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1. 发明申请

US20170053287A1 METHOD AND APPARATUS FOR PROACTIVE NOTIFICATIONS BASED ON THE LOCATION OF A USER 审中-公开
标题翻译：基于用户位置的主动通知的方法和装置
公开(公告)号：US20170053287A1
公开(公告)日：2017-02-23
申请号：US15345457
申请日：2016-11-07
申请人： 24/7 CUSTOMER, INC.
发明人： Pallipuram V. Kannan , A. Kranthi Mitra , Santhosh Kumar Arjunan
IPC分类号： G06Q20/40 , H04L29/08 , G01C21/36 , G06Q20/32 , G01C21/34 , H04L12/26 , H04W4/02
CPC分类号： G06Q20/40145 , G01C21/3415 , G01C21/3691 , G06F21/554 , G06Q20/3224 , G06Q30/01 , G06Q30/0261 , H04L67/18 , H04L67/20 , H04L2463/102 , H04W4/027
摘要： The location of a user is obtained and, based on the location of the user and services available to, or requested by the user, a notification handler sends appropriate notifications to the user.
摘要翻译：获得用户的位置，并且基于用户可用或由用户请求的用户的位置和通知处理程序向用户发送适当的通知。

2. 发明授权

US08737599B2 Interaction management 有权
标题翻译：互动管理
公开(公告)号：US08737599B2
公开(公告)日：2014-05-27
申请号：US13626770
申请日：2012-09-25
申请人： 24/7 Customer, Inc.
发明人： Pallipuram V. Kannan , Gangadharan Kumar , Deepak Kumar
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5191 , H04M3/5141 , H04M3/5166 , H04M3/5175 , H04M3/5183 , H04M7/0027 , H04M2203/357 , H04M2203/402
摘要： A company/organization is enabled to optimize sessions from an agent's perspective across multiple channels. Actions may be performed, such as monitoring the journey of a user across a self service application, raising alerts to the agent based on the journey, selecting an appropriate agent to whom a session may be routed, raising alerts for a supervisor, enabling the supervisor to track sessions and intervene if required, enable the agent to run commands from an interaction window, push links to launch applications to supplement the primary interaction through appropriate mechanisms, show appropriate responses to the agent on analyzing the session, and providing shortcut keys for the agent to allow the agent to insert appropriate responses into a chat session. Analysis is provided for the sessions, data is extracted from the sessions, and appropriate forms are populated with the data from the session and with agent information.
摘要翻译：一个公司/组织能够从多个渠道的代理角度优化会议。可以执行操作，例如监视用户跨越自助服务应用程序的旅程，基于旅程向代理提醒警报，选择可以路由会话的适当代理，为主管提醒警报，使主管能够跟踪会话并在需要时进行干预，使代理能够从交互窗口运行命令，推送链接以启动应用程序，以通过适当的机制补充主要交互，在分析会话时向代理显示适当的响应，并为代理，以允许代理在聊天会话中插入适当的响应。为会话提供分析，从会话中提取数据，并使用会话和代理信息填充适当的表单。

3. 发明授权

US10038786B2 Method and apparatus for improving goal-directed textual conversations between agents and customers 有权
公开(公告)号：US10038786B2
公开(公告)日：2018-07-31
申请号：US14638894
申请日：2015-03-04
申请人： 24/7 CUSTOMER, INC.
发明人： Pallipuram V. Kannan , Ravi Vijayaraghavan , R. Mathangi Sri , Suchana Seth
IPC分类号： H04M3/00 , H04M3/51 , H04L12/18 , H04L12/58 , H04M3/42
CPC分类号： H04M3/5183 , H04L12/1827 , H04L51/04 , H04L51/32 , H04M3/42365 , H04M2203/2038 , H04M2203/357
摘要： In accordance with an example embodiment a computer-implemented method and an apparatus for predicting and tracking of mood changes in textual conversations are provided. The method includes determining, by a processor, one or more mood metrics in each of two or more chat stages of a real-time textual conversation between an agent and a customer. Changes in the one or more mood metrics across the two or more chat stages of the real-time textual conversation are tracked by the processor. Further, the method includes determining, by the processor, at least one action associated with the real-time textual conversation based on the changes in the one or more mood metrics.

