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公开(公告)号：US20130159881A1
公开(公告)日：2013-06-20
申请号：US13326613
申请日：2011-12-15
申请人： Xingxin Liu , Roy Vera , Michael P. Duffy , William C. Hall
发明人： Xingxin Liu , Roy Vera , Michael P. Duffy , William C. Hall
CPC分类号： G06Q10/20
摘要： A controller provides information regarding end-user dictated content for a plurality of technical support topics to an end-user device prior to the controller receiving any indication of specific technical support required by the end-user. Additionally, the controller provides information regarding available automated technical support to the end-user device prior to the controller receiving any indication of specific technical support required by the end-user. The end-user device provides an indication of selection of at least a portion of the either the information regarding end-user dictated content for a plurality of technical support topics or the information regarding available automated technical support. By providing such information prior to receiving any indication of the specific technical support required by the end-user, the likelihood that the end-user can successfully resolve his/her issue without further intervention is increased.
摘要翻译： 在控制器接收到终端用户所需的特定技术支持的任何指示之前，控制器向最终用户设备提供关于多个技术支持主题的最终用户指定内容的信息。 此外，在控制器接收到终端用户所需的特定技术支持的任何指示之前，控制器向终端用户设备提供关于可用的自动技术支持的信息。 最终用户设备提供关于多个技术支持主题的关于终端用户指定内容的信息的至少一部分的选择或关于可用的自动化技术支持的信息的指示。 通过在收到终端用户所要求的特定技术支持的任何指示之前提供此类信息，最终用户可以在没有进一步干预的情况下成功解决问题的可能性增加。
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公开(公告)号：US09495666B2
公开(公告)日：2016-11-15
申请号：US13326613
申请日：2011-12-15
申请人： Xingxin Liu , Roy Vera , Michael P. Duffy , William C. Hall
发明人： Xingxin Liu , Roy Vera , Michael P. Duffy , William C. Hall
CPC分类号： G06Q10/20
摘要： A controller provides information regarding end-user dictated content for a plurality of technical support topics to an end-user device prior to the controller receiving any indication of specific technical support required by the end-user. Additionally, the controller provides information regarding available automated technical support to the end-user device prior to the controller receiving any indication of specific technical support required by the end-user. The end-user device provides an indication of selection of at least a portion of the either the information regarding end-user dictated content for a plurality of technical support topics or the information regarding available automated technical support. By providing such information prior to receiving any indication of the specific technical support required by the end-user, the likelihood that the end-user can successfully resolve his/her issue without further intervention is increased.
摘要翻译： 在控制器接收到终端用户所需的特定技术支持的任何指示之前，控制器向最终用户设备提供关于多个技术支持主题的最终用户指定内容的信息。 此外，在控制器接收到终端用户所需的特定技术支持的任何指示之前，控制器向终端用户设备提供关于可用的自动技术支持的信息。 最终用户设备提供关于多个技术支持主题的关于终端用户指定内容的信息的至少一部分的选择或关于可用的自动化技术支持的信息的指示。 通过在收到终端用户所需的特定技术支持的任何指示之前提供此类信息，最终用户可以在没有进一步干预的情况下成功解决问题的可能性增加。
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3.发明授权Automated systems and methods for integrated multi-platform communication including real-time language translation 有权用于综合多平台通信的自动化系统和方法，包括实时语言翻译公开(公告)号：US09195652B2
公开(公告)日：2015-11-24
申请号：US13155953
申请日：2011-06-08
CPC分类号： G06F17/289
摘要： Disclosed are systems and methods for performing real-time language translations. These methods include integration of a plurality of modes of communication that can be implemented by both the sender and recipient of the message. Disclosed embodiments translate an incoming message, for example using a plurality of web-based translators. The system selects the preferred translation and transmits at least the preferred translation to the recipient via the recipient's preferred mode of communication. Disclosed embodiments allow the message recipient to change language selections on-the-fly. Disclosed embodiments enable the recipient to view the alternate translations from the plurality of web-based translators and select a translation of choice. The system uses this crowd sourcing information as feedback to improve the method.
