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1.发明授权System, method, and computer program for proactively identifying and addressing customer needs 有权系统，方法和计算机程序，用于主动识别和解决客户需求公开(公告)号：US09305299B1
公开(公告)日：2016-04-05
申请号：US14286951
申请日：2014-05-23
Applicant: Amdocs Software Systems Limited
CPC classification number: G06Q30/016 , G06Q10/04 , H04M3/5183 , H04M2203/551 , H04M2203/555
Abstract: A system, method, and computer program product are provided for proactively identifying and addressing customer needs. In use, at least one customer need for at least one customer is predicted, based, at least in part, on information associated with the one or more detected customer care request triggering events, information associated with the one or more customer care interactions, and information associated with the one or more after-effects.
Abstract translation: 提供了系统，方法和计算机程序产品，用于主动识别和解决客户需求。 在使用中，至少部分地基于与一个或多个检测到的客户关怀请求触发事件相关联的信息来预测至少一个客户对于至少一个客户的需求，与一个或多个客户关怀交互相关联的信息，以及 与一个或多个后续效果相关联的信息。
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公开(公告)号：US10592908B1
公开(公告)日：2020-03-17
申请号：US14286954
申请日：2014-05-23
Applicant: Amdocs Software Systems Limited
Abstract: A system, method, and computer program product are provided for preventing excessive customer care. In use, one or more service provider systems are monitored for at least one proactive care action provided to at least one of a plurality of customers. Further, one or more proactive care actions are detected in the one or more systems. Information associated with the detected one or more proactive care actions is stored. Additionally, one or more proactive customer care interactions associated with the detected one or more proactive care actions are identified. Information associated with the one or more proactive customer care interactions is stored. Furthermore, one or more self-service click through events associated with the detected one or more proactive care actions are detected. Information associated with the one or more self-service click through events is stored. Further, at least one customer care policy of a service provider associated with the one or more service provider systems is identified. Moreover, it is determined whether a determined proactive care action for at least one customer will result in over-care, based, at least in part, on the information associated with the detected one or more proactive care actions, the information associated with the one or more proactive customer care interactions, the information associated with the one or more self-service click through events, and the at least one customer care policy.
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3.发明授权System, method, and computer program for predicting at least one reason for a current call received from a customer 有权用于预测从客户接收的当前呼叫的至少一个原因的系统，方法和计算机程序公开(公告)号：US09307085B1
公开(公告)日：2016-04-05
申请号：US14192807
申请日：2014-02-27
Applicant: Amdocs Software Systems Limited
Inventor： Craig Dean Hanson , Greg Verego , Joseph Patrick O'Hara
CPC classification number: H04M3/5235 , H04M3/51
Abstract: A system, method, and computer program product are provided for predicting at least one reason for a current call received from a customer. In operation, information associated with at least one transaction corresponding to at least one customer is identified. Additionally, relevant data associated with the at least one customer is determined, based on the at least one transaction. Further, at least one reason for a current customer call received from the at least one customer is predicted, based on the relevant data associated with the at least one customer.
Abstract translation: 提供了一种系统，方法和计算机程序产品，用于预测从客户接收的当前呼叫的至少一个原因。 在操作中，识别与至少一个客户对应的至少一个交易相关联的信息。 另外，基于至少一个交易来确定与至少一个客户相关联的相关数据。 此外，基于与至少一个客户相关联的相关数据，预测从至少一个客户接收到的当前客户呼叫的至少一个原因。
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