公开(公告)号：WO2013055939A2

公开(公告)日：2013-04-18

申请号：PCT/US2012/059786

申请日：2012-10-11

Applicant: TELETECH HOLDINGS, INC. ,  EXETER, Gershwin Allson Lamont ,  VESEY, Nancy Rush ,  SHARPE, Bruce A.

Inventor： EXETER, Gershwin Allson Lamont ,  VESEY, Nancy Rush ,  SHARPE, Bruce A.

IPC: G09B5/00

CPC classification number: G09B7/00

Abstract: A service center receives a request from a remote device for accessing a learning course describing operations of a product that has been registered with the service center. In response to the request, a media stream representing the learning course is transmitted to the remote device to allow a user of the remote device to navigate the learning course, without requiring the user to directly access a training facility of a product provider associated with the registered product. User interaction with the learning course is tracked and analyzed to generate an analysis result, where the analysis result is utilized to generate or identify a subsequent learning course specifically tailored to the user. The analysis result is transmitted to the product provider to allow the product provider for the purpose of determining customer satisfaction.

Abstract translation: 服务中心从远程设备接收用于访问描述已经向服务中心注册的产品的操作的学习课程的请求。 响应于该请求，将表示学习课程的媒体流传送到远程设备，以允许远程设备的用户导航学习课程，而不需要用户直接访问与该课程相关联的产品提供商的培训设施 注册产品。 跟踪和分析与学习课程的用户交互以产生分析结果，其中利用分析结果来生成或识别专门为用户定制的后续学习课程。 将分析结果传输给产品供应商，以允许产品提供商确定客户满意度。

公开(公告)号：WO2012142345A1

公开(公告)日：2012-10-18

申请号：PCT/US2012/033405

申请日：2012-04-12

Applicant: TELETECH HOLDINGS, INC. ,  TUCHMAN, Kenneth D. ,  SHARPE, Bruce A. ,  TRUONG, Henry D. ,  RAHN, Alan B.

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

IPC: H04M3/51

CPC classification number: H04M3/51 ,  G06Q10/06 ,  G06Q30/0207 ,  H04M2203/1058

Abstract: According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product provided by a client of the support center. In response to the request, one or more articles associated with the product are identified that have been published in an online publication forum, where the articles have been extracted from a knowledgebase (KB) based on a support history of the product maintained by the support center. A list of support options is presented to the user, including a first one-touch button to contact an agent of the support center and a link to the one or more articles of the publication forum to allow the user to attempt finding a solution to the product without having to contact the agent of the support center.

Abstract translation: 根据一个方面，在来自用户的支持中心的服务应用编程接口（API）处接收由支持中心的客户提供的产品的支持服务的请求。 响应于该请求，确定已经在线上出版论坛上发布了与产品相关联的一个或多个文章，其中文章已经从知识库（KB）中提取，基于由支持者维护的产品的支持历史 中央。 向用户呈现支持选项的列表，包括与支持中心的代理联系的第一单触按钮以及到发布论坛的一个或多个文章的链接，以允许用户尝试找到解决方案 产品，而不必与支持中心的代理人联系。

公开(公告)号：WO2013103696A2

公开(公告)日：2013-07-11

申请号：PCT/US2013/020113

申请日：2013-01-03

Applicant: TELETECH HOLDINGS, INC.

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

IPC: G06F15/16

CPC classification number: H04M3/5233 ,  G06Q10/10 ,  G06Q10/20 ,  G06Q30/0601 ,  H04L51/32 ,  H04L67/22 ,  H04M3/5191 ,  H04M3/523

Abstract: A service center receives a request from a remote device for a live support session of a product supported by the service center, where the service center provides support services for a plurality of products on behalf of a plurality of product providers. In response to the request, the service center determines one or more preferred agents that are known to a user of the remote device and transmits information representing the preferred agents to the remote device to allow the user to select one of the preferred agents for the live support session. In response to a user selection of an agent, a communications session is established between the user and the selected agent to enable the selected agent to provide live support.

Abstract translation: 服务中心从远程设备接收由服务中心支持的产品的实时支持会话的请求，其中服务中心代表多个产品提供商为多个产品提供支持服务。 响应于该请求，服务中心确定远程设备的用户已知的一个或多个优选代理，并将表示优选代理的信息发送到远程设备，以允许用户选择活动中的一个优选代理 支持会话。 响应于用户对代理的选择，在用户和所选择的代理之间建立通信会话以使所选代理能够提供实时支持。

公开(公告)号：WO2012142340A3

公开(公告)日：2012-10-18

申请号：PCT/US2012/033399

申请日：2012-04-12

Applicant: TELETECH HOLDINGS, INC. ,  TUCHMAN, Kenneth D. ,  SHARPE, Bruce A. ,  TRUONG, Henry D. ,  RAHN, Alan B.

