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    System and method for customer requests and contact management
    1.
    发明授权
    System and method for customer requests and contact management 有权
    用于客户请求和联系人管理的系统和方法

    公开(公告)号：US08566135B2

    公开(公告)日：2013-10-22

    申请号：US12822097

    申请日：2010-06-23

    申请人： Pallipuram V. Kannan ,  Reagan Miller

    发明人： Pallipuram V. Kannan ,  Reagan Miller

    IPC分类号： G06Q10/00

    CPC分类号： G06Q30/02 ,  G06Q10/06311 ,  G06Q30/016 ,  G06Q30/0613

    摘要： A method and a web-based system is provided that enables a customer service center of a company to provide its customers with a choice of different modes for establishing contact with customer service representatives. The different modes of contact are displayed on a single web page. The modes of contact include, but are not limited to call, chat, e-mail and Internet talk. Further, the system provides information regarding the estimated wait time and the less busy time for the modes of contact. In addition, the system and method provide means for conducting a search in a knowledge database for automated responses to queries from customers. The system and method enables the customer to provide feedback for each interaction with the customer service center through the web page. Further, the system and method enable the storage of all interaction between each customer and the customer service center.

    摘要翻译： 提供了一种方法和基于网络的系统，使公司的客户服务中心能够为其客户提供与客户服务代表建立联系的不同模式的选择。 不同的联系方式显示在单个网页上。 联系方式包括但不限于通话，聊天，电子邮件和互联网聊天。 此外，系统提供关于估计的等待时间和接触模式的较短时间的信息。 此外，该系统和方法提供了用于在知识数据库中进行搜索以自动响应来自客户的查询的手段。 该系统和方法使客户能够通过网页为与客户服务中心的每个交互提供反馈。 此外，系统和方法能够存储每个客户和客户服务中心之间的所有交互。

    System and method for customer requests and contact management
    2.
    发明授权
    System and method for customer requests and contact management 有权
    用于客户请求和联系人管理的系统和方法

    公开(公告)号：US07996251B2

    公开(公告)日：2011-08-09

    申请号：US11725328

    申请日：2007-03-19

    申请人： Pallipuram V. Kannan ,  Reagan Miller ,  Mohit Jain

    发明人： Pallipuram V. Kannan ,  Reagan Miller ,  Mohit Jain

    IPC分类号： G06Q90/00 ,  G06Q99/00

    CPC分类号： G06Q30/02 ,  G06Q10/0631 ,  G06Q10/06311 ,  G06Q30/0613 ,  G06Q30/0625 ,  G06Q30/0641 ,  H04M3/523

    摘要： A method and a web-based system is provided that enables a customer service center of a company to provide its customers with a choice of different modes for establishing contact with customer service representatives. The different modes of contact are displayed on a single web page. The modes of contact include, but are not limited to call, chat, email and Internet talk. Further, the system provides information regarding the estimated wait time and the less busy time for the modes of contact. In addition, the system and method provide means for conducting a search in a knowledge database for automated responses to queries from customers. The system and method enables the customer to provide feedback for each interaction with the customer service center through the web page. Further, the system and method enable the storage of all interaction between each customer and the customer service center.

    摘要翻译： 提供了一种方法和基于网络的系统，使公司的客户服务中心能够为客户提供与客户服务代表建立联系的不同模式的选择。 不同的联系方式显示在单个网页上。 联系方式包括但不限于通话，聊天，电子邮件和互联网聊天。 此外，系统提供关于估计的等待时间和接触模式的较短时间的信息。 此外，该系统和方法提供了用于在知识数据库中进行搜索以自动响应来自客户的查询的手段。 该系统和方法使客户能够通过网页为与客户服务中心的每次互动提供反馈。 此外，系统和方法能够存储每个客户和客户服务中心之间的所有交互。

    System and method for customer requests and contact management
    3.
    发明授权
    System and method for customer requests and contact management 有权
    用于客户请求和联系人管理的系统和方法

    公开(公告)号：US07761321B2

    公开(公告)日：2010-07-20

    申请号：US11360145

    申请日：2006-02-22

    申请人： Pallipuram V. Kannan ,  Reagan Miller

    发明人： Pallipuram V. Kannan ,  Reagan Miller

    IPC分类号： G06Q90/00 ,  G06Q99/00

    CPC分类号： G06Q30/02 ,  G06Q10/06311 ,  G06Q30/016 ,  G06Q30/0613

    摘要： A method and a web-based system is provided that enables a customer service center of a company to provide its customers with a choice of different modes for establishing contact with customer service representatives. The different modes of contact are displayed on a single web page. The modes of contact include, but are not limited to call, chat, e-mail and Internet talk. Further, the system provides information regarding the estimated wait time and the less busy time for the modes of contact. In addition, the system and method provide means for conducting a search in a knowledge database for automated responses to queries from customers. The system and method enables the customer to provide feedback for each interaction with the customer service center through the web page. Further, the system and method enable the storage of all interaction between each customer and the customer service center.

    摘要翻译： 提供了一种方法和基于网络的系统，使公司的客户服务中心能够为客户提供与客户服务代表建立联系的不同模式的选择。 不同的联系方式显示在单个网页上。 联系方式包括但不限于通话，聊天，电子邮件和互联网聊天。 此外，系统提供关于估计的等待时间和接触模式的较短时间的信息。 此外，该系统和方法提供了用于在知识数据库中进行搜索以自动响应来自客户的查询的手段。 该系统和方法使客户能够通过网页为与客户服务中心的每次互动提供反馈。 此外，系统和方法能够存储每个客户和客户服务中心之间的所有交互。

    Customer journey prediction and resolution
    8.
    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。

    Apparatus and method for predicting customer behavior
    9.
    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
    10.
    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。