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    METHODS AND APPARATUS FOR COMPLEMENTING USER ENTRIES ASSOCIATED WITH EVENTS OF INTEREST THROUGH CONTEXT
    2.
    发明申请
    METHODS AND APPARATUS FOR COMPLEMENTING USER ENTRIES ASSOCIATED WITH EVENTS OF INTEREST THROUGH CONTEXT 审中-公开
    通过语境与兴趣相关的用户填写的方法和装置

    公开(公告)号：US20140143103A1

    公开(公告)日：2014-05-22

    申请号：US13873586

    申请日：2013-04-30

    Applicant: International Business Machines Corporation

    Inventor： Maria R. Ebling ,  Edith Helen Stern ,  Pnina Vortman

    IPC: G06Q40/00

    CPC classification number: G06Q40/12 ,  G06F16/2365 ,  G06F21/552 ,  G06F21/64 ,  G06Q40/10 ,  Y10S707/99948

    Abstract: Data validation techniques are provided. For example, such techniques complement user entries associated with events of interest through context. In one aspect of the invention, a technique for processing one or more user entries associated with one or more events of interest includes the following steps/operations. Context associated with the one or more events of interest is obtained. At least a portion of the obtained context is associated with one or more user entries representing events of interest. At least a portion of the one or more user entries is evaluated, responsive to at least a portion of the context. An indication of the one or more events of interest is provided, responsive to the evaluation.

    Abstract translation: 提供数据验证技术。 例如，这样的技术通过上下文补充与感兴趣的事件相关联的用户条目。 在本发明的一个方面，一种用于处理与一个或多个感兴趣事件相关联的一个或多个用户条目的技术包括以下步骤/操作。 获得与一个或多个感兴趣事件相关联的上下文。 获得的上下文的至少一部分与表示感兴趣的事件的一个或多个用户条目相关联。 响应于上下文的至少一部分来评估一个或多个用户条目的至少一部分。 提供响应于评估的一个或多个感兴趣的事件的指示。

    Methods and apparatus for complementing user entries associated with events of interest through context
    3.
    发明授权
    Methods and apparatus for complementing user entries associated with events of interest through context 有权
    通过上下文补充与感兴趣事件相关的用户条目的方法和装置

    公开(公告)号：US08688549B2

    公开(公告)日：2014-04-01

    申请号：US13873547

    申请日：2013-04-30

    Applicant: International Business Machines Corporation

    Inventor： Maria Rene Ebling ,  Edith Helen Stern ,  Pnina Vortman

    IPC: G07B17/00 ,  G06Q40/00

    CPC classification number: G06Q40/12 ,  G06F17/30371 ,  G06F21/552 ,  G06F21/64 ,  G06Q40/10 ,  Y10S707/99948

    Abstract: Data validation techniques are provided. For example, such techniques complement user entries associated with events of interest through context. In one aspect of the invention, a technique for processing one or more user entries associated with one or more events of interest includes the following steps/operations. Context associated with the one or more events of interest is obtained. At least a portion of the obtained context is associated with one or more user entries representing events of interest. At least a portion of the one or more user entries is evaluated, responsive to at least a portion of the context. An indication of the one or more events of interest is provided, responsive to the evaluation.

    Abstract translation: 提供数据验证技术。 例如，这样的技术通过上下文补充与感兴趣的事件相关联的用户条目。 在本发明的一个方面，一种用于处理与一个或多个感兴趣事件相关联的一个或多个用户条目的技术包括以下步骤/操作。 获得与一个或多个感兴趣事件相关联的上下文。 获得的上下文的至少一部分与表示感兴趣的事件的一个或多个用户条目相关联。 响应于上下文的至少一部分来评估一个或多个用户条目的至少一部分。 提供响应于评估的一个或多个感兴趣的事件的指示。

    SERVICE MANAGEMENT USING USER EXPERIENCE METRICS
    5.
    发明申请
    SERVICE MANAGEMENT USING USER EXPERIENCE METRICS 有权
    使用用户体验量度的服务管理

    公开(公告)号：US20150269597A1

    公开(公告)日：2015-09-24

    申请号：US14734883

    申请日：2015-06-09

    Applicant: International Business Machines Corporation

    Inventor： PAUL BASIL FRENCH ,  Fred Raguillat ,  Edith Helen Stern

    IPC: G06Q30/02 ,  H04N7/18 ,  G06K9/00 ,  G06Q30/06

    CPC classification number: G06Q30/01 ,  G06F3/01 ,  G06K9/00302 ,  G06Q30/0203 ,  G06Q30/0281 ,  G06Q30/0601 ,  H04N7/18

    Abstract: A method, system, and computer usable program product to determine a first mood of the user, where the first mood is based on a characteristic of the user at a first time during the providing of an online service and to determine a second mood of the user, where the second mood is based on a characteristic of the user at a second time during the providing of the online service. The first mood of the user and the second mood of the user are compared to determine a delta or change in mood of the user.

