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    坐席分配方法、装置、计算机设备和存储介质
    44.
    发明申请
    坐席分配方法、装置、计算机设备和存储介质 审中-公开

    公开(公告)号：WO2018201976A1

    公开(公告)日：2018-11-08

    申请号：PCT/CN2018/084755

    申请日：2018-04-27

    Applicant: 平安科技(深圳)有限公司

    Inventor： 李长缤

    IPC: H04M3/54 ,  H04M3/523

    CPC classification number: H04M3/5141 ,  H04M3/523 ,  H04M3/5232

    Abstract: 一种坐席分配方法，该方法包括接收坐席请求；提取坐席请求所携带的用户标识；查询匹配关系表中与用户标识相对应的坐席标识；当匹配关系表中存在与用户标识相对应的坐席标识时，则查询与用户标识相对应的坐席标识所对应的坐席端是否处于坐席服务中；当与用户标识相对应的坐席标识所对应的坐席端未处于坐席服务时，根据坐席标识，向相应的坐席端发送坐席请求以建立坐席服务。

    SYSTEMS AND METHODS FOR FACILITATING COMMUNICATION AND INFORMATION EXCHANGE AS A TRANSACTION
    45.
    发明申请
    SYSTEMS AND METHODS FOR FACILITATING COMMUNICATION AND INFORMATION EXCHANGE AS A TRANSACTION 审中-公开
    用于促进通信和信息交换作为交易的系统和方法

    公开(公告)号：WO2018051272A1

    公开(公告)日：2018-03-22

    申请号：PCT/IB2017/055571

    申请日：2017-09-14

    Applicant: TATOLL TELESERVE PVT LTD

    Inventor： KUMAR, Amit ,  CHATURVEDI, Shashank

    IPC: H04M3/42 ,  H04M1/26 ,  H04W4/00 ,  G06Q30/06

    CPC classification number: H04M3/42008 ,  G06Q30/0201 ,  G06Q30/0206 ,  G06Q30/06 ,  H04M1/274508 ,  H04M1/72519 ,  H04M3/5141 ,  H04M2203/2044 ,  H04M2203/4509 ,  H04M2203/655 ,  H04M2207/20 ,  H04M2250/66

    Abstract: A system for facilitating communication and information exchange as a transaction, includes, a central computing device capable of communicating with a user and a receiver over a communication network, a user device associated with the user configured to transmit a communication request to the central computing device, and, a receiver device associated with the receiver to receive the communication request from the central computing device and transmit information to the user device in response to receiving the communication request. In use, the receiver communicates with the user based on the multiple rates as established by said receiver.

    Abstract translation: 用于促进作为交易的通信和信息交换的系统包括能够通过通信网络与用户和接收器通信的中央计算设备，与用户相关联的用户设备，其被配置为发送 向中央计算装置发送通信请求，以及与接收器相关联的接收器装置，以从中央计算装置接收通信请求，并且响应于接收到通信请求而向用户装置发送信息。 在使用中，接收器根据由所述接收器建立的多个速率与用户通信。

    CALL MOBILITY
    46.
    发明申请
    CALL MOBILITY 审中-公开
    呼叫移动性

    公开(公告)号：WO2017189454A1

    公开(公告)日：2017-11-02

    申请号：PCT/US2017/029194

    申请日：2017-04-24

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： N. SUNDAR, Arun ,  MADHAVAN, Vinod, Natakala ,  KS KUMAR, Vishwa

    IPC: H04L29/06 ,  H04L29/08

    CPC classification number: H04M3/5141 ,  H04M3/2218 ,  H04M3/42068 ,  H04M3/42263 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5166 ,  H04M3/58 ,  H04M2203/5018

    Abstract: A method has steps for receiving at a call center implemented in a network, a first call from a caller using a first telephony-enabled device, connecting the received first call to an agent in the call center, creating and storing in a data repository at the call center a live call record associating an identity of the caller or a device of the caller with the agent to whom the first call is connected, receiving, while the first call is active, a second call from the same caller using a second telephony-enabled device, querying the data repository and discovering the live call record, routing the second call to the same agent to whom the first call is routed, and terminating the first call, but leaving the live call record in place.

