-
1.发明授权Method to identify and categorize customer's goals and behaviors within a customer service center environment 有权在客户服务中心环境中识别和分类客户目标和行为的方法公开(公告)号：US07224790B1
公开(公告)日：2007-05-29
申请号：US09578723
申请日：2000-05-26
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04M2201/12 , H04M2203/551
摘要： A method is provided that identifies and categorizes the reason a customer contacts a customer service center, i.e. the customer's goal or problem. In addition, the method allows the customer to be categorized into a set of behavior-based groupings. This integration of goal and customer categorization establishes the foundation to optimally direct the customer's request through an appropriate center. This method can collect information regarding the customer's behavior and can use that behavioral information to determine the optimal manner for handling the customer request.
摘要翻译： 提供了一种识别和分类客户与客户服务中心联系的原因（即客户目标或问题）的方法。 此外，该方法允许将客户分类为一组基于行为的分组。 目标和客户分类的整合为通过适当的中心优化客户要求提供了基础。 该方法可以收集有关客户行为的信息，并且可以使用该行为信息来确定处理客户请求的最佳方式。
-
公开(公告)号：US07836405B2
公开(公告)日：2010-11-16
申请号：US12405713
申请日：2009-03-17
CPC分类号： G06F8/38 , G06Q20/1085
摘要： Designing user interfaces for users in a user population includes modeling behaviorally distinct groups of the users and customizing the user interfaces based on either or both interactive testing by the users and modeling the behaviorally distinct groups of the users. The user population is categorized into the behaviorally distinct groups of the users based on predetermined characteristics and behaviors for the users.
摘要翻译： 为用户群体中的用户设计用户界面包括基于行为上不同的用户组建立用户界面，并根据用户进行的一个或两个交互式测试定制用户界面，以及对行为上不同的用户组进行建模。 基于用户的预定特征和行为，将用户群体分类为用户行为上不同的组。
-
公开(公告)号：US20090177983A1
公开(公告)日：2009-07-09
申请号：US12405713
申请日：2009-03-17
IPC分类号： G06F3/00
CPC分类号： G06F8/38 , G06Q20/1085
摘要： Designing user interfaces for users in a user population includes modeling behaviorally distinct groups of the users and customizing the user interfaces based on either or both interactive testing by the users and modeling the behaviorally distinct groups of the users. The user population is categorized into the behaviorally distinct groups of the users based on predetermined characteristics and behaviors for the users.
摘要翻译： 为用户群体中的用户设计用户界面包括基于行为上不同的用户组建立用户界面，并根据用户进行的一个或两个交互式测试定制用户界面，以及对行为上不同的用户组进行建模。 基于用户的预定特征和行为，将用户群体分类为用户行为上不同的组。
-
公开(公告)号：US07086007B1
公开(公告)日：2006-08-01
申请号：US09578904
申请日：2000-05-26
CPC分类号： G06F8/38 , G06Q20/1085
摘要： A method that incorporates a detailed, precise procedure of designing a user interface by utilizing agent behavioral models. This method applies quantitative and qualitative agent behavioral models derived through the Categorize Describe-Model (CDM) methodology to the iterative design stage of interface development. The method includes: (1) categorizing at least two users; (2) validating targeted user behaviors and preferences; (3) capturing emergent behaviors and preferences; (4) tracking design requirements and implementations; (5) accommodating diversity in performance and preference during interactive testing; and (6) customizing a user interface design to each of the at least two users.
-
公开(公告)号：US06853966B2
公开(公告)日：2005-02-08
申请号：US10134430
申请日：2002-04-30
CPC分类号： G06F8/38
摘要： A method is provided for modeling types of customer service representatives that use a customer service representative interface. The models are used to provide data for designing the customer service representative interface. The method includes identifying behavior types of customer service representatives that use the customer service representative interface and modeling the identified behavior types of the customer service representatives to design a desired customer service representative interface.
