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16 条记录 (耗时 0.023 秒)

    Customer journey prediction and resolution
    4.
    发明授权
    Customer journey prediction and resolution 有权
    客户旅程预测和解决

    公开(公告)号：US09092801B2

    公开(公告)日：2015-07-28

    申请号：US13599974

    申请日：2012-08-30

    申请人： Andrew Chang ,  Pallipuram V. Kannan

    发明人： Andrew Chang ,  Pallipuram V. Kannan

    IPC分类号： G06N5/04 ,  G06Q30/02

    CPC分类号： G06Q30/0202 ,  G06N5/04 ,  G06N99/005 ,  G06Q30/0201 ,  G06Q30/0255 ,  H04L67/22 ,  H04L67/306

    摘要： Customer journey prediction and resolution is accomplished via a predictive model in which each user is mapped onto all available user journey information corresponding to a specific business. The predictive model is analyzed to understand the characteristics, preferences, and lowest effort resolution for the user related to the services that are subscribed to by the user. The predictive model is analyzed to predict the service or collection of services for each user. Embodiments interact with, provide and receive information from, and react to and/or deliver action to the customer across channels and across services. All customer and system behavior, data, and action is tracked and coordinated and leveraged for continuous feedback and performance improvement.

    摘要翻译： 客户旅程预测和分辨率通过预测模型完成，其中每个用户被映射到与特定业务相对应的所有可用的用户旅程信息。 分析预测模型，以了解与用户订阅的服务相关的用户的特征，偏好和最低工作量分辨率。 分析预测模型以预测每个用户的服务或服务的收集。 实施例通过渠道和跨服务与客户交互，提供和接收信息，并对客户进行响应和/或提供操作。 跟踪和协调所有客户和系统行为，数据和行为，以实现持续的反馈和绩效改进。

    Method and apparatus for analyzing and applying data related to customer interactions with social media
    5.
    发明授权
    Method and apparatus for analyzing and applying data related to customer interactions with social media 有权
    用于分析和应用与社交媒体的客户互动相关数据的方法和装置

    公开(公告)号：US09536269B2

    公开(公告)日：2017-01-03

    申请号：US13349807

    申请日：2012-01-13

    申请人： Andrew Chang ,  Pallipuram V. Kannan ,  Ravi Vijayaraghavan

    发明人： Andrew Chang ,  Pallipuram V. Kannan ,  Ravi Vijayaraghavan

    IPC分类号： G06F15/177 ,  G06Q50/00 ,  G06Q10/06 ,  G06F17/30 ,  G06Q30/02

    CPC分类号： G06Q50/01 ,  G06F17/30539 ,  G06Q10/0637 ,  G06Q30/02

    摘要： Embodiments of the invention provide techniques that quantize community interactions with social media to understand and influence consumer experiences. Embodiments include a customer predictive experience platform. The platform can include an outcome engine configured for information mining and applying rules and analytics to the information, and an ops module configured for providing agent performance management, average handling time analytics, workflow management, and voice of the customer facilities. The platform can also include a chat module, a social media dialog engine, and a solution client configured for effecting predictive self-service, active auto sentiment management and rapid response to counteract negative sentiment, a customer experience ticker, a pre- and post-launch pulse, enhanced brand ambassadors, integration into corporate messaging and marketing, a social media dashboard, and a live portal configured for social media engagement and feedback.

    摘要翻译： 本发明的实施例提供了量化与社交媒体的社区互动以了解和影响消费者体验的技术。 实施例包括客户预测体验平台。 该平台可以包括配置用于信息挖掘和将信息应用规则和分析的结果引擎，以及配置为提供代理性能管理，平均处理时间分析，工作流管理和客户设施语音的操作模块。 该平台还可以包括聊天模块，社交媒体对话引擎和配置用于实现预测性自助服务，主动自动情绪管理和快速响应以消除负面情绪的解决方案客户端，客户体验记录器， 推出脉搏，增强品牌大使，融入企业信息和营销，社交媒体仪表板，以及配置为社交媒体参与和反馈的现场门户。

    Apparatus and method for predicting customer behavior
    7.
    发明授权
    Apparatus and method for predicting customer behavior 有权
    用于预测客户行为的装置和方法

