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公开(公告)号：US20170054848A1
公开(公告)日：2017-02-23
申请号：US14832862
申请日：2015-08-21
Applicant: Samsung Electronics Co., Ltd.
Inventor： Yunsong Meng , Doreen Cheng , Yongmei Shi , Justin Martineau
CPC classification number: H04M3/5191 , G06Q30/02 , H04M3/5233
Abstract: A method and device for automatic digital customer service agent processing to automatically redirect to a correct channel for assistance. A method includes obtaining communication information based on customer communication iterations. Customer emotion information and customer situation context information is detected based on customer information obtained from one or more devices. Redirection option information is retrieved for a condition corresponding to the customer situation context information from an assistant-redirection knowledge base. The customer situation context information, the communication information, the customer emotion information and the redirection option information are used to determine and to provide a redirection suggestion with a justification, or an answer response.
Abstract translation: 一种用于自动数字客户服务代理处理的方法和设备，用于自动重定向到正确的渠道以获得帮助。 一种方法包括基于客户通信迭代获得通信信息。 基于从一个或多个设备获得的客户信息来检测客户情绪信息和客户情况上下文信息。 对于与辅助重定向知识库的客户情况上下文信息相对应的条件，检索重定向选项信息。 用户情况上下文信息，通信信息，客户情绪信息和重定向选项信息用于确定和提供具有理由或应答响应的重定向建议。
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公开(公告)号：US10193843B2
公开(公告)日：2019-01-29
申请号：US14963171
申请日：2015-12-08
Applicant: Samsung Electronics Co., Ltd.
Inventor： Yunsong Meng , Doreen Cheng , Yongmei Shi
Abstract: A computing system includes: a control circuit configured to: access a subject interaction representing communication between a customer and a service provider; identify a communication segment and a sourcing party associated with the communication segment from the subject interaction; generate a message label for the communication segment based on the sourcing party; generate a dialog-flow framework based on the message label for representing the subject interaction; and a storage circuit, coupled to the control circuit, configured to store the dialog-flow framework.
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公开(公告)号：US20170163584A1
公开(公告)日：2017-06-08
申请号：US14963171
申请日：2015-12-08
Applicant: Samsung Electronics Co., Ltd.
Inventor： Yunsong Meng , Doreen Cheng , Yongmei Shi
IPC: H04L12/58
CPC classification number: H04L51/18 , G06Q10/0633 , G06Q10/103 , G06Q50/01
Abstract: A computing system includes: a control circuit configured to: access a subject interaction representing communication between a customer and a service provider; identify a communication segment and a sourcing party associated with the communication segment from the subject interaction; generate a message label for the communication segment based on the sourcing party; generate a dialog-flow framework based on the message label for representing the subject interaction; and a storage circuit, coupled to the control circuit, configured to store the dialog-flow framework.
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公开(公告)号：US09723149B2
公开(公告)日：2017-08-01
申请号：US14832862
申请日：2015-08-21
Applicant: Samsung Electronics Co., Ltd.
Inventor： Yunsong Meng , Doreen Cheng , Yongmei Shi , Justin Martineau
CPC classification number: H04M3/5191 , G06Q30/02 , H04M3/5233
Abstract: A method and device for automatic digital customer service agent processing to automatically redirect to a correct channel for assistance. A method includes obtaining communication information based on customer communication iterations. Customer emotion information and customer situation context information is detected based on customer information obtained from one or more devices. Redirection option information is retrieved for a condition corresponding to the customer situation context information from an assistant-redirection knowledge base. The customer situation context information, the communication information, the customer emotion information and the redirection option information are used to determine and to provide a redirection suggestion with a justification, or an answer response.
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