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    PUBLIC NON-COMPANY CONTROLLED SOCIAL FORUM RESPONSE METHOD
    1.
    发明申请
    PUBLIC NON-COMPANY CONTROLLED SOCIAL FORUM RESPONSE METHOD 审中-公开
    公共非公司控制的社会论坛回应方法

    公开(公告)号：US20150324805A1

    公开(公告)日：2015-11-12

    申请号：US14273255

    申请日：2014-05-08

    Applicant: Avaya Inc.

    Inventor： David Skiba ,  Peter Finney ,  Andrew Maher

    IPC: G06Q30/00 ,  G06Q50/00 ,  G06Q10/06

    Abstract: Users may post issues and questions on public social media websites and other public forums. A business or product of the business may be the subject of the post. With a properly trained system the business can determined if another community member is likely provide and accurate, sufficient, and timely response to the post. If so, the business can avoid allocating resources to respond to such posts. However, if it is determined that an appropriate response is not likely, or not likely within an acceptable timeframe, the business may notify an agent to provide an appropriate response. As a benefit, the business may leverage a community of knowledgeable users to provide assistance to other users and thereby not expend resources unnecessarily.

    Abstract translation: 用户可以在公共社交媒体网站和其他公共论坛上发布问题和问题。 业务的业务或产品可能是该职位的主题。 通过适当培训的系统，企业可以确定另一个社区成员是否可能提供准确，足够和及时的回复。 如果是这样，企业可以避免分配资源来回应这些职位。 但是，如果确定适当的回应不太可能，或者不可能在可接受的时间范围内，业务可以通知代理人提供适当的回应。 作为一个好处，业务可以利用知识渊博的用户社区向其他用户提供帮助，从而不必花费资源。

    Public non-company controlled social forum response method
    2.
    发明授权
    Public non-company controlled social forum response method 有权

    公开(公告)号：US10475042B2

    公开(公告)日：2019-11-12

    申请号：US14273255

    申请日：2014-05-08

    Applicant: Avaya Inc.

    Inventor： David Skiba ,  Peter Finney ,  Andrew Maher

    IPC: G06Q10/06 ,  G06Q30/00 ,  G06Q50/00

    Abstract: Users may post issues and questions on public social media websites and other public forums. A business or product of the business may be the subject of the post. With a properly trained system the business can determined if another community member is likely provide and accurate, sufficient, and timely response to the post. If so, the business can avoid allocating resources to respond to such posts. However, if it is determined that an appropriate response is not likely, or not likely within an acceptable timeframe, the business may notify an agent to provide an appropriate response. As a benefit, the business may leverage a community of knowledgeable users to provide assistance to other users and thereby not expend resources unnecessarily.

    DERIVATIVE NETWORK PROFILE FOR CUSTOMER INTERACTIONS
    4.
    发明申请
    DERIVATIVE NETWORK PROFILE FOR CUSTOMER INTERACTIONS 审中-公开
    用于客户互动的衍生网络配置文件

    公开(公告)号：US20150379527A1

    公开(公告)日：2015-12-31

    申请号：US14319019

    申请日：2014-06-30

    Applicant: Avaya Inc.

    Inventor： David Skiba ,  Peter Finney ,  Andrew Maher ,  Reinhard P. Klemm

    IPC: G06Q30/02 ,  H04L29/08 ,  G06Q50/00 ,  G06F17/30

    CPC classification number: G06Q30/0201 ,  G06F16/955 ,  G06Q50/01 ,  H04L67/22 ,  H04L67/306

    Abstract: Derivative network profile is provided for determining a more complete picture of a customer on a social media website or websites for improved customer interactions. A customer may have a social media presence with any number of connections to other individuals, businesses, etc. As provided herein, the relevancy of those connections is determined within the context of a “seed” or business purpose. As a benefit, a customer who may share a substantial amount of information (e.g., funny videos, favorite sports teams, etc.) with a large pool of connections, may have a particular relationship identified (e.g., a more obscure relative who travels frequently) when a contact center is interacting with the customer with respect to the business purpose (e.g., providing travel-related services to the customer).

    Abstract translation: 提供衍生网络配置文件，用于在社交媒体网站或网站上确定客户的更完整图片，以改善客户互动。 客户可能有与其他个人，企业等的任何数量的连接的社交媒体存在。如本文所提供的，这些连接的相关性在“种子”或业务目的的上下文中确定。 作为一个好处，可能与大量连接共享大量信息（例如，有趣的视频，喜爱的运动队等）的客户可能会确定一个特定的关系（例如，一个更模糊的亲戚经常旅行 ）当一个联络中心与客户在业务目的上进行交互时（例如，向客户提供旅游相关服务）。

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