    Abstract translation: 一种方法具有以下步骤：用于在网络中实现的呼叫中心处接收来自呼叫者的使用第一启用电话的设备的第一呼叫，将所接收的第一呼叫连接到呼叫中心中的代理， 在呼叫中心的数据储存库中创建并存储将呼叫者的身份或呼叫者的设备与第一呼叫所连接的代理相关联的实况呼叫记录，在第一呼叫有效时接收第二呼叫 从同一呼叫者使用第二启用电话的设备查询数据储存库并发现实况呼叫记录，将第二呼叫路由到与第一呼叫路由到的同一代理并终止第一呼叫，但是离开实况呼叫 记录在原地。

    PUSHING WEB AND APPLICATION PAGES DURING VIDEO/AUDIO CALLS
    47.
    发明申请
    PUSHING WEB AND APPLICATION PAGES DURING VIDEO/AUDIO CALLS 审中-公开
    在视频/音频呼叫期间推送网页和应用页面

    公开(公告)号：WO2015181775A1

    公开(公告)日：2015-12-03

    申请号：PCT/IB2015/054034

    申请日：2015-05-28

    Applicant: CAFEX COMMUNICATIONS, LTD.

    Inventor： GLASS, Kevin J. ,  JODOIN, David ,  WATTS, David

    IPC: H04M7/00 ,  H04M3/51

    CPC classification number: H04M3/493 ,  H04L67/02 ,  H04L67/26 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5191 ,  H04M7/003

    Abstract: A method and system for pushing web pages to a web client during a video/audio call. The method involves assigning a correlation ID to a web client to which a web page is served. The same correlation ID value is communicated by the web client to a VIVR/context web server computer. The VIVR/context web server computer is arranged to serve at least one web page to the web client. A voice/video call is established between the web client and a contact center agent computer responsive to a request from the web client. As part of initiating such call, the correlation ID is communicated to the contact center agent computer. Thereafter, during the voice/video call, at least one command is generated which causes the VIVR web server to serve at least one web page to the web client using the correlation ID.

    Abstract translation: 一种在视频/音频通话期间将网页推送到网络客户端的方法和系统。 该方法包括将相关性ID分配给网络服务器所在的Web客户端。 Web客户端将相同的相关ID值传送给VIVR /上下文Web服务器计算机。 VIVR /上下文Web服务器计算机被安排为至少一个网页服务于web客户端。 响应于来自web客户端的请求，在web客户端和联络中心代理计算机之间建立语音/视频呼叫。 作为启动此类呼叫的一部分，将相关ID传送给联络中心代理计算机。 此后，在语音/视频呼叫期间，生成至少一个命令，其使VIVR web服务器使用相关ID向web客户端提供至少一个网页。

    协同通信的客服方法及客服系统
    48.
    发明申请
    协同通信的客服方法及客服系统 审中-公开

    公开(公告)号：WO2015117297A1

    公开(公告)日：2015-08-13

    申请号：PCT/CN2014/084946

    申请日：2014-08-21

    Applicant: 中兴通讯股份有限公司

    Inventor： 刘波

    IPC: H04L29/06 ,  H04L12/70 ,  H04M3/42 ,  H04M3/50

    CPC classification number: H04M3/5141

    Abstract: 本发明公开了一种协同通信的客服方法，应用于客服系统中，所述多接入式客服的方法包括以下步骤：获取不同的通信接入渠道中同一用户的用户信息，将所述用户信息进行关联；获取所述不同的通信接入渠道中的业务数据，基于所述用户信息的关联关系对所述业务数据进行相应的处理。本发明还公开了一种客服系统。本发明能够为用户提供一次业务办理、多种通信接入渠道接入的客服系统，简化了业务办理的流程。

    METHODS AND SYSTEM FOR ANALYZING MULTICHANNEL ELECTRONIC COMMUNICATION DATA
    49.
    发明申请
    METHODS AND SYSTEM FOR ANALYZING MULTICHANNEL ELECTRONIC COMMUNICATION DATA 审中-公开
    用于分析多通道电子通信数据的方法和系统

