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1. 发明授权

US11640573B2 Intelligent scoring model for assessing the skills of a customer support agent 有权
公开(公告)号：US11640573B2
公开(公告)日：2023-05-02
申请号：US16942296
申请日：2020-07-29
申请人： Dell Products L. P.
发明人： Karthik Ranganathan , Sathish Kumar Bikumala , David Thomas Kirkpatrick , Tejas Naren Tennur Narayanan , Shalu Singh , Amit Sawhney
IPC分类号： G06Q10/06 , G06Q10/0639 , G06Q30/016 , G06Q50/20 , G06Q10/1091 , G06N20/00 , G09B19/00 , G10L25/63 , G10L15/22 , G10L25/78 , H04M3/51 , G06N5/04 , G06Q10/0631
摘要： Systems and methods for assessing the skills of a customer support agent using one or more Artificial Intelligence/Machine Learning (AI/ML) models are disclosed. In at least one embodiment, one or more benchmarks against which the performance of the customer support agent is to be measured are established. The one or more benchmarks may be derived through direct and/or indirect analysis of historical customer service data by an AI/ML benchmark model. In at least one embodiment, data relating to performance of the customer support agent during a customer call is monitored. In at least one embodiment, the AI/ML benchmark model is used to determine one or more benchmark scores identifying whether the customer support agent is meeting the one or more benchmarks.

2. 发明授权

US11638419B2 Sensor station system for pest monitoring 有权
公开(公告)号：US11638419B2
公开(公告)日：2023-05-02
申请号：US17397083
申请日：2021-08-09
申请人： SERVICEPRO.NET LLC
发明人： Andrew Deering , Richard Deering , James Rice , Denis Leanos , Jonathan Adam Holt
IPC分类号： G06Q40/00 , G06Q10/08 , G06Q10/00 , G06Q30/00 , G06Q30/04 , A01M1/02 , A01M23/02 , H04L67/12 , A01K69/06 , A01K61/95 , G06Q40/12 , G06Q10/20 , G06Q30/016 , G06F16/953 , G06Q10/087
摘要： A system for managing and monitoring a sensor network that senses pest activity. A plurality of sensor stations may be controlled by the system, such sensor station configured for detecting the presence of pests at a baiting station, or for alerting users to the presence of a pest in a trap, as well as a related system of data collection and data management of pest activity data.

3. 发明授权

US11636581B2 Undamaged/damaged determination 有权
公开(公告)号：US11636581B2
公开(公告)日：2023-04-25
申请号：US17303069
申请日：2021-05-19
申请人： Tractable Ltd
发明人： Razvan Ranca , Marcel Horstmann , Bjorn Mattsson , Janto Oellrich , Yih Kai Teh , Ken Chatfield , Franziska Kirschner , Rusen Aktas , Laurent Decamp , Mathieu Ayel , Julia Peyre , Shaun Trill , Crystal Van Oosterom
IPC分类号： G06T7/00 , G06K9/62 , G06N3/049 , G06N3/08 , G06Q10/20 , G06Q10/0875 , G06N20/20 , G06N3/04 , G06T7/11 , G06N20/00 , G06F16/2457 , G06Q10/0631 , G06F40/20 , G06Q30/0283 , G06V10/22 , G06V10/20 , G06V20/10 , G06V10/82 , G06Q40/08 , G06Q30/016 , G06V10/25
摘要： The present invention relates to the determination of damage to portions of a vehicle. More particularly, the present invention relates to determining whether each part of a vehicle should be classified as damaged or undamaged and optionally the severity of the damage to each part of the damaged vehicle.
Aspects and/or embodiments seek to provide a computer-implemented method for determining damage states of each part of a damaged vehicle, indicating whether each part of the vehicle is damaged or undamaged and optionally the severity of the damage to each part of the damaged vehicle, using images of the damage to the vehicle and trained models to assess the damage indicated in the images of the damaged vehicle.

