公开(公告)号：WO2004081720A2

公开(公告)日：2004-09-23

申请号：PCT/US2004/006677

申请日：2004-03-04

Applicant: SBC PROPERTIES, L.P. ,  KNOTT, Benjanim, A. ,  PASQUALE, Theodore, B. ,  JOSEPH, Kurt, M. ,  MILLS, Scott, H. ,  MILLER, James, T. ,  BUSHEY, Robert, R. ,  MARTIN, John, M.

Inventor： KNOTT, Benjanim, A. ,  PASQUALE, Theodore, B. ,  JOSEPH, Kurt, M. ,  MILLS, Scott, H. ,  MILLER, James, T. ,  BUSHEY, Robert, R. ,  MARTIN, John, M.

IPC: G06F

CPC classification number: H04M3/42348 ,  H04M3/2218 ,  H04M3/4285 ,  H04M3/493 ,  H04M3/5166 ,  H04M3/5238 ,  H04M2203/1066 ,  H04M2203/2011

Abstract: A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The customers engage the customer activities while holding in a queue where the customer activities reduce the boredom, frustration, and perceived hold duration associated with holding to speak to a live agent. The customers are offered one or more options of the customer activities to interact with and the system and method monitors the customer’s selections and interaction with the customer activities. As agents become available, each customer is transferred to an agent along with information regarding the customer’s interaction with a selected customer activity. Upon completion of the interaction between the agent and the customer, the customer has the option to return to the selected customer activity and continue interacting with the selected customer activity.

Abstract translation: 用于在队列中提供客户活动的系统和方法允许一个或多个客户与一个或多个客户活动进行交互，同时等待与现场代理人交谈。 客户在客户活动中进行客户活动，客户活动减少与持有代理人谈话的无聊，沮丧和持续持续时间。 客户提供一个或多个客户活动选项进行交互，系统和方法监控客户的选择和与客户活动的互动。 随着代理商可用，每个客户都被转移到代理商以及客户与所选客户活动的互动信息。 在代理和客户之间的交互完成之后，客户可以选择返回所选择的客户活动并继续与选定的客户活动进行交互。

公开(公告)号：WO2005038576A3

公开(公告)日：2007-05-31

申请号：PCT/US2004032755

申请日：2004-10-05

Applicant: SBC KNOWLEDGE VENTURES LP ,  KNOTT BENJAMIN A ,  BUSHEY ROBERT R ,  PASQUALE THEODORE B

Inventor： KNOTT BENJAMIN A ,  BUSHEY ROBERT R ,  PASQUALE THEODORE B

IPC: G06Q30/00

CPC classification number: G06Q30/02 ,  G06Q30/0601

Abstract: A system and method for customizing commercial web content delivered to a user's web browser. The user's consumer demographic data and preferences are gathered and stored in a database. These preferences are matched to one of a number of stored customer models. The model is then matched to one of a number of web content alternatives, and that web content is used to compose the web site downloaded to the customer's web browser.

Abstract translation: 一种用于定制传递给用户的网络浏览器的商业网页内容的系统和方法。 用户的消费者人口统计数据和偏好被收集并存储在数据库中。 这些首选项与许多存储的客户模型之一相匹配。 然后将该模型与许多网络内容替代品中的一种进行匹配，并且该网络内容用于组成下载到客户的Web浏览器的网站。

公开(公告)号：WO2004104734A2

公开(公告)日：2004-12-02

申请号：PCT/US2004/014660

申请日：2004-05-11

Applicant: SBC PROPERTIES, L.P. ,  PASQUALE, Theodore B. ,  BUSHEY, Robert R. ,  KNOTT, Benjamin A.

Inventor： PASQUALE, Theodore B. ,  BUSHEY, Robert R. ,  KNOTT, Benjamin A.

IPC: G06F

CPC classification number: H04M3/22 ,  G06Q30/016 ,  G06Q30/02 ,  G06Q30/0203 ,  G06Q30/0217 ,  G06Q30/0281 ,  G06Q30/0282

Abstract: A system and method for automated customer feedback allows for automatically collecting and analyzing customer feedback data regarding customer satisfaction and customer task completion with respect to self-service applications and live agents. When contacting a customer service center, customers provide one or more customer tasks. The customers are routed within the customer service center based on the customer task and/or one or more customer characteristics. While interacting with the customer service center, the customers are automatically asked one or more specific survey questions relating to the customers’ interaction with the customer service center and the customers’ satisfaction levels. The customers provide one or more survey responses to the survey questions. The survey responses are recorded and analyzed in order to modify and update the customer service center and the survey questions in order to increase customer satisfaction and increase customer task completion.

