Customer care database creation system and method

    公开(公告)号:US10224037B2

    公开(公告)日:2019-03-05

    申请号:US15860098

    申请日:2018-01-02

    Abstract: A live service agent is associated to a first service session, where the first service session facilitates a communication exchange associated with a user inquiry between user equipment and a first service resource. The first service session remains uninterrupted by the associating of the live service agent. A verbal exchange of the communication exchange between the user equipment and the live service agent is recorded in response to the associating of the live service agent, and a number of keywords are identified. To the extent that the verbal exchange yields a satisfactory response to the user inquiry and that the recording is dissimilar to other recordings of a solution database, the recording is stored in the solution database. Other embodiments are disclosed.

    Creating and Using Service Control Functions
    9.
    发明申请
    Creating and Using Service Control Functions 有权
    创建和使用服务控制功能

    公开(公告)号:US20160124781A1

    公开(公告)日:2016-05-05

    申请号:US14529465

    申请日:2014-10-31

    CPC classification number: H04L41/0893 G06F9/45533 H04L45/302 H04L45/42

    Abstract: Concepts and technologies are disclosed herein for creating and using service control functions. The service control functions can detect a message via an adapter function. The message can relate to a service controlled by the service control functions. Service policies can be accessed. The service policies can include message handling policies and can be accessed to determine if a policy relating to the message exists. If a determination is made that the policy exists, the message and the policy can be analyzed to determine an action to take with respect the message, and the action can be initiated.

    Abstract translation: 这里公开了用于创建和使用服务控制功能的概念和技术。 服务控制功能可以通过适配器功能来检测消息。 该消息可以与由服务控制功能控制的服务相关。 可以访问服务策略。 服务策略可以包括消息处理策略,并且可以被访问以确定与消息有关的策略是否存在。 如果确定策略存在,则可以分析消息和策略以确定与消息相关的操作,并且可以启动该动作。

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