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    Methods and apparatus for automated monitoring and action taking based on decision support mechanism
    1.
    发明授权
    Methods and apparatus for automated monitoring and action taking based on decision support mechanism 有权
    基于决策支持机制的自动化监测和采取行动的方法和装置

    公开(公告)号：US07170993B2

    公开(公告)日：2007-01-30

    申请号：US10022926

    申请日：2001-12-18

    申请人： Gregory Anderson ,  Vinod Anupam ,  Richard B. Hull ,  Bharat Kumar

    发明人： Gregory Anderson ,  Vinod Anupam ,  Richard B. Hull ,  Bharat Kumar

    IPC分类号： H04M3/00 ,  H04M5/00 ,  G06Q99/00 ,  G06F17/00 ,  G06F15/16 ,  G06N5/02

    CPC分类号： G06Q30/02 ,  H04L67/22 ,  H04L69/329 ,  H04M3/36 ,  H04M3/5166 ,  H04M3/5191

    摘要： Techniques are provided for use in accordance with such systems as web sites operating electronic commerce (e-commerce) applications, interactive voice response (IVR) systems and workflow systems for providing automated monitoring of user activity and personalized action taking based on such activity, in accordance with an on-line decision support mechanism which combines formal and heuristic reasoning. In a web-based system, for example, the on-line decision support provided in accordance with the invention can be used in a wide variety of e-commerce applications requiring automated, real-time, intelligent interventions, including targeted promotions and discounts, assisting with navigation through self-help material, supporting dynamic price negotiations, and even selecting large portions of page content.

    摘要翻译： 提供技术根据诸如网站操作电子商务（电子商务）应用，交互式语音响应（IVR）系统和用于提供用户活动的自动监控和基于此类活动的个性化动作采集的工作流系统的系统使用， 符合正式和启发式推理的在线决策支持机制。 例如，在基于网络的系统中，根据本发明提供的在线决策支持可用于需要自动化，实时，智能干预的各种电子商务应用，包括目标促销和折扣， 通过自助材料协助导航，支持动态价格谈判，甚至选择大部分网页内容。

    Location-Based Services Using Geofences Generated from Learned Patterns of Movement
    2.
    发明申请
    Location-Based Services Using Geofences Generated from Learned Patterns of Movement 审中-公开
    使用从学习运动模式产生的地理位置的基于位置的服务

    公开(公告)号：US20100203901A1

    公开(公告)日：2010-08-12

    申请号：US12369319

    申请日：2009-02-11

    申请人： Robert K. Dinoff ,  Tin Kam Ho ,  Richard B. Hull ,  Bharat Kumar ,  Daniel Francis Lieuwen ,  Hendrik B. Meeuwissen ,  Haobo Ren ,  Paulo A. Santos

    发明人： Robert K. Dinoff ,  Tin Kam Ho ,  Richard B. Hull ,  Bharat Kumar ,  Daniel Francis Lieuwen ,  Hendrik B. Meeuwissen ,  Haobo Ren ,  Paulo A. Santos

    IPC分类号： H04W24/00

    CPC分类号： H04W4/022 ,  H04W8/18 ,  H04W64/00

    摘要： Location-based services are provided in a communication system comprising a wireless network. In one aspect, information indicative of location of a given mobile user device of the system is periodically collected. The collected location information is processed in a server or other processing device of the system to determine at least one normal pattern of movement of the mobile user device from at least a first location to a second location. An alert is generated if subsequent movement of the mobile user device from the first location to the second location exhibits a significant deviation from the normal pattern of movement. The normal pattern of movement may be used to generate a multidimensional geofence that includes, in addition to a geographic area dimension, at least one additional dimension such as, for example, a speed of movement dimension, a direction of movement dimension, a stop duration dimension, or a related device proximity dimension.

