始估计。 至少一个人物类型被识别为对应于客户，并且从至少一个角色类型中的每个角色类型与相应的预定的校正因子相关联。 使用与每个角色类型相对应的预定的校正因子来校正客户价值的初始估计，以生成客户价值的校正估计。 基于客户价值的更正的估计，产生一个或多个建议，其目的是至少部分地实现企业的一个或多个预定义的目标。

    SEGREGATION OF CHAT SESSIONS BASED ON USER QUERY
    3.
    发明申请
    SEGREGATION OF CHAT SESSIONS BASED ON USER QUERY 审中-公开
    基于用户查询分组讨论

    公开(公告)号：US20140222528A1

    公开(公告)日：2014-08-07

    申请号：US14172838

    申请日：2014-02-04

    Applicant: 24/7 CUSTOMER, INC.

    Inventor： Andrew CHANG ,  R. Mathangi SRI ,  Vaibhav SRIVASTAVA

    IPC: G06Q30/00 ,  G06F17/21 ,  G06Q10/06

    CPC classification number: G06Q30/016 ,  G06Q10/107 ,  H04L51/02

    Abstract: Embodiments of the invention relate to chat and, more particularly, to determining an that is to be action taken based on the type of chat session. The resolution of the chat is categorized to decide the necessary steps taken and also to monitor the agent's performance. A chat filter extracts relevant portions of a chat session. The relevant factors are taken into consideration and scored based on the feature vectors. A model is built and the type of resolution is determined. An analysis of the chat session is then performed taking into consideration several factors.

    Abstract translation: 本发明的实施例涉及聊天，更具体地，涉及基于聊天会话的类型来确定要进行的动作。 聊天的分辨率被分类以决定必要的步骤，并监视代理的表现。 聊天过滤器提取聊天会话的相关部分。 基于特征向量考虑相关因素并进行评分。 建立了一个模型，确定了分辨率的类型。 然后考虑到几个因素进行聊天会话的分析。

    METHOD AND APPARATUS FOR IMPROVING GOAL-DIRECTED TEXTUAL CONVERSATIONS BETWEEN AGENTS AND CUSTOMERS
    4.
    发明申请
    METHOD AND APPARATUS FOR IMPROVING GOAL-DIRECTED TEXTUAL CONVERSATIONS BETWEEN AGENTS AND CUSTOMERS 有权
    改善代理人与客户之间目标文字对话的方法和装置

    公开(公告)号：US20150256675A1

    公开(公告)日：2015-09-10

    申请号：US14638894

    申请日：2015-03-04

    Applicant: 24/7 CUSTOMER, INC.

    Inventor： R. Mathangi SRI ,  Bhupinder SINGH

    IPC: H04M3/51 ,  G06F17/21

    CPC classification number: H04M3/5183 ,  H04L12/1827 ,  H04L51/04 ,  H04L51/32 ,  H04M3/42365 ,  H04M2203/2038 ,  H04M2203/357

    Abstract: In accordance with an example embodiment a computer-implemented method and an apparatus for predicting and tracking of mood changes in textual conversations are provided. The method includes determining, by a processor, one or more mood metrics in each of two or more chat stages of a real-time textual conversation between an agent and a customer. Changes in the one or more mood metrics across the two or more chat stages of the real-time textual conversation are tracked by the processor. Further, the method includes determining, by the processor, at least one action associated with the real-time textual conversation based on the changes in the one or more mood metrics.