Abstract translation: 用于自动化客户反馈的系统和方法允许自动收集和分析关于客户满意度的客户反馈数据和关于自助服务应用程序和实时代理的客户任务完成。 当联系客户服务中心时，客户提供一个或多个客户任务。 客户根据客户任务和/或一个或多个客户特征在客户服务中心内进行路由。 在与客户服务中心进行互动的同时，客户会自动询问与客户与客户服务中心的互动和客户满意度相关的一个或多个具体问卷调查问题。 客户为调查问题提供一个或多个调查回答。 对调查回答进行记录和分析，以修改和更新客户服务中心和调查问题，以提高客户满意度并增加客户任务完成。

公开(公告)号：WO2004104734A3

公开(公告)日：2006-05-18

申请号：PCT/US2004014660

申请日：2004-05-11

Applicant: SBC PROPERTIES LP ,  PASQUALE THEODORE B ,  BUSHEY ROBERT R ,  KNOTT BENJAMIN A

Inventor： PASQUALE THEODORE B ,  BUSHEY ROBERT R ,  KNOTT BENJAMIN A

IPC: G06Q30/00 ,  G06Q30/02 ,  G06F17/60 ,  H04M1/00 ,  H04M3/42

CPC classification number: H04M3/22 ,  G06Q30/016 ,  G06Q30/02 ,  G06Q30/0203 ,  G06Q30/0217 ,  G06Q30/0281 ,  G06Q30/0282

Abstract: A system and method for automated customer feedback allows for automatically collecting and analyzing customer feedback data regarding customer satisfaction and customer task completion with respect to self-service applications and live agents. When contacting a customer service center, customers provide one or more customer tasks. The customers are routed within the customer service center based on the customer task and/or one or more customer characteristics. While interacting with the customer service center, the customers are automatically asked one or more specific survey questions relating to the customers' interaction with the customer service center and the customers' satisfaction levels. The customers provide one or more survey responses to the survey questions. The survey responses are recorded and analyzed in order to modify and update the customer service center and the survey questions in order to increase customer satisfaction and increase customer task completion.

Abstract translation: 用于自动化客户反馈的系统和方法允许自动收集和分析关于客户满意度的客户反馈数据和关于自助服务应用程序和实时代理的客户任务完成。 当联系客户服务中心时，客户提供一个或多个客户任务。 客户根据客户任务和/或一个或多个客户特征在客户服务中心内进行路由。 在与客户服务中心进行互动的同时，客户会自动询问与客户服务中心的客户互动和客户满意度相关的一个或多个具体问卷调查问题。 客户为调查问题提供一个或多个调查回答。 对调查回答进行记录和分析，以修改和更新客户服务中心和调查问题，以提高客户满意度并增加客户任务完成。

公开(公告)号：WO2005038576A2

公开(公告)日：2005-04-28

申请号：PCT/US2004/032755

申请日：2004-10-05

Applicant: SBC KNOWLEDGE VENTURES, L.P. ,  KNOTT, Benjamin, A. ,  BUSHEY, Robert, R. ,  PASQUALE, Theodore, B.

Inventor： KNOTT, Benjamin, A. ,  BUSHEY, Robert, R. ,  PASQUALE, Theodore, B.

IPC: G06F

CPC classification number: G06Q30/02 ,  G06Q30/0601

Abstract: A system and method for customizing commercial web content delivered to a user’s web browser. The user’s consumer demographic data and preferences are gathered and stored in a database. These preferences are matched to one of a number of stored customer models. The model is then matched to one of a number of web content alternatives, and that web content is used to compose the web site downloaded to the customer’s web browser.

