公开(公告)号：WO2014026035A1

公开(公告)日：2014-02-13

申请号：PCT/US2013/054193

申请日：2013-08-08

Applicant: 24/7 CUSTOMER, INC. ,  MONEGAN, Michael ,  BAUL, Samrat

Inventor： MONEGAN, Michael ,  BAUL, Samrat

IPC: H04M3/00

CPC classification number: H04M3/493 ,  G06Q30/016 ,  H04M3/42068 ,  H04M3/5166 ,  H04M2203/2038 ,  H04M2203/551

Abstract: An intelligent IVR system identifies a customer based on previous customer interactions. Customer intent is predicted for an ongoing interaction and personalized services are proactively offered to the customer. A self-optimizing algorithm improves intent prediction, customer identity, and customer willingness to engage and use IVR.

Abstract translation: 智能IVR系统根据以前的客户互动识别客户。 预计客户意图将持续进行互动，并主动向客户提供个性化服务。 自我优化算法提高了意图预测，客户身份和客户参与和使用IVR的意愿。

公开(公告)号：WO2015013265A1

公开(公告)日：2015-01-29

申请号：PCT/US2014/047602

申请日：2014-07-22

Applicant: 24/7 CUSTOMER, INC. ,  SINGH, Tajinder ,  MONEGAN, Michael

Inventor： SINGH, Tajinder ,  MONEGAN, Michael

IPC: G06Q10/00

CPC classification number: G06Q30/016 ,  G06F21/31 ,  G06Q30/0185 ,  G06Q30/06 ,  H04L63/083 ,  H04L63/0876 ,  H04W12/06

Abstract: A device application is linked to a customer service interface. Information related to a user and to one or more user interactions is stored with an application associated with a user device. The information related to the user and the one or more user interactions configures an interaction context. A request to communicate with a customer service interface is received from the user during an on-going user interaction with the application. An authentication of the user is performed upon receiving the user request. The interaction context is provided to the customer service interface upon authenticating the user. The authentication of the user and the providing of the interaction context facilitate a seamless continuation of the on-going user interaction from the application associated with the user device to the customer service interface.

Abstract translation: 设备应用程序链接到客户服务界面。 与用户相关的信息和一个或多个用户交互的信息与与用户设备相关联的应用存储。 与用户和一个或多个用户交互相关的信息配置交互上下文。 在与应用的持续用户交互期间，从用户接收到与客户服务接口通信的请求。 在接收到用户请求时执行用户的认证。 在验证用户时，将交互上下文提供给客户服务界面。 用户的认证和交互环境的提供有助于从与用户设备相关联的应用到客户服务接口的正在进行的用户交互的无缝延续。