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

IPC: G06Q10/00

Abstract: According to one embodiment, a request is received at a support center a request from a user for registering a product, where the request includes a machine-readable code that uniquely represents the product. In response to the request, the product is identified and product information is compiled based on the machine-readable code without requiring the user to specifically provide the product information. The product information of the identified product is stored in a user asset store associated with the user, where the product information stored in the user asset store is utilized subsequently for supporting identified product.

公开(公告)号：WO2015167802A1

公开(公告)日：2015-11-05

申请号：PCT/US2015/025912

申请日：2015-04-15

Applicant: TELETECH HOLDINGS, INC.

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

IPC: G06F3/0481

CPC classification number: G06Q30/016 ,  H04L51/10 ,  H04L67/141 ,  H04L67/2804

Abstract: According to one embodiment, in response to a user document received from a client, an interactive media document is fabricated based on the user document, including embedding one or more controls in the interactive media document and adding additional information in the interactive media document based on information obtained from a backend system of the client. The controls, when activated from the interactive media, transmit a request to the support center for obtaining support services. The interactive media document is sent to a user on behalf of the client. In response to the request from the user for obtaining support services concerning content of the user document, a live communications session is established between the user and a support agent associated with the support center, including routing data between the user and the support agent via the interactive media document.

Abstract translation: 根据一个实施例，响应于从客户端接收到的用户文档，基于用户文档制作交互式媒体文档，包括在交互式媒体文档中嵌入一个或多个控件，并且基于在交互式媒体文档中添加附加信息，基于 从客户端的后台系统获取的信息。 控制器在从交互式媒体激活时，向支持中心发送请求以获取支持服务。 交互式媒体文件代表客户端发送给用户。 响应于用户获得关于用户文档内容的支持服务的请求，在用户和与支持中心相关联的支持代理之间建立实时通信会话，包括经由用户和支持代理之间的路由数据 互动媒体文件。

公开(公告)号：WO2012142344A3

公开(公告)日：2012-10-18

申请号：PCT/US2012/033404

申请日：2012-04-12

Applicant: TELETECH HOLDINGS, INC. ,  TUCHMAN, Kenneth D. ,  SHARPE, Bruce A. ,  TRUONG, Henry D. ,  RAHN, Alan B.

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

IPC: G06Q10/00

Abstract: According to one aspect, a request is received at a services application programming interface (API) of a support center from a user for support services of a product. A first list of one or more communication channels that are available for the user to contact an agent of the support center is generated based on a second list of one or more communication channels preferred by the user and a third list of one or more communication channels preferred by a vendor associated with the product. The first list of one or more communication channels is transmitted via the service API to the user. In response to a selection of a communication channel from the first list, a communication session is established between the user and the agent via the selected communication channel for providing support services of the product on behalf of the vendor.

公开(公告)号：WO2012142343A2

公开(公告)日：2012-10-18

申请号：PCT/US2012/033403

申请日：2012-04-12

Applicant: TELETECH HOLDINGS, INC. ,  TUCHMAN, Kenneth D. ,  SHARPE, Bruce A. ,  TRUONG, Henry D. ,  RAHN, Alan B.

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

IPC: G06F21/24

CPC classification number: G06Q30/012 ,  G06F9/468 ,  G06F17/30867 ,  G06F17/30876 ,  G06F21/10 ,  G06F21/31 ,  G06F21/6218 ,  G06F2221/2119 ,  G06F2221/2129 ,  G06K7/1413 ,  G06K7/1417 ,  G06Q10/06312 ,  G06Q30/01 ,  G06Q30/016 ,  G06Q30/0635 ,  G06Q50/01 ,  H04L29/0809 ,  H04L63/083 ,  H04L63/0876 ,  H04L63/104 ,  H04L67/10 ,  H04L67/16 ,  H04M1/72522 ,  H04W4/00 ,  H04W12/06

Abstract: According to one aspect, a first request is received at a services application programming interface (API) of a support center from a first user for a first product provided by a first client. A second request is received at the services API of the support center from a second user for a second product provided by a second client. A first knowledgebase (KB) associated with the first client and a second KB associated with the second client are identified. A third KB that contains information common to the first product and the second product is identified. The first KB and the third KB are enabled to be accessible by a first agent assigned to provide support services of the first product. The second KB and the third KB are enabled to be accessible by a second agent assigned to provide support services of the second product.