摘要翻译： 公开了用于执行实时语言翻译的系统和方法。 这些方法包括可以由消息的发送者和接收者两者实现的多种通信模式的集成。 公开的实施例翻译传入的消息，例如使用多个基于web的翻译器。 该系统选择首选的翻译，并通过接收者的首选交流方式将至少优选的翻译发送给接收者。 公开的实施例允许消息接收者即时更改语言选择。 公开的实施例使得接收者能够从多个基于网络的翻译器查看替代翻译，并选择翻译的选择。 该系统使用这个大众采购信息作为反馈来改进方法。
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4.发明授权公开(公告)号：US08458521B2
公开(公告)日：2013-06-04
申请号：US12705697
申请日：2010-02-15
IPC分类号： G06F11/00
摘要： In a remote technical support system, in response to a request for service, a user device receives an executable application from the technical support controller, which executable application is subsequently invoked at the user device. Additionally, the user device receives configuration information from the technical support controller. The executable application then performs technical support processing of the user device in accordance with the configuration information. The executable application can be configured, based on the configuration information, to engage in dynamic workflow, i.e., to make decisions about what activities to perform based on previous results. Because the configuration information can be selected according to the specific nature of the user device and/or the specific nature of the service request, the executable application can be tailored to best address the requesting end user's needs with minimal attention from a remote technician.
摘要翻译： 在远程技术支持系统中，响应于服务请求，用户设备从技术支持控制器接收可执行应用程序，该可执行应用程序随后在用户设备处被调用。 此外，用户设备从技术支持控制器接收配置信息。 然后，可执行应用程序根据配置信息执行用户设备的技术支持处理。 可执行应用程序可以基于配置信息进行配置，从而进行动态工作流程，即根据先前的结果做出关于要执行哪些活动的决策。 由于可以根据用户设备的特定性质和/或服务请求的特定性质来选择配置信息，所以可以对可执行应用进行定制，以最小化远程技术人员的注意力来满足请求终端用户的需求。
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5.发明申请AUTOMATED SYSTEMS AND METHODS FOR INTEGRATED MULTI-PLATFORM COMMUNICATION INCLUDING REAL-TIME LANGUAGE TRANSLATION 有权用于整合多平台通信的自动系统和方法，包括实时语言翻译公开(公告)号：US20120316861A1
公开(公告)日：2012-12-13
申请号：US13155953
申请日：2011-06-08
IPC分类号： G06F17/28
CPC分类号： G06F17/289
摘要： Disclosed are systems and methods for performing real-time language translations. These methods include integration of a plurality of modes of communication that can be implemented by both the sender and recipient of the message. Disclosed embodiments translate an incoming message, for example using a plurality of web-based translators. The system selects the preferred translation and transmits at least the preferred translation to the recipient via the recipient's preferred mode of communication. Disclosed embodiments allow the message recipient to change language selections on-the-fly. Disclosed embodiments enable the recipient to view the alternate translations from the plurality of web-based translators and select a translation of choice. The system uses this crowd sourcing information as feedback to improve the method.
摘要翻译： 公开了用于执行实时语言翻译的系统和方法。 这些方法包括可以由消息的发送者和接收者两者实现的多种通信模式的集成。 公开的实施例翻译传入的消息，例如使用多个基于web的翻译器。 该系统选择首选翻译，并通过接收者的首选交流方式将至少优选的翻译传送给接收者。 公开的实施例允许消息接收者即时更改语言选择。 公开的实施例使得接收者能够从多个基于网络的翻译器查看替代翻译，并选择翻译的选择。 该系统使用这个大众采购信息作为反馈来改进方法。
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公开(公告)号：US08386289B2
公开(公告)日：2013-02-26
申请号：US12705702
申请日：2010-02-15
IPC分类号： G06Q10/00
CPC分类号： G06Q10/063114 , G06Q10/00 , G06Q10/063112
摘要： In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician. Each service request may be classified into categories such that only remote technicians associated with a given category can handle service requests for that category. Furthermore, the process of selecting a remote technician to handle a given service request can be completely automated or based on individual remote technicians selecting service requests from a preliminary queue.
摘要翻译： 在远程技术支持系统中，技术支持控制器接收由远程技术人员服务的最大数量的支持会话的指示。 此后，技术支持控制器接收用户设备的服务请求。 技术支持控制器确定远程技术人员是否处理服务请求将导致远程技术人员当前正在处理的支持会话的数量超过先前指示的最大支持次数。 如果没有，则将服务请求添加到远程技术人员的工作队列中。 每个服务请求可以被分类成类别，使得只有与给定类别相关联的远程技术人员可以处理该类别的服务请求。 此外，选择远程技术人员以处理给定服务请求的过程可以是完全自动化的，或者基于各个远程技术人员从初步队列中选择服务请求。
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