    摘要翻译： 在包括无线网络的通信系统中提供基于位置的服务。 在一个方面，周期性地收集指示系统的给定移动用户设备的位置的信息。 所收集的位置信息在系统的服务器或其他处理装置中被处理，以便确定移动用户装置从至少第一位置到第二位置的至少一个正常运动模式。 如果移动用户设备从第一位置到第二位置的后续移动显示出与正常运动模式的显着偏差，则产生警报。 正常运动模式可以用于产生多维地理围栏，除了地理区域尺寸之外，还包括至少一个额外的维度，例如移动维度的速度，移动维度的方向，停止持续时间 尺寸或相关设备接近尺寸。

    Customer relationship management system with network contact center server configured to control automated web and voice dialogues
    3.
    发明授权
    Customer relationship management system with network contact center server configured to control automated web and voice dialogues 有权
    客户关系管理系统与网络联络中心服务器配置为控制自动化的Web和语音对话

    公开(公告)号：US08024401B1

    公开(公告)日：2011-09-20

    申请号：US10161040

    申请日：2002-06-03

    申请人： Vijay K. Gurbani ,  Suhasini Sabnis ,  Victoria Hiering ,  Luis Nieto ,  Aniruddha Gokhale ,  Richard B. Hull ,  Reinhard P. Klemm ,  Bharat Kumar ,  Gang Zhou

    发明人： Vijay K. Gurbani ,  Suhasini Sabnis ,  Victoria Hiering ,  Luis Nieto ,  Aniruddha Gokhale ,  Richard B. Hull ,  Reinhard P. Klemm ,  Bharat Kumar ,  Gang Zhou

    IPC分类号： G06F15/16

    CPC分类号： G06Q10/10

    摘要： A customer relationship management system is disclosed for matching a given work item with an agent. The system includes a database to hold customer information, agent information, and system information, and a network contact center server operative to receive the given work item from the customer and route it to the agent based at least in part on the information in the database. The network contact center server is configured to control the conduction of an automated web dialogue with the customer via a separate web server and is further configured to control the conduction of an automated voice dialogue with the customer via an interactive voice response system. The automated web dialogue and the automated voice dialogue are thereby both conductable under the control of the network contact center server.

    摘要翻译： 公开了一种客户关系管理系统，用于将给定的工作项目与代理进行匹配。 该系统包括用于保存客户信息，代理信息和系统信息的数据库，以及网络联络中心服务器，其操作以至少部分地基于数据库中的信息从客户接收给定的工作项并将其路由到代理 。 网络联络中心服务器被配置为通过单独的网络服务器来控制与客户的自动化网络对话的传导，并且还被配置为经由交互式语音响应系统来控制与客户的自动语音对话的传导。 因此，在网络联络中心服务器的控制下，自动化网页对话和自动语音对话由此可以进行。

    System and method including dynamic differential treatment in workflows and contact flow
    4.
    发明授权
    System and method including dynamic differential treatment in workflows and contact flow 有权

    公开(公告)号：US06327362B1

    公开(公告)日：2001-12-04

    申请号：US09198232

    申请日：1998-11-23

    申请人： Richard B. Hull ,  Bharat Kumar ,  Gang Zhou

    发明人： Richard B. Hull ,  Bharat Kumar ,  Gang Zhou

    IPC分类号： H04M300

    CPC分类号： H04M3/5232 ,  H04M3/5235

    摘要： Computer and telecommunication systems employing workflow (contact flow) processes are enhanced by employing dynamic random differential treatment of so-called instances (contacts) entering the workflow (contact flow). This is realized, for example, by associating a prescribed distinguishing function with the workflow (contact flow), and to use a value given by this prescribed distinguishing function in one or more decisions relating to how the object instance (contact) should be processed. Each decision is essentially a choice between two or more paths in a workflow (contact flow), or a choice between two or more workflows (contact flows). For example, the prescribed distinguishing function could associate a distinguishing value having an integer value between 1 and 100 with object instances (contacts), and a selection function for making a decision to use one or more of a plurality of workflows (contact flows) is related to a prescribed parameter “x” that has a value from 0 to 100. For example, each object instance (contact) with a prescribed distinguishing value≦x is routed to a first of the plurality of possible treatments and each object instance (contact) with distinguishing value>x is routed to at least another of the plurality of possible treatments. Additionally, dynamic control is utilized over the parameters employed by the selection function that control whether object instances (contacts) are routed to the first treatment or to some other treatment. For the preceding example, this is accomplished by permitting dynamic control over the value of prescribed parameter x. This dynamic control is effected either manually or automatically. In a particular embodiment of the invention, dynamically controlled differentiation is realized by associating a random number (or other randomly chosen value) with each object instance (contact), and to use this random number in one or more decisions relating to how the object instance (contact) should be processed. That is, a randomized differentiator is utilized as the dynamically controlled differentiator.