    Abstract translation: 一种用于确定用户的第一情绪的方法，系统和计算机可用程序产品，其中所述第一情绪基于在提供在线服务期间的第一时间的用户的特征，并且确定所述用户的第一情绪 用户，其中第二情绪基于在提供在线服务期间的第二时间的用户的特征。 比较用户的第一种情绪和用户的第二种情绪来确定用户的增量或心情的变化。

    METHODS AND APPARATUS FOR COMPLEMENTING USER ENTRIES ASSOCIATED WITH EVENTS OF INTEREST THROUGH CONTEXT
    6.
    发明申请
    METHODS AND APPARATUS FOR COMPLEMENTING USER ENTRIES ASSOCIATED WITH EVENTS OF INTEREST THROUGH CONTEXT 有权
    通过语境与兴趣相关的用户填写的方法和装置

    公开(公告)号：US20130238567A1

    公开(公告)日：2013-09-12

    申请号：US13873547

    申请日：2013-04-30

    Applicant: INTERNATIONAL BUSINESS MACHINES CORPORATION

    Inventor： Maria R. Ebling ,  Edith Helen Stern ,  Pnina Vortman

    IPC: G06F17/30

    CPC classification number: G06Q40/12 ,  G06F17/30371 ,  G06F21/552 ,  G06F21/64 ,  G06Q40/10 ,  Y10S707/99948

    Abstract: Data validation techniques are provided. For example, such techniques complement user entries associated with events of interest through context. In one aspect of the invention, a technique for processing one or more user entries associated with one or more events of interest includes the following steps/operations. Context associated with the one or more events of interest is obtained. At least a portion of the obtained context is associated with one or more user entries representing events of interest. At least a portion of the one or more user entries is evaluated, responsive to at least a portion of the context. An indication of the one or more events of interest is provided, responsive to the evaluation.

    Abstract translation: 提供数据验证技术。 例如，这样的技术通过上下文补充与感兴趣的事件相关联的用户条目。 在本发明的一个方面，一种用于处理与一个或多个感兴趣事件相关联的一个或多个用户条目的技术包括以下步骤/操作。 获得与一个或多个感兴趣事件相关联的上下文。 获得的上下文的至少一部分与表示感兴趣的事件的一个或多个用户条目相关联。 响应于上下文的至少一部分来评估一个或多个用户条目的至少一部分。 提供响应于评估的一个或多个感兴趣的事件的指示。

    METHOD AND SYSTEM FOR CALL TO ROLE
    7.
    发明申请
    METHOD AND SYSTEM FOR CALL TO ROLE 审中-公开
    呼吁作用的方法和系统

    公开(公告)号：US20130089197A1

    公开(公告)日：2013-04-11

    申请号：US13687138

    申请日：2012-11-28

    Applicant: International Business Machines Corporation

    Inventor： Maria Rene Ebling ,  William Francis Jerome ,  Barry Leiba ,  Edith Helen Stern

    IPC: H04M3/51

    CPC classification number: H04M3/5191 ,  H04M3/523 ,  H04M7/006 ,  H04M2203/552

    Abstract: Methods and systems are provided for routing incoming customer service requests directly to the most appropriate destination within a call center without requiring customer knowledge of a specific telephone number or extension to call and without requiring the customer to select from a series of menus. The receiving location or inbound call center accepts a voice call from a customer. The incoming voice call includes an associated data stream. This data stream is processed by the inbound call center and is used to route the call to the appropriate destination or customer service representative, for example a specific person, a department, a subsidiary, an individual either working within a facility or working outside the facility, a subcontractor and combinations thereof. Additional functionality is provided by including additional data, e.g. data in addition to routing data, along with voice data.

    Abstract translation: 提供方法和系统用于将呼入的客户服务请求直接路由到呼叫中心内的最适合的目的地，而不需要客户知道特定电话号码或分机呼叫，而不要求客户从一系列菜单中进行选择。 接收位置或入站呼叫中心接受来自客户的语音呼叫。 传入语音呼叫包括相关联的数据流。 该数据流由入站呼叫中心处理，用于将呼叫路由到适当的目的地或客户服务代表，例如特定人员，部门，子公司，在设施内工作或在设施外工作的个人 ，分包商及其组合。 通过包括附加数据，例如， 数据除路由数据外，还有语音数据。

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