4. 发明申请

US20230116895A1 DATA-DRIVEN METHOD AND APPARATUS FOR HANDLING USER INQUIRIES USING COLLECTED DATA 有权
公开(公告)号：US20230116895A1
公开(公告)日：2023-04-13
申请号：US18045801
申请日：2022-10-11
申请人： ALIBABA GROUP HOLDING LIMITED
发明人： Shaofei XUE , Jiaxing ZHANG , Hengbin CUI
IPC分类号： G06Q10/04 , G06N20/00 , G06F18/00 , G06N5/04 , G06Q30/016
摘要： The present disclosure provides data-driven methods and apparatuses for predicting user inquiries. One exemplary method includes: collecting user behavior data and pre-processing the user behavior data when a user inquiry is received; extracting candidate user behavior data that is contributive to the user inquiry from the pre-processed user behavior data; screening the candidate user behavior data based on a set target behavior data set, and selecting candidate user behavior data that is contained in the target behavior data set; inputting the screened candidate user behavior data into a trained classifier model; and predicting an inquiry category to which the user inquiry belongs. One exemplary apparatus includes a pre-processing module, an extraction module, and a prediction module. The method and the apparatus embodiments of the present disclosure can improve the efficiency and accuracy of the prediction.

5. 发明授权

US11606328B2 Omnichannel communication system 有权
公开(公告)号：US11606328B2
公开(公告)日：2023-03-14
申请号：US17518223
申请日：2021-11-03
申请人： ManyChat, Inc.
发明人： Mikael Yan , Anton Gorin , Dmitry Kushnikov
IPC分类号： G06F15/16 , H04L51/56 , H04L51/02 , G06Q50/00 , G06Q30/016 , G06F16/2457 , G06Q10/107 , G06N20/00
摘要： A plurality of communication channels available to initiate a communication session with a message recipient are determined. The communication session is initiated by providing a first message to the message recipient via a select communication channel of the determined communication channels. An indication of a response to a plurality of response options provided in the first message is received from the message recipient via the selected communication channel. The communication session with message recipient is resumed via a second communication channel that is different than the selected communication channel by providing to the message recipient a second message.

6. 发明授权

US11580556B1 System and method for predicting behavior and outcomes 有权
公开(公告)号：US11580556B1
公开(公告)日：2023-02-14
申请号：US14953741
申请日：2015-11-30
申请人： Nationwide Mutual Insurance Company
发明人： Jeffrey L. Voorhees , Lily Liaw , Chengjun Hou
IPC分类号： G06Q30/00 , G06Q30/02 , G06Q30/016 , G06Q30/0201 , G06Q30/0202
摘要： A system and method for predicting behavior and/or outcomes related to a consumer's experience with an organization are implemented. Household data for households that are associated with a customer service interaction as of a certain date is collected, the household data having been created over a first pre-determined period of time preceding the certain date. The household data is analyzed to identify positive household data sets and negative household data sets. The positive household data sets relate to customer service interactions which preceded a high level customer service interaction within a subsequent period of time and the negative household data sets relate to customer service transactions which did not precede a high level customer service interaction with the subsequent period of time. The positive household data sets and the negative household data sets are processed in the aggregate, using a trained support vector machine model, to determine cumulative differences between data contained within the positive household data sets and the negative household data sets. Each day, daily household data is collected. The daily household data describes individual customer service transactions occurring during a previous calendar day. The daily household data is processed using the model to determine whether each individual customer service transaction occurring during the previous calendar day is more similar to the positive household data sets or to the negative household data sets. The individual customer service transactions that are more similar to the positive household data sets are flagged for proactive intervention.

7. 发明授权

US11636363B2 Cognitive computer diagnostics and problem resolution 有权
公开(公告)号：US11636363B2
公开(公告)日：2023-04-25
申请号：US15899991
申请日：2018-02-20
申请人： International Business Machines Corporation
发明人： Shubhadip Ray , Andrew S. Christiansen , Norbert Herman , Avik Sanyal
IPC分类号： G06N5/04 , G06Q30/00 , G06N5/045 , G06Q30/016
摘要： Disclosed embodiments provide techniques for automated technical support based on cognitive capabilities and preferences of a user. A user profile is obtained which includes a skill level assessment. A solution path includes one or more potential solutions for a problem. One or more solutions in the solution path are presented to a user as a potential remedy for a technical problem, based on the cognitive capabilities and preferences of a user.

8. 发明授权

US11636092B2 General, flexible, resilent ticketing interface between a device management system and ticketing systems 有权
公开(公告)号：US11636092B2
公开(公告)日：2023-04-25
申请号：US17239886
申请日：2021-04-26
申请人： ConnectWise, Inc.
发明人