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公开(公告)号：US09325849B1
公开(公告)日：2016-04-26
申请号：US14619012
申请日：2015-02-10
申请人： Antony Brydon , Jeff Patterson , Jean Tessier , Scott Golubock , Vlad Georgescu , Ruben Kislaki
发明人： Antony Brydon , Jeff Patterson , Jean Tessier , Scott Golubock , Vlad Georgescu , Ruben Kislaki
CPC分类号： H04M3/5233 , G06Q10/063112 , G06Q10/063114 , H04M3/5183 , H04M2201/40 , H04M2203/2061
摘要： In a crowd sourcing approach, responses to customer service inquiries are provided by providing the inquiries to an independent group of experts. These experts are typically able to resolve the inquiry before the inquiries are routed to a traditional contact center. The customer service inquiries are routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. In some embodiments, more than one expert can contribute to the resolution of an inquiry.
摘要翻译： 采用群众采购方式，通过向独立的专家小组提供咨询来提供对客户服务查询的反馈。 这些专家通常能够在查询传送到传统联络中心之前解决查询。 根据查询的主题和专家的专业知识之间的匹配，客户服务查询将路由到特定的专家。 在一些实施例中，多于一位的专家可以有助于解决查询。
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公开(公告)号：US09654640B1
公开(公告)日：2017-05-16
申请号：US15138166
申请日：2016-04-25
申请人： Antony Brydon , Jeff Patterson , Jean Tessier , Scott Golubock , Vlad Georgescu , Ruben Kislaki
发明人： Antony Brydon , Jeff Patterson , Jean Tessier , Scott Golubock , Vlad Georgescu , Ruben Kislaki
CPC分类号： H04M3/5233 , G06Q10/063112 , G06Q10/063114 , H04M3/42008 , H04M3/5166 , H04M3/5191
摘要： In a crowd sourcing approach, responses to customer service inquiries are provided by providing the inquiries to an independent group of experts. These experts are typically able to resolve the inquiry before the inquiries are routed to a traditional contact center. The customer service inquiries are routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. In some embodiments, more than one expert can contribute to the resolution of an inquiry.
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