4. 发明授权

US09851872B2 Slider and history field for smart chat sessions 有权
公开(公告)号：US09851872B2
公开(公告)日：2017-12-26
申请号：US15149035
申请日：2016-05-06
申请人： 24/7 Customer, Inc.
发明人： Pallipuram V. Kannan , Mohit Jain
IPC分类号： G06F3/048 , G06F3/0482 , G06F3/0481 , G06Q10/10 , G06Q30/00 , G06F3/16 , H04L12/58 , G06F3/0488
CPC分类号： G06F3/0482 , G06F3/0481 , G06F3/04817 , G06F3/0488 , G06F3/167 , G06Q10/107 , G06Q30/016 , H04L51/04
摘要： A context sensitive slider content area provides a slide out mechanism that is automatically actuated when additional information is needed during a chat session between an agent and a visitor, e.g. where a pre-chat and/or exit form is to be completed. The context sensitive slide out content area also provides problem resolution information to the visitor to help in solving problems, e.g. the top five problems; and also provides a self-service step-by-step wizard. A history section is provided with which the visitor can track back all previous steps carried out within the smart client. A history bar provides an iconic representation of all previous activities. A technique is also disclosed for executing various actions, such as form filling or requests for additional services, in a chat session.

5. 发明授权

US09661067B2 Systems and methods for facilitating dialogue mining 有权
公开(公告)号：US09661067B2
公开(公告)日：2017-05-23
申请号：US14580859
申请日：2014-12-23
申请人： 24/7 CUSTOMER, INC.
发明人： Suchana Seth , Bhupinder Singh , Mathangi Sri Ramachandran , Ravi Vijayaraghavan , Pallipuram V. Kannan
IPC分类号： G06F7/00 , H04L29/08 , G06F17/30
CPC分类号： G06F17/3064 , G06F17/218 , G06F17/2785 , G06F17/30398 , G06F17/30654 , G06F17/30684 , G06F17/30707 , G06Q10/107 , G06Q30/016 , G06Q30/02 , H04L51/04 , H04L67/10
摘要： The disclosure is related to mining of text to derive information from the text that is useful for a variety of purposes. The text mining process can be implemented in a service oriented industry such as a call center, where a customer and an agent engage in a dialog, e.g., to discuss product/service related issues. The messages in dialogues between the customers and the agents are tagged with features that describe an aspect of the conversation. The text mining process can mine various dialogues and identify a set of features and messages based on prediction algorithms. The identified set of features and messages can be used to infer an intent of a particular customer for contacting the agent, and to generate a recommendation based on the determined intent.

6. 发明授权

US10089639B2 Method and apparatus for building a user profile, for personalization using interaction data, and for generating, identifying, and capturing user data across interactions using unique user identification 有权
公开(公告)号：US10089639B2
公开(公告)日：2018-10-02
申请号：US14161071
申请日：2014-01-22
申请人： 24/7 CUSTOMER, INC.
发明人： Pallipuram V. Kannan , Ravi Vijayaraghavan , Kranthi Mitra Adusumilli
IPC分类号： G06Q10/00 , G06Q30/02 , G06F17/30 , H04L29/08
摘要： A user profile is creates, and personalization is provided, by compiling interaction data. The interaction data is compiled to generate a value index or score from a user model. Parameterized data is used to build tools which help decide an engagement strategy and modes of engagement with a user. Several facets relating to the user, such as user behavior, user interests, products bought, intent, chat language, and so on, are compiled to create a user profile based personalization technique. In another embodiment, a unique ID is provided that can be mapped across multiple channels for use by the user to contact various organizations across multiple channels, and thus upgrade the user's experience.

7. 发明授权

US09851869B2 Slider and history field for smart chat sessions 有权
公开(公告)号：US09851869B2
公开(公告)日：2017-12-26
申请号：US14565152
申请日：2014-12-09
申请人： 24/7 CUSTOMER, INC.
发明人： Pallipuram V. Kannan , Mohit Jain
IPC分类号： G06F3/048 , G06F3/0482 , G06F3/0481 , G06Q10/10 , G06Q30/00 , G06F3/16 , H04L12/58 , G06F3/0488
CPC分类号： G06F3/0482 , G06F3/0481 , G06F3/04817 , G06F3/0488 , G06F3/167 , G06Q10/107 , G06Q30/016 , H04L51/04
摘要： A context sensitive slider content area provides a slide out mechanism that is automatically actuated when additional information is needed during a chat session between an agent and a visitor, e.g. where a pre-chat and/or exit form is to be completed. The context sensitive slide out content area also provides problem resolution information to the visitor to help in solving problems, e.g. the top five problems; and also provides a self-service step-by-step wizard. A history section is provided with which the visitor can track back all previous steps carried out within the smart client. A history bar provides an iconic representation of all previous activities. A technique is also disclosed for executing various actions, such as form filling or requests for additional services, in a chat session.

