公开(公告)号：US20130080911A1

公开(公告)日：2013-03-28

申请号：US13368749

申请日：2012-02-08

Applicant: Reinhard KLEMM

Inventor： Reinhard KLEMM

IPC: G06F3/01

CPC classification number: G06F16/958

Abstract: Systems, methods, and non-transitory computer-readable storage media for personalizing applications, such as web applications, based on social networking data. A system configured to practice the method first identifies a user of an application, such as by requesting the user to log in to or create a user profile. The system optionally requests authorization from the user to access the social networking data, such as if all or part of the social networking data is private. The system can cache the social networking data in order to save bandwidth or keep requests within the terms of service of a social networking API. The system can assign the user into a user category based on the social networking data, and customize a user interface of the application based on the social networking data and/or the user category by adjusting at least one of location, size, and appearance of a user interface element.

Abstract translation: 用于基于社交网络数据个性化诸如web应用的应用的系统，方法和非暂时性的计算机可读存储介质。 被配置为练习该方法的系统首先识别应用的用户，例如通过请求用户登录或创建用户简档。 系统可选择地请求来自用户的授权以访问社交网络数据，例如，如果全部或部分社交网络数据是私有的。 系统可以缓存社交网络数据，以便节省带宽或将请求保留在社交网络API的服务条款之内。 该系统可以基于社交网络数据将用户分配到用户类别中，并且基于社交网络数据和/或用户类别来定制应用的用户界面，通过调整至少一个位置，大小和外观 一个用户界面元素。

公开(公告)号：US20140044246A1

公开(公告)日：2014-02-13

申请号：US13572090

申请日：2012-08-10

Applicant: Reinhard KLEMM ,  Doree Duncan Seligmann

Inventor： Reinhard KLEMM ,  Doree Duncan Seligmann

IPC: H04M11/00

CPC classification number: H04M3/523 ,  H04L65/1069 ,  H04L65/1076 ,  H04M3/42068 ,  H04M7/0024 ,  H04M2203/655

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for determining call importance using social network context. A system can receive a call from a caller and establish the identity of the caller. The system can then retrieve a social network context associated with the caller identity from a social network and determine an importance score for the call using the social network context. Social network contexts can be derived from a social network profile, caller utterances, and a social graph. Based on the importance score, the contact center provides an appropriate level of customer service. The level of customer service a contact center provides can be based on resource availability, call type, call time, agent queue selection, offered communication modalities and customer follow-up.

Abstract translation: 这里公开了用于使用社交网络上下文来确定呼叫重要性的系统，方法和非暂时的计算机可读存储介质。 系统可以接收来自呼叫者的呼叫并建立呼叫者的身份。 然后，系统可以从社交网络检索与呼叫者身份相关联的社交网络上下文，并使用社交网络上下文确定呼叫的重要性得分。 社交网络环境可以从社交网络配置文件，呼叫者语音和社交图形中导出。 根据重要性分数，联络中心提供适当的客户服务水平。 联络中心提供的客户服务水平可以基于资源可用性，呼叫类型，呼叫时间，代理队列选择，提供的通信模式和客户跟踪。

公开(公告)号：US20140081643A1

公开(公告)日：2014-03-20

申请号：US13617553

申请日：2012-09-14

Applicant: Ajita JOHN ,  Michael J. SAMMON ,  Reinhard KLEMM ,  Doree Duncan SELIGMANN

Inventor： Ajita JOHN ,  Michael J. SAMMON ,  Reinhard KLEMM ,  Doree Duncan SELIGMANN

IPC: G10L21/00

CPC classification number: G06F17/27 ,  G10L15/08 ,  G10L15/265 ,  G10L17/00 ,  G10L2015/088

Abstract: Systems, methods, and non-transitory computer-readable storage media for determining expertise through speech analytics. The system associates speakers with respective segments of an audio conversation to yield associated speaker segments. The system also identifies a number of times a speaker has spoken about a topic in the audio conversation by searching the associated speaker segments for a term associated with the topic. The system then ranks the speaker as an expert in the topic when the number of times the speaker has spoken about the topic in the audio conversation exceeds a threshold. The audio conversation can include a compilation of a plurality of audio conversations. Moreover, the system can tag the associated speaker segments having the term with keyword tags and match a respective segment from the associated speaker segments with the speaker, the respective segment having a keyword tag.

