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    • 9. 发明申请
    • ALLOCATING VIRTUAL UNIVERSE CUSTOMER SERVICE
    • 分配虚拟大客户服务
    • US20120323736A1
    • 2012-12-20
    • US13596150
    • 2012-08-28
    • Rick A. Hamilton, IIBrian M. O'ConnellClifford A. PickoverAnne R. SandKeith R. Walker
    • Rick A. Hamilton, IIBrian M. O'ConnellClifford A. PickoverAnne R. SandKeith R. Walker
    • G06Q30/00
    • G06Q30/02
    • Virtual universe customer service representatives are cloned and assigned as a function of observing customer behavior, retrieving historical data and creating a customer profile. Preferential subavatar assignment parameters are determined for a customer as a function of the customer profile, choosing a subavatar from a plurality of subavatars as a function of a correlation of a subavatar performance characteristic with the preferential subavatar assignment parameter and a store objective, and the clone is populated with the chosen subavatar. Choosing a subavatar may comprise preferentially rating subavatars and determining an appropriateness threshold as a function of the subavatar assignment parameter, the performance characteristics and the store objective. Some embodiments reset a threshold in response to time-in-queue or to repetitively observing customer behavior, retrieving customer data, determining a subavatar assignment parameter and choosing a highest-rated available subavatar meeting a revised threshold. Subavatars may comprise automated, customer service representative-controlled and jointly-controlled subavatars.
    • 虚拟世界客户服务代表被克隆并分配为观察客户行为,检索历史数据和创建客户资料的功能。 根据客户简档确定客户的优先次角分配参数,作为与子节点性能特征与优先子空间分配参数和商店目标的相关性的函数从多个子分组中选择子代,并且克隆 填充所选的subavatar。 选择子空间可以包括优先地对子分类进行评级,并且确定作为子代数分配参数,性能特征和商店目标的函数的适当阈值。 一些实施例响应于队列中的时间重置阈值或者重复地观察顾客行为,检索客户数据,确定子空间分配参数并选择满足修订的阈值的最高评级可用子空间。 Subavatars可以包括自动化的客户服务代表控制和共同控制的子资源。