公开(公告)号：US20160261747A1

公开(公告)日：2016-09-08

申请号：US14639143

申请日：2015-03-05

Applicant: XEROX CORPORATION

Inventor： VEERASUNDARAVEL THIRUGNANASUNDARAM ,  TONG SUN ,  ARUN BAKTHAVACHALU

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  G06Q50/01 ,  H04M3/5191

Abstract: What is disclosed is a customer relationship management system to help customer care agents prioritize a response to an incoming message. Historical conversations between customers and agents are retrieved. Each conversation has associated features and an assigned priority. Features are categorized into a plurality of categories. A priority is assigned to each category based on the features and the cumulative priority of all conversations in each category. Thereafter, an incoming message is received from a customer's computing device. Features are extracted from the incoming message. A determination is then made as to which of the categories this incoming message belongs based on this message's features. A priority is then assigned to the incoming message based on a priority assigned to the category which the incoming message belongs. The priority is then displayed for a customer agent so the agent can prioritize his/her response to that customer's incoming message.

Abstract translation: 披露的是客户关系管理系统，以帮助客户关怀代理优先考虑对传入消息的响应。 检索客户和代理之间的历史对话。 每个会话都具有相关联的功能和分配的优先级。 功能被分为多个类别。 基于每个类别中所有会话的特征和累积优先级，将优先级分配给每个类别。 此后，从客户的计算设备接收传入消息。 从传入的消息中提取功能。 然后根据该消息的特征确定该传入消息所属的哪个类别。 然后，基于分配给传入消息所属类别的优先级，将优先级分配给传入消息。 然后为客户代理显示优先级，因此代理可以对他/她对该客户的传入消息的响应进行优先级排序。

公开(公告)号：US20170221084A1

公开(公告)日：2017-08-03

申请号：US15010139

申请日：2016-01-29

Applicant: XEROX CORPORATION

Inventor： Veerasundaravel Thirugnanasundaram ,  TONG SUN ,  ARUN BAKTHAVACHALU

IPC: G06Q30/02 ,  H04L12/58 ,  G06Q10/10 ,  G06F17/30

CPC classification number: G06Q30/0204 ,  G06F16/2465 ,  G06Q10/107 ,  H04L51/12

Abstract: A method and a system for generating a search query to extract one or more relevant messages from a plurality of messages shared over a computer network. The method includes extracting a plurality of keywords and information pertaining to a plurality of customers from the plurality of messages. Further, the method identifies a set of influential customers from the plurality of customers based on a first score and a second score. The method further includes extracting a set of influential keywords from a first set of messages based on a first number of occurrences of the plurality of keywords in the plurality of messages within a pre-defined time interval. The method further includes generating the search query that includes at least the set of influential customers and the set of influential keywords.