    公开(公告)号：US09129290B2

    公开(公告)日：2015-09-08

    申请号：US12392058

    申请日：2009-02-24

    申请人： Pallipuram V. Kannan ,  Mohit Jain ,  Ravi Vijayaraghavan

    发明人： Pallipuram V. Kannan ,  Mohit Jain ,  Ravi Vijayaraghavan

    IPC分类号： G06Q10/00 ,  G06Q30/02

    CPC分类号： G06Q30/02 ,  G06N7/005 ,  G06Q10/067 ,  G06Q30/016 ,  G06Q30/0202

    摘要： A predictive model generator that enhances customer experience, reduces the cost of servicing a customer, and prevents customer attrition by predicting the appropriate interaction channel through analysis of different types of data and filtering of irrelevant data. The model includes a customer interaction data engine for transforming data into a proper format for storage, data warehouse for receiving data from a variety of sources, and a predictive engine for analyzing the data and building models.

    摘要翻译： 一种预测模型生成器，可增强客户体验，降低客户服务成本，并通过分析不同类型的数据和过滤不相关数据来预测适当的交互渠道，从而防止客户流失。 该模型包括用于将数据转换为适当格式的客户交互数据引擎，用于从各种来源接收数据的数据仓库，以及用于分析数据和构建模型的预测引擎。

    Slider and history field for smart chat sessions
    8.
    发明授权
    Slider and history field for smart chat sessions 有权
    滑块和历史字段用于智能聊天会话

    公开(公告)号：US08935619B2

    公开(公告)日：2015-01-13

    申请号：US13107655

    申请日：2011-05-13

    申请人： Pallipuram V. Kannan ,  Mohit Jain

    发明人： Pallipuram V. Kannan ,  Mohit Jain

    IPC分类号： G06F3/00 ,  G06Q10/10 ,  G06F3/0481 ,  G06F3/0488

    CPC分类号： G06F3/0482 ,  G06F3/0481 ,  G06F3/04817 ,  G06F3/0488 ,  G06F3/167 ,  G06Q10/107 ,  G06Q30/016 ,  H04L51/04

    摘要： A context sensitive slider content area provides a slide out mechanism that is automatically actuated when additional information is needed during a chat session between an agent and a visitor, e.g. where a pre-chat and/or exit form is to be completed. The context sensitive slide out content area also provides problem resolution information to the visitor to help in solving problems, e.g. the top five problems; and also provides a self-service step-by-step wizard. A history section is provided with which the visitor can track back all previous steps carried out within the smart client. A history bar provides an iconic representation of all previous activities. A technique is also disclosed for executing various actions, such as form filling or requests for additional services, in a chat session.

    摘要翻译： 上下文相关滑块内容区域提供滑出机制，当在代理和访问者之间的聊天会话期间需要附加信息时，自动启动滑动机制。 预先聊天和/或退出表单将被完成。 上下文敏感滑出内容区域还向访问者提供问题解决信息，以帮助解决问题，例如。 前五大问题; 并提供一个自助服务的分步向导。 提供历史部分，访问者可以跟踪智能客户端中执行的所有以前的步骤。 历史栏提供所有以前活动的标志性代表。 还公开了一种用于在聊天会话中执行各种动作的技术，例如表单填写或对附加服务的请求。

    Method and apparatus for optimizing customer service across multiple channels
    9.
    发明授权
    Method and apparatus for optimizing customer service across multiple channels 有权
    多渠道优化客户服务的方法和装置

    公开(公告)号：US08565411B2

    公开(公告)日：2013-10-22

    申请号：US12973630

    申请日：2010-12-20

    申请人： Pallipuram V. Kannan ,  Ravi Vijayaraghavan

    发明人： Pallipuram V. Kannan ,  Ravi Vijayaraghavan

    IPC分类号： H04M3/00 ,  H04M5/00

    CPC分类号： H04L65/403 ,  H04L12/1822 ,  H04L12/1827 ,  H04L51/04 ,  H04M3/5166 ,  H04M3/5191 ,  H04M7/003

    摘要： A method and apparatus for a computer-implemented technique for maximizing customer satisfaction and first call resolution, including converting telephone calls into online chats, while minimizing cost is provided. Techniques for incorporating analytics as applied to customer data into particular strategies for call deflection, targeting particular individuals to increase chat acceptance rate, and computing a customer's wait time are also provided.

    摘要翻译： 提供了一种用于最大化客户满意度和第一呼叫解决的计算机实现技术的方法和装置，包括将电话呼叫转换成在线聊天，同时最小化成本。 还提供了将分析应用于客户数据的特定技术用于特定的呼叫偏移策略，针对特定个人以增加聊天接受率以及计算客户的等待时间。