公开(公告)号：US20160203218A1

公开(公告)日：2016-07-14

申请号：US14593593

申请日：2015-01-09

Applicant: Xerox Corporation

Inventor： David R. Vandervort ,  Saurabh Singh Kataria ,  Veerasundaravel Thirugnanasundaram

IPC: G06F17/30

CPC classification number: G06F16/951

Abstract: An apparatus, method and non-transitory computer readable medium for developing a query on a social media service are disclosed. For example, the apparatus includes a processor and a computer readable medium storing a plurality of instructions, which when executed by the processor, cause the processor to perform operations for developing the query on the social media service. The operations include receiving a keyword, providing an option to select a sentiment and an option to include a time frame, finding a plurality of related keywords based on the keyword, the sentiment that is selected and the time frame that is selected using one or more external databases, generating the query using the keyword and all of the plurality of related keywords and the time frame that is selected and applying the query to the social media service.

Abstract translation: 公开了一种用于在社交媒体服务上开发查询的装置，方法和非暂时计算机可读介质。 例如，该设备包括处理器和存储多个指令的计算机可读介质，当由处理器执行该指令时，该处理器和处理器使处理器执行用于在社交媒体服务上开发查询的操作。 这些操作包括接收关键字，提供选择情绪的选项和包括时间框架的选项，基于关键字找到多个相关关键字，所选择的情绪和使用一个或多个选择的时间框架 外部数据库，使用关键字和所有多个相关关键字生成查询，以及选择的时间框架并将该查询应用于社交媒体服务。

公开(公告)号：US20150302423A1

公开(公告)日：2015-10-22

申请号：US14254993

申请日：2014-04-17

Applicant: Xerox Corporation

Inventor： Veerasundaravel Thirugnanasundaram ,  Udhayakumar Dhanabalan ,  Tong Sun ,  David R. Vandervort ,  Arun Bakthavachalu

IPC: G06Q30/02 ,  G06Q50/00

CPC classification number: G06Q30/0201 ,  G06Q30/0282 ,  G06Q50/01

Abstract: Methods and systems for categorizing users. A first set of communities and a second set of communities are identified based on a set of keywords and one or more messages posted by at least the users on one or more websites. The first set of communities corresponds to at least one of a product or a service, and second set of communities corresponds to at least one of a competitor-product or a competitor-service. The one or more conversations associated a user in at least one of the first set of communities or the second set of communities are determined. The one or more conversations correspond to exchange of messages at least between the user and a user-representative. The one or more conversations are analyzed to obtained one or more attributes. The users are categorized based on the one or more attributes.

Abstract translation: 用户分类的方法和系统 基于一组关键字和至少一个或多个网站上的用户发布的一个或多个消息来识别第一组社区和第二组社区。 第一组社区对应于产品或服务中的至少一个，第二组社区对应于竞争对手产品或竞争对手服务中的至少一个。 确定在第一组社区或第二组社区中的至少一个中关联用户的一个或多个会话。 该一个或多个对话至少在用户和用户代表之间对应于消息的交换。 分析一个或多个对话以获得一个或多个属性。 用户根据一个或多个属性进行分类。

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.

公开(公告)号：US09420106B1

公开(公告)日：2016-08-16

申请号：US14639143

申请日：2015-03-05

Applicant: XEROX CORPORATION

Inventor： Veerasundaravel Thirugnanasundaram ,  Tong Sun ,  Arun Bakthavachalu

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  G06Q50/00

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到传入消息。 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：US20170262587A1

公开(公告)日：2017-09-14

申请号：US15065424

申请日：2016-03-09

Applicant: Xerox Corporation

Inventor： Arvind Agarwal ,  Stuti Awasthi ,  Saurabh Singh Kataria ,  Veerasundaravel Thirugnanasundaram

IPC: G06F19/00 ,  G06Q50/00

CPC classification number: G06F19/325 ,  G06Q50/01 ,  G16H10/60 ,  G16H50/20 ,  G16H50/30

Abstract: A method and non-transitory computer readable medium for generating patient profiles via a social media service are disclosed. For example, the method receives data from the social media service, extracts one or more attributes from the data from the social media service, classifies the one or more attributes to one or more of a plurality of predefined profile attributes, generates a patient profile based on the one or more attributes that are classified, determines a medical action to be executed based on the patient profile and transmits the medical action to be executed to a health administration server.

公开(公告)号：US20150032724A1

公开(公告)日：2015-01-29

申请号：US13948204

申请日：2013-07-23

Applicant: Xerox Corporation

Inventor： Veerasundaravel Thirugnanasundaram ,  David R. Vandervort ,  Tong Sun ,  Arun Bakthavachalu

IPC: G06F17/30

CPC classification number: G06F17/30654 ,  G06Q10/10 ,  G06Q30/01 ,  H04L51/02 ,  H04L51/16 ,  H04L51/32

Abstract: A first embodiment of the disclosure relates to a method for responding to a message posted in a social media stream. The method includes monitoring a social media site for at least one message including select subject matter. In response to identifying a message, the method includes collecting a series of exchanges that form a conversational thread including the message. The method includes determining at least one content attribute of the message. The method includes classifying the message using at least one key attribute. The method includes searching a database for a reference message using a combination of the at least one content and key attributes. The method includes determining a previous outcome of a reference thread including the reference message. The method includes using the previous outcome for determining a course of action.

Abstract translation: 本公开的第一实施例涉及一种用于响应在社交媒体流中发布的消息的方法。 该方法包括对包括选择主题的至少一个消息的社交媒体站点进行监视。 响应于识别消息，该方法包括收集形成包括消息的对话线程的一系列交换。 该方法包括确定消息的至少一个内容属性。 该方法包括使用至少一个密钥属性对消息进行分类。 该方法包括使用至少一个内容和关键属性的组合来搜索数据库中的参考消息。 该方法包括确定包括参考消息的参考线程的先前结果。 该方法包括使用先前的结果来确定行动过程。