    Creation of flexible workflows using artifacts
    8.
    发明授权
    Creation of flexible workflows using artifacts 有权
    使用工件创建灵活的工作流程

    公开(公告)号：US08661444B2

    公开(公告)日：2014-02-25

    申请号：US13109560

    申请日：2011-05-17

    申请人： Fenno F. Heath, III ,  Richard B. Hull ,  Rong Liu ,  Anil Nigam ,  Florian Pinel ,  Frederick Y. Wu

    发明人： Fenno F. Heath, III ,  Richard B. Hull ,  Rong Liu ,  Anil Nigam ,  Florian Pinel ,  Frederick Y. Wu

    IPC分类号： G06F9/46

    CPC分类号： G06F9/5038

    摘要： Execution of flexible workflows using artifacts is described. A workflow execution engine is configured to instantiate a process execution (PE) artifact. The PE artifact includes one or more transitions. The workflow execution engine is further configured to execute the one or more transitions and determine if any of the one or more transitions are new or modified. The workflow execution engine is additionally configured to load and execute new or modified transitions, without reinstantiating the PE artifact, responsive to determining that at least one new or modified transitions exist.

    摘要翻译： 描述使用工件执行灵活的工作流程。 工作流执行引擎被配置为实例化过程执行（PE）工件。 PE工件包括一个或多个转换。 工作流执行引擎还被配置为执行一个或多个转换并且确定一个或多个转换中的任一个是新的还是修改的。 响应于确定存在至少一个新的或修改的转换，工作流执行引擎另外配置为加载和执行新的或修改的转换，而不重新引导PE伪像。

    CREATION OF FLEXIBLE WORKFLOWS USING ARTIFACTS
    9.
    发明申请
    CREATION OF FLEXIBLE WORKFLOWS USING ARTIFACTS 有权
    使用艺术品创造灵活的工作流程

    公开(公告)号：US20120297390A1

    公开(公告)日：2012-11-22

    申请号：US13109560

    申请日：2011-05-17

    申请人： Fenno F. Heath, III ,  Richard B. Hull ,  Rong Liu ,  Anil Nigam ,  Florian Pinel ,  Frederick Y. Wu

    发明人： Fenno F. Heath, III ,  Richard B. Hull ,  Rong Liu ,  Anil Nigam ,  Florian Pinel ,  Frederick Y. Wu

    IPC分类号： G06F9/46

    CPC分类号： G06F9/5038

    摘要： Execution of flexible workflows using artifacts is described. A workflow execution engine is configured to instantiate a process execution (PE) artifact. The PE artifact includes one or more transitions. The workflow execution engine is further configured to execute the one or more transitions and determine if any of the one or more transitions are new or modified. The workflow execution engine is additionally configured to load and execute new or modified transitions, without reinstantiating the PE artifact, responsive to determining that at least one new or modified transitions exist.

    摘要翻译： 描述使用工件执行灵活的工作流程。 工作流执行引擎被配置为实例化过程执行（PE）工件。 PE工件包括一个或多个转换。 工作流执行引擎还被配置为执行一个或多个转换并且确定一个或多个转换中的任一个是新的还是修改的。 响应于确定存在至少一个新的或修改的转换，工作流执行引擎另外配置为加载和执行新的或修改的转换，而不重新引导PE伪像。