Abstract translation: 根据一个方面，在来自第一用户的支持中心的服务应用编程接口（API）处，由第一客户端提供的第一产品接收第一请求。 在第二个客户端提供的第二个产品的第二个用户的服务API处接收到第二个请求。 识别与第一客户机相关联的第一知识库（KB）和与第二客户端相关联的第二知识库（KB）。 识别第一个产品和第二个产品共有的第三个KB。 第一个KB和第三个KB可以被分配给第一个产品的支持服务的第一个代理访问。 第二个KB和第三个KB可以被分配给第二个产品的支持服务的第二个代理访问。

公开(公告)号：WO2012142341A3

公开(公告)日：2012-10-18

申请号：PCT/US2012/033400

申请日：2012-04-12

Applicant: TELETECH HOLDINGS, INC. ,  TUCHMAN, Kenneth D. ,  SHARPE, Bruce A. ,  TRUONG, Henry D. ,  RAHN, Alan B.

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

IPC: G06Q10/00

Abstract: According to one aspect, a request is received at a support services application programming interface (API) of a support center that provides support services to a plurality of products of a plurality of vendors, where the request is received from a user for support services of a product. In response to the request, a case identifier (ID) is instantly generated that uniquely identifies a current instant support services session associated with the user for supporting the product. A touch plan is dynamically created representing an instance of the support services session, where the touch plan is identified and tracked by the case ID. A communication session is established between an agent and the user to allow the agent to provide support services to the user based on the touch plan.

公开(公告)号：WO2016073305A1

公开(公告)日：2016-05-12

申请号：PCT/US2015/058316

申请日：2015-10-30

Applicant: TELETECH HOLDINGS, INC. ,  SHARPE, Bruce A. ,  SHRADER, Anthony G. ,  CUMBERLAND, William T.

Inventor： SHARPE, Bruce A. ,  SHRADER, Anthony G. ,  CUMBERLAND, William T.

IPC: H04M3/523

CPC classification number: H04M3/5141 ,  G06Q30/016 ,  H04L67/306 ,  H04M3/5232 ,  H04M2203/1041 ,  H04M2203/408 ,  H04M2242/20

Abstract: A communication session between a user and an agent to discuss content provided by a client. A first interactive event occurred during the communication session. A first data collection package associated with the first interactive event is identified. The first data collection package includes a plurality of queries, each query being associated with one of a plurality of workflow stages of a data collection workflow. For each of the queries in one of the workflow stages, a data collection rule corresponding to a current workflow stage is examined to determine whether the query should be sent to the user, the query is transmitted to the user device of the user based on the examination, and a user response is received from the user device in response to the query. The user profile and the agent profile are updated based on user responses.

Abstract translation: 用户和代理之间的通信会话，以讨论由客户端提供的内容。 在通信会话期间发生了第一个交互式事件。 识别与第一交互事件相关联的第一数据收集包。 第一数据收集包包括多个查询，每个查询与数据收集工作流的多个工作流阶段之一相关联。 对于其中一个工作流程阶段中的每个查询，检查与当前工作流阶段相对应的数据收集规则，以确定是否应将该查询发送给用户，基于该查询将查询发送给用户的用户设备 并且响应于该查询从用户设备接收用户响应。 基于用户响应更新用户配置文件和代理配置文件。

公开(公告)号：WO2016073304A1

公开(公告)日：2016-05-12

申请号：PCT/US2015/058312

申请日：2015-10-30

Applicant: TELETECH HOLDINGS, INC. ,  SHARPE, Bruce A. ,  SHRADER, Anthony G. ,  CUMBERLAND, William Tighe

Inventor： SHARPE, Bruce A. ,  SHRADER, Anthony G. ,  CUMBERLAND, William Tighe

IPC: H04M3/523

CPC classification number: H04M3/5235 ,  H04M2203/408 ,  H04M2203/551

Abstract: A request is received from a user device to connect with an agent, the request including information describing an interactive event representing a user interaction with a link embedded within a first message presented at the user device. A user device ID identifying the user device is determined based on the request. The interactive event is examined to determine whether the interactive event satisfies a predetermined condition based on a set of one or more rules. In response to determining that the interactive event satisfies the predetermined condition, a first agent device ID is determined that identifies a first agent device of a first agent who initiated and sent the first message to the user device. A communication session is established between the user device and the first agent device based on the user device ID and the first agent device ID.

Abstract translation: 从用户设备接收到与代理连接的请求，该请求包括描述表示与嵌入在用户设备中呈现的第一消息内的链接的用户交互的交互式事件的信息。 基于该请求确定标识用户设备的用户设备ID。 检查交互式事件以基于一组或多个规则来确定交互式事件是否满足预定条件。 响应于确定交互式事件满足预定条件，确定第一代理设备ID，其识别向用户设备发起并发送第一消息的第一代理的第一代理设备。 基于用户设备ID和第一代理设备ID，在用户设备和第一代理设备之间建立通信会话。