    Abstract translation: 根据示例实施例，提供了一种用于预测和跟踪文本对话中的情绪变化的计算机实现的方法和装置。 该方法包括由处理器确定代理和客户之间的实时文本对话的两个或多个聊天阶段中的每一个中的一个或多个心境度量。 处理器跟踪实时文本会话的两个或多个聊天阶段中的一个或多个情绪指标的变化。 此外，该方法包括由处理器基于一个或多个心境度量的变化来确定与实时文本对话相关联的至少一个动作。

    METHOD AND APPARATUS FOR ANALYZING LEAKAGE FROM CHAT TO VOICE
    5.
    发明申请
    METHOD AND APPARATUS FOR ANALYZING LEAKAGE FROM CHAT TO VOICE 有权
    用于分析从语音泄漏的方法和装置

    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

    IPC: H04M3/51 ,  G06Q30/00

    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。

    DETERMINING PRODUCT CATEGORIES BY MINING INTERACTION DATA IN CHAT TRANSCRIPTS
    6.
    发明申请
    DETERMINING PRODUCT CATEGORIES BY MINING INTERACTION DATA IN CHAT TRANSCRIPTS 有权
    通过采集交换数据来确定产品类别

    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。

    STAGE-WISE ANALYSIS OF TEXT-BASED INTERACTIONS
    7.
    发明申请
    STAGE-WISE ANALYSIS OF TEXT-BASED INTERACTIONS 有权
    基于文本交互的阶段分析

    公开(公告)号：US20140195378A1

    公开(公告)日：2014-07-10

    申请号：US14149761

    申请日：2014-01-07

    Applicant: 24/7 Customer, Inc.

    Inventor： R. Mathangi SRI ,  Prashant V. ULLEGADDI ,  Vaibhav SRIVASTAVA

    IPC: G06Q30/06

    CPC classification number: H04M3/5175 ,  G06N99/005 ,  G06Q10/06398 ,  G06Q30/0601 ,  G06Q30/0613 ,  G10L15/063 ,  G10L15/142 ,  G10L2015/088 ,  H04M3/42221 ,  H04M3/5183 ,  H04M2203/401 ,  H04M2203/556

    Abstract: The stages of an interaction between a potential customer (the user) and a sales representative (the agent) during a sales interaction are identified to understand the interaction factors that drive sales and, by doing so, to serve the customer better and thus increase sales. Initially, a user makes contact with an agent via a communications network. During the interaction, a dropping point is reached, i.e. the point in the interaction at which either the user or the agent ends the interaction. The dropping point and other interaction factors is analyzed. Based upon such analysis, various recommendations are made to the agents to improve the user's sales experience.

    Abstract translation: 确定销售互动期间潜在客户（用户）和销售代表（代理商）之间的互动阶段，以了解促进销售的互动因素，并通过这样做更好地为客户服务，从而增加销售 。 最初，用户通过通信网络与代理进行联系。 在交互期间，达到一个滴点，即用户或代理终止交互的交互中的点。 分析了滴点和其他相互作用因素。 基于这样的分析，向代理商提出了各种建议，以改善用户的销售体验。

    TRACKING OF NEAR CONVERSIONS IN USER ENGAGEMENTS
    8.
    发明申请
    TRACKING OF NEAR CONVERSIONS IN USER ENGAGEMENTS 有权
    跟踪用户参与中的近似转换

    公开(公告)号：US20140195298A1

    公开(公告)日：2014-07-10

    申请号：US14142698

    申请日：2013-12-27

    Applicant: 24/7 Customer, Inc.

    Inventor： R. Mathangi SRI ,  Ravi VIJAYARAGHAVAN ,  Vaibhav SRIVASTAVA ,  Prashant V. ULLEGADDI

    IPC: G06Q30/02

    CPC classification number: G06Q30/0201

    Abstract: A computing method and system is disclosed for analyzing interactions between a user and a customer support agent. Typical interactions include inquiries about a product or service, and a service call. When the user purchases a good or service, or successfully completes a service call, the customer converts, e.g. the sales pitch or service solution was successful. If the customer does not convert, then the interaction between user and agent is analyzed to determine why the user did not convert and whether the user should be categorized for potential retargeting.

    Abstract translation: 公开了一种用于分析用户和客户支持代理之间的交互的计算方法和系统。 典型的互动包括有关产品或服务的查询以及服务电话。 当用户购买商品或服务或成功地完成服务呼叫时，客户转换，例如， 销售或服务解决方案成功。 如果客户没有转换，则分析用户和代理之间的交互，以确定用户未转换的原因以及是否将用户归类为潜在的重定向。

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