摘要翻译： 提供了一种用于建模使用客户服务代表界面的客户服务代表类型的方法。 这些模型用于提供用于设计客户服务代表界面的数据。 该方法包括识别使用客户服务代表界面的客户服务代表的行为类型，并对客户服务代表的识别的行为类型进行建模以设计期望的客户服务代表接口。
-
公开(公告)号：US08103961B2
公开(公告)日：2012-01-24
申请号：US12898749
申请日：2010-10-06
CPC分类号： G06F8/38 , G06Q20/1085
摘要： Designing user interfaces includes categorizing users, by at least one processor, into a predetermined number of behaviorally distinct groups each specified by behavioral characteristics. The users are re-categorized, by the at least one processor, into the predetermined number of new behaviorally distinct groups each specified by revised behavioral characteristics. The user interfaces are designed, by the at least one processor, based on describing and modeling at least one of the re-categorized users and the new behaviorally distinct groups.
摘要翻译： 设计用户界面包括将至少一个处理器的用户分类为由行为特征指定的预定数量的行为上不同的组。 用户被至少一个处理器重新分类为预定数量的新的行为上不同的组，每组由修改的行为特征指定。 所述用户接口由所述至少一个处理器基于对所述重新分类的用户和所述新的行为上不同的组中的至少一个进行描述和建模来设计。
-
公开(公告)号：US07526731B2
公开(公告)日：2009-04-28
申请号：US11448049
申请日：2006-06-07
CPC分类号： G06F8/38 , G06Q20/1085
摘要： A method that incorporates a detailed, precise procedure of designing a user interface by utilizing agent behavioral models. This method applies quantitative and qualitative agent behavioral models derived through the Categorize Describe-Model (CDM) methodology to the iterative design stage of interface development. The method includes: (1) categorizing at least two users; (2) validating targeted user behaviors and preferences; (3) capturing emergent behaviors and preferences; (4) tracking design requirements and implementations; (5) accommodating diversity in performance and preference during interactive testing; and (6) customizing a user interface design to each of the at least two users.
摘要翻译： 一种通过利用代理行为模型来整合设计用户界面的详细，精确的过程的方法。 该方法将通过分类描述模型（CDM）方法导出的定量和定性代理行为模型应用于接口开发的迭代设计阶段。 该方法包括：（1）对至少两个用户进行分类; （2）验证有针对性的用户行为和偏好; （3）捕捉紧急行为和偏好; （4）跟踪设计要求和实施; （5）在交互式测试过程中适应性能和偏好的多样性; 以及（6）为所述至少两个用户中的每一个定制用户界面设计。
-
公开(公告)号：US06405159B2
公开(公告)日：2002-06-11
申请号：US09089403
申请日：1998-06-03
IPC分类号： G06F1300
CPC分类号： G06F8/38
摘要： A method for categorizing, describing, and modeling types of system users where information from the models can be used in designing a user interface. Users may have improved performance using the user interface. A list of tentative behaviors of the users is created. This list is created by identifying the goals desired for the user interface or the user models, and listing expected and desired behaviors that are relevant to these goals. The list is revised to include only those behaviors that are important or frequent based on the goals. Categorizing the behaviors is performed by obtaining information from users regarding their characteristics and behaviors. Each user's behavioral information is then converted to a score or value. The users are then mapped or charted based on which behaviors they exhibit. The mapping or charting is analyzed to identify clusters of users. These clusters define groups of users that have similar behaviors. The groups are then analyzed to produce descriptions of each group. This consists of selecting one or more users from each group and obtaining additional behavioral information. This additional behavioral information is analyzed to produce descriptions for each group. These descriptions are then used to formulate models of behaviors for each group. Information from these models can be used to design and create a user interface that helps increase user performance when using this user interface.
摘要翻译： 一种用于分类，描述和建模系统用户类型的方法，其中来自模型的信息可用于设计用户界面。 用户可以使用用户界面提高性能。 创建用户的暂时行为列表。 该列表是通过识别用户界面或用户模型所需的目标，并列出与这些目标相关的预期和期望的行为来创建的。 列表被修改为仅包括基于目标重要或频繁的行为。 通过从用户获取有关其特征和行为的信息来分类行为。 然后将每个用户的行为信息转换为分数或值。 然后根据他们展示的行为将用户映射或制图。 分析映射或图表以识别用户群。 这些群集定义具有相似行为的用户组。 然后分析组以产生每个组的描述。 这包括从每个组中选择一个或多个用户并获取额外的行为信息。 分析这些额外的行为信息以产生每个组的描述。 这些描述随后用于制定每个组的行为模型。 来自这些模型的信息可用于设计和创建用户界面，以帮助在使用此用户界面时提高用户性能。
-
-
-
-
-
-
-
搜索结果
8 条记录 (耗时 0.019 秒)