8. 发明授权

US09519903B2 Method and apparatus for proactive notifications based on the location of a user 有权
标题翻译：基于用户位置的主动通知的方法和装置
公开(公告)号：US09519903B2
公开(公告)日：2016-12-13
申请号：US13973776
申请日：2013-08-22
申请人： 24/7 CUSTOMER, INC.
发明人： Pallipuram V. Kannan , A. Kranthi Mitra , Santhosh Kumar Arjunan
IPC分类号： G06Q40/00 , G06Q30/00 , H04L12/26 , H04L29/08 , H04W4/02 , H04W4/20 , G06Q30/02 , G06Q20/32 , G06F21/55
CPC分类号： G06Q20/40145 , G01C21/3415 , G01C21/3691 , G06F21/554 , G06Q20/3224 , G06Q30/01 , G06Q30/0261 , H04L43/04 , H04L67/18 , H04L67/20 , H04L2463/102 , H04W4/02 , H04W4/027 , H04W4/20
摘要： The location of a user is obtained and, based on the location of the user and services available to, or requested by the user, a notification handler sends appropriate notifications to the user.
摘要翻译：获得用户的位置，并且基于用户可用或由用户请求的用户的位置和通知处理程序向用户发送适当的通知。

9. 发明申请

US20170091780A1 METHOD AND APPARATUS FOR FACILITATING CUSTOMER INTERACTIONS WITH ENTERPRISES 审中-公开
公开(公告)号：US20170091780A1
公开(公告)日：2017-03-30
申请号：US15277120
申请日：2016-09-27
申请人： 24/7 Customer, Inc.
发明人： Pallipuram V. Kannan
IPC分类号： G06Q30/00 , G06N5/02 , G06F17/30
CPC分类号： G06Q30/016 , G06F16/3331 , G06N5/022 , G06N20/00
摘要： A computer-implemented method and an apparatus facilitate linking of customer's enterprise-related interactions on non-enterprise related interaction channels to the enterprises. An enterprise-related query provided by a customer of the enterprise on a non-enterprise related interaction channel is received. An enterprise response to the query is provided to the customer on the non-enterprise related interaction channel. The provisioning of the enterprise response on the non-enterprise related interaction channel, at least in part, simulates an effect of provisioning of a reply by the enterprise to the query of the customer on an enterprise interaction channel.

10. 发明授权

US09536248B2 Apparatus and method for predicting customer behavior 有权
标题翻译：用于预测客户行为的装置和方法
公开(公告)号：US09536248B2
公开(公告)日：2017-01-03
申请号：US14707904
申请日：2015-05-08
申请人： 24/7 Customer, Inc.
发明人： Pallipuram V. Kannan , Mohit Jain , Ravi Vijayaraghavan
IPC分类号： G06Q10/00 , G06Q30/02 , G06N7/00 , G06Q10/06 , G06Q30/00
CPC分类号： G06Q30/02 , G06N7/005 , G06Q10/067 , G06Q30/016 , G06Q30/0202
摘要： A predictive model generator that enhances customer experience, reduces the cost of servicing a customer, and prevents customer attrition by predicting the appropriate interaction channel through analysis of different types of data and filtering of irrelevant data. The model includes a customer interaction data engine for transforming data into a proper format for storage, data warehouse for receiving data from a variety of sources, and a predictive engine for analyzing the data and building models.
摘要翻译：一种预测模型生成器，可增强客户体验，降低客户服务成本，并通过分析不同类型的数据和过滤不相关数据来预测适当的交互渠道，从而防止客户流失。该模型包括用于将数据转换为适当格式的客户交互数据引擎，用于从各种来源接收数据的数据仓库，以及用于分析数据和构建模型的预测引擎。

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