    公开(公告)号：WO2014160074A1

    公开(公告)日：2014-10-02

    申请号：PCT/US2014/025763

    申请日：2014-03-13

    Applicant: MATTERSIGHT CORPORATION

    Inventor： CONWAY, Kelly ,  DANSON, Christopher ,  BROWN, Douglas ,  GUSTAFSON, David ,  WARFORD, Roger ,  MOORE, Melissa ,  CAPERS, Keene, Hedges

    IPC: G06Q10/00

    CPC classification number: H04M3/5175 ,  G06Q30/016 ,  G10L25/63 ,  H04L61/1582 ,  H04L67/02 ,  H04L67/10 ,  H04L67/20 ,  H04M3/42161 ,  H04M3/5141 ,  H04M3/5191 ,  H04M7/0012 ,  H04M2203/555 ,  H04M2203/556

    Abstract: A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by a contact center, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment data by the contact center based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data. In one or more embodiments, electronic customer communication data may be one or more of electronic-mail data, web content data, text message data, voice over IP data, online forum data, social media data, update status, media feed, social media review, social media data stream. In other embodiments, electronic customer communication data may include data received during a customer communication with a graphical user interface for the contact center.

    Abstract translation: 提供了一种用于分析电子通信数据的方法和系统。 在一个实施例中，一种方法包括由联络中心接收电子客户通信数据，通过将预定的基于语言的心理行为模型应用于电子客户通信数据来分析电子客户通信数据，以及通过基于联络中心的行为评估数据 在所述分析中，所述行为评估数据为分析的电子客户通信数据提供个性类型。 在一个或多个实施例中，电子客户通信数据可以是电子邮件数据，网络内容数据，文本消息数据，IP数据语音，在线论坛数据，社交媒体数据，更新状态，媒体馈送，社交媒体中的一个或多个 评论，社交媒体数据流。 在其他实施例中，电子客户通信数据可以包括在与用于联络中心的图形用户界面的客户通信期间接收到的数据。

    METHOD FOR PROVIDING SUPPORT USING ANSWER ENGINE AND DIALOG RULES
    50.
    发明申请
    METHOD FOR PROVIDING SUPPORT USING ANSWER ENGINE AND DIALOG RULES 审中-公开
    使用回答引擎和对话规则提供支持的方法

    公开(公告)号：WO2014070467A1

    公开(公告)日：2014-05-08

    申请号：PCT/US2013/065420

    申请日：2013-10-17

    Applicant: TELETECH HOLDINGS, INC.

    Inventor： TUCHMAN, Kenneth D. ,  SHARPE, Bruce A. ,  TRUONG, Henry D.

    IPC: G06Q30/00

    CPC classification number: G06Q30/016 ,  G06Q10/063112 ,  H04L12/1813 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5231 ,  H04M7/003 ,  H04M2203/407

    Abstract: According to one embodiment, a self-service system is to provide self-support knowledgebase (KB) information to allow users to navigate the self-support KB. A monitor is to track user interaction with the self-support KB while a user navigates through the self-support KB. An answer engine is to receive a query from the user to ask a question and in response to the query, to identify a predefined response to the query in view of a set of dialog rules. The answer engine is to transmit one or more related questions that the user will likely ask based on the dialog rules and the user interaction. The answer engine further transmits an invitation to allow the user to initiate a live support session after a predetermined condition has been satisfied.

    Abstract translation: 根据一个实施例，自助服务系统是提供自支持知识库（KB）信息以允许用户导航自支持知识库。 监视器将在用户浏览自支持KB时跟踪用户与自助KB的交互。 答案引擎是从用户接收询问问题并响应于查询的查询，以鉴于一组对话规则来识别对查询的预定义响应。 答案引擎是根据对话规则和用户交互来传送用户可能会询问的一个或多个相关问题。 应答引擎进一步发送允许用户在已经满足预定条件之后启动实时支持会话的邀请。

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