Abstract translation: 用于通过语音分析确定专业知识的系统，方法和非暂时的计算机可读存储介质。 该系统将扬声器与音频对话的相应段相关联，以产生相关的扬声器段。 该系统还通过搜索与该主题相关联的术语的相关联的说话者段来识别扬声器在音频会话中谈论的主题的次数。 当演讲者在音频会话中谈论主题的次数超过阈值时，该系统将作为该主题的专家排列扬声器。 音频会话可以包括多个音频会话的汇编。 此外，系统可以用具有关键字标签的关联标签的相关联的扬声器段标记，并且将来自相关联的扬声器段的相应段与扬声器相匹配，相应的段具有关键字标签。

公开(公告)号：US20130051549A1

公开(公告)日：2013-02-28

申请号：US13217958

申请日：2011-08-25

Applicant: Reinhard KLEMM

Inventor： Reinhard KLEMM

IPC: H04M3/00

CPC classification number: H04M3/5238 ,  H04M3/42059

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for providing estimated wait times to consumers waiting to communicate with a customer service representative. The system accesses information about the consumer, analyzes that information, and based on that analysis places the consumer into a segment. The system then provides to the consumer an estimated wait time to communicate with a customer service representative based on the segment assigned to the consumer. Access to information about the consumer can be actively granted by the consumer, or passively acquired by a system configured to utilize publically available information.

Abstract translation: 这里公开的是系统，方法和非暂时的计算机可读存储介质，用于向等待与客户服务代表通信的消费者提供估计的等待时间。 系统访问有关消费者的信息，分析该信息，并根据该分析将消费者置于细分市场。 系统然后基于分配给消费者的段向消费者提供估计的等待时间以与客户服务代表进行通信。 有关消费者的信息的访问可以由消费者主动地授予，或被被配置为利用公共可用信息的系统被动地获取。

公开(公告)号：US20130006874A1

公开(公告)日：2013-01-03

申请号：US13174025

申请日：2011-06-30

Applicant: Reinhard KLEMM

Inventor： Reinhard KLEMM

IPC: G06Q10/00

CPC classification number: G06Q30/02

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for preserving context across multiple customer service venues. A system configured to practice the method identifies a user profile of a user requesting customer service, generates a context based on the user profile, the request, and other relevant data. The system communicates with the user at a first customer service venue based on the context, and receives an indication of movement of the user from the first customer service venue to a second customer service venue. The system transfers the context to the second customer service venue, and communicates with the user at the second customer service venue based on the context. A customer service venue can be a knowledge base, a troubleshooting guide, a social network, an online virtual world, a text-based chat, a voice conversation, a video chat, a spoken dialog system, and an onsite visit.

Abstract translation: 本文公开了用于在多个客户服务场所保持上下文的系统，方法和非暂时的计算机可读存储介质。 被配置为练习该方法的系统识别请求客户服务的用户的用户简档，基于用户简档，请求和其他相关数据生成上下文。 该系统基于上下文在第一客户服务场所与用户通信，并且接收用户从第一客户服务场所移动到第二客户服务场所的移动指示。 该系统将上下文传送到第二客户服务场所，并且基于上下文与第二客户服务场所的用户进行通信。 客户服务场地可以是知识库，故障排除指南，社交网络，在线虚拟世界，基于文本的聊天，语音对话，视频聊天，口语对话系统和现场访问。

公开(公告)号：US20140067936A1

公开(公告)日：2014-03-06

申请号：US13600817

申请日：2012-08-31

Applicant: Doree Duncan SELIGMANN ,  Reinhard KLEMM ,  John H. YOAKUM

Inventor： Doree Duncan SELIGMANN ,  Reinhard KLEMM ,  John H. YOAKUM

IPC: G06F15/16

CPC classification number: H04L12/1827 ,  H04L12/1818 ,  H04L12/1822

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for providing multimodal interaction aids in multimedia events. The system presents a multimedia event to a participant which has limited access to the multimedia event, wherein the limited access prevents the participant from experiencing every mode of the multimedia event. The system also generates a cue associated with the multimedia event, wherein the cue is structured according to the limited access of the participant. The system then transmits the cue to a device associated with the participant.

Abstract translation: 本文公开了用于在多媒体事件中提供多模式交互辅助的系统，方法和非暂时的计算机可读存储介质。 系统向参与者呈现多媒体事件，该参与者对多媒体事件的访问有限，其中受限访问防止参与者体验多媒体事件的每个模式。 系统还产生与多媒体事件相关联的提示，其中根据参与者的有限访问来构建提示。 系统然后将提示发送到与参与者相关联的设备。

公开(公告)号：US20130006881A1

公开(公告)日：2013-01-03

申请号：US13173983

申请日：2011-06-30

Applicant: Reinhard KLEMM

Inventor： Reinhard KLEMM

IPC: G06Q30/00 ,  G06Q99/00

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for sorting and outputting, base on relevancy, feedbacks to a user. For example, user characteristics of a user associated with viewing an item can be received directly from the user or from a social network profile associated with the user. The received user characteristics can be compared to user characteristics associated with feedbacks to yield respective degrees of similarity. Finally, the feedbacks can be output to the user based on the respective degrees of similarity.

Abstract translation: 本文公开了用于根据相关性对用户的反馈来排序和输出的系统，方法和非暂时的计算机可读存储介质。 例如，可以直接从用户或从与用户相关联的社交网络简档接收与查看项目相关联的用户的用户特征。 可以将接收的用户特征与与反馈相关联的用户特征进行比较以产生相应的相似度。 最后，可以基于各自的相似程度将反馈输出给用户。