Abstract translation: 一种用于定制传递给用户的网络浏览器的商业网页内容的系统和方法。 用户的消费者人口统计数据和偏好被收集并存储在数据库中。 这些首选项与许多存储的客户模型之一相匹配。 然后将该模型与许多网络内容替代品中的一种进行匹配，并且该网页内容用于撰写下载到客户网络浏览器的网站。

公开(公告)号：WO2004006092A8

公开(公告)日：2004-09-02

申请号：PCT/US0319835

申请日：2003-06-24

Applicant: SBC PROPERTIES LP ,  SBC TECHN RES INC ,  BUSHEY ROBERT R ,  EDWARDS GREGORY W ,  JOSEPH KURT M ,  KNOTT BENJAMIN A ,  MARTIN JOHN M ,  MILLS SCOTT H ,  PASQUALE THEODORE B

Inventor： BUSHEY ROBERT R ,  EDWARDS GREGORY W ,  JOSEPH KURT M ,  KNOTT BENJAMIN A ,  MARTIN JOHN M ,  MILLS SCOTT H ,  PASQUALE THEODORE B

IPC: G06F9/44 ,  G06Q10/10 ,  G09G5/00 ,  G10L15/18 ,  H04M1/24 ,  H04M1/64 ,  H04M3/00 ,  H04M3/22 ,  H04M11/00 ,  H04M15/00

CPC classification number: G10L15/1822 ,  G06F8/20 ,  G06Q10/10 ,  H04M15/00

公开(公告)号：WO2004006092A2

公开(公告)日：2004-01-15

申请号：PCT/US2003/019835

申请日：2003-06-24

Applicant: SBC PROPERTIES, L.P. ,  SBC TECHNOLOGY RESOURCES, INC. ,  BUSHEY, Robert R. ,  EDWARDS, Gregory W. ,  JOSEPH, Kurt M. ,  KNOTT, Benjamin A. ,  MARTIN, John M. ,  MILLS, Scott H. ,  PASQUALE, Theodore B.

Inventor： BUSHEY, Robert R. ,  EDWARDS, Gregory W. ,  JOSEPH, Kurt M. ,  KNOTT, Benjamin A. ,  MARTIN, John M. ,  MILLS, Scott H. ,  PASQUALE, Theodore B.

IPC: G06F9/44

CPC classification number: G10L15/1822 ,  G06F8/20 ,  G06Q10/10 ,  H04M15/00

Abstract: A method, system, and apparatus for automating the creation of customer-centric interfaces includes an IVR system and a computer system automatically creating a customer-centric interface design. A plurality of opening statements are collected and analyzed in order to determine the customers' terminology, the tasks for which the customers contact the interface, and how the tasks are related. Analysis and categorization of the customer opening statements (using one or more rules), the tasks, and the task relationships allows for menu prompts and dialog exchanges within the interface to be in the customers own terminology and arranged in an order familiar to the customers. Furthermore, a plurality of personas are available to interact with the customers in accordance with the customers' personality or demeanor. The performance of the customer-centric interface is tested whereby the test results are automatically analyzed and the customer-centric interface is modified for optimal performance.

Abstract translation: 用于自动创建以客户为中心的接口的方法，系统和装置包括IVR系统和计算机系统自动创建以客户为中心的接口设计。 收集和分析多个开幕词以确定客户的术语，客户联系接口的任务以及任务如何相关。 客户开场语句（使用一个或多个规则），任务和任务关系的分析和分类允许界面内的菜单提示和对话交换在客户自己的术语中，并按照客户熟悉的顺序排列。 此外，根据客户的个性或风格，多个角色可以与客户进行交互。 测试以客户为中心的界面的性能，从而自动分析测试结果，并修改以客户为中心的界面以获得最佳性能。

公开(公告)号：WO2004081720A3

公开(公告)日：2004-09-23

申请号：PCT/US2004/006677

申请日：2004-03-04

Applicant: SBC PROPERTIES, L.P. ,  KNOTT, Benjanim, A. ,  PASQUALE, Theodore, B. ,  JOSEPH, Kurt, M. ,  MILLS, Scott, H. ,  MILLER, James, T. ,  BUSHEY, Robert, R. ,  MARTIN, John, M.

Inventor： KNOTT, Benjanim, A. ,  PASQUALE, Theodore, B. ,  JOSEPH, Kurt, M. ,  MILLS, Scott, H. ,  MILLER, James, T. ,  BUSHEY, Robert, R. ,  MARTIN, John, M.

IPC: H04M003/00

Abstract: A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The customers engage the customer activities while holding in a queue where the customer activities reduce the boredom, frustration, and perceived hold duration associated with holding to speak to a live agent. The customers are offered one or more options of the customer activities to interact with and the system and method monitors the customer’s selections and interaction with the customer activities. As agents become available, each customer is transferred to an agent along with information regarding the customer’s interaction with a selected customer activity. Upon completion of the interaction between the agent and the customer, the customer has the option to return to the selected customer activity and continue interacting with the selected customer activity.