公开(公告)号：WO2016149528A1

公开(公告)日：2016-09-22

申请号：PCT/US2016/022931

申请日：2016-03-17

Applicant: 24/7 CUSTOMER, INC.

Inventor： ZUVERINK, David, J. ,  SHEN, Ashley

IPC: G06F15/16 ,  G06F17/27 ,  H04M3/00

CPC classification number: G06Q30/0613 ,  G06F3/0482 ,  G06F3/04842

Abstract: A computer-implemented method and a system facilitate an acquiring of structured inputs from customers in turn-based online interactions. A UI displayed on a customer device and configured to facilitate a turn-based interaction between a customer and an agent facilitates receipt of a free-form textual input entered by the customer. The free-form textual input is indicative of an assistance desired by the customer from the agent. An interactive form including a plurality of questions is displayed within the UI to enable the customer to provide answers to one or more questions in a pre-defined format. At least one reply to be provided to the customer in response to the free-form textual input is determined based on the answers received from the customer for the one or more questions. The at least one reply is displayed within the UI for facilitating provisioning of the assistance desired by the customer.

Abstract translation: 计算机实现的方法和系统有助于从基于回合的在线交互中获取客户的结构化输入。 在客户设备上显示并被配置为便于客户和代理之间基于回合的交互的UI便于接收由客户输入的自由格式的文本输入。 自由形式的文本输入表示客户希望从代理人获得的帮助。 在UI中显示包括多个问题的交互式表单，以使客户能够以预定格式提供一个或多个问题的答案。 基于对于一个或多个问题从客户接收的答案来确定响应于自由形式的文本输入而向客户提供的至少一个回复。 所述至少一个答复显示在所述用户界面内，以便于提供顾客所需的帮助。

公开(公告)号：WO2017106531A1

公开(公告)日：2017-06-22

申请号：PCT/US2016/066978

申请日：2016-12-15

Applicant: 24/7 CUSTOMER, INC.

Inventor： WALIA, Anmol ,  ZUVERINK, David, J.

IPC: G06F17/28 ,  G06F3/0482 ,  G06F17/21 ,  G06F17/30 ,  G06N7/00 ,  G06Q10/06

CPC classification number: G06F17/30654 ,  G06F17/30684 ,  G06Q30/016

Abstract: A computer-implemented method and an apparatus manage natural language queries of customers. A natural language query provided by a customer on an enterprise interaction channel is received. The natural language query is analyzed to determine if an answer to the natural language query exists in at least one question-answer (QA) domain from among a plurality of QA domains by analyzing each QA domain from among the plurality of QA domains using a multi-level framework of natural language models. An answer to the natural language query is provided to the customer on the enterprise interaction channel if such an answer in available in the plurality of QA domains. If an answer is not available, then an appropriate response is provided to the customer to assist the customer.

Abstract translation: 计算机实现的方法和设备管理顾客的自然语言查询。 接收客户在企业交互通道上提供的自然语言查询。 通过使用多个QA域中的每个QA域来分析多个QA域中的每个QA域，分析自然语言查询以确定自然语言查询的答案是否存在于多个QA域中的至少一个问答（QA）域中 自然语言模型的层次框架。 如果在多个QA域中有这样的答案，则在企业交互信道上向客户提供自然语言查询的答案。 如果答案不可用，则会向客户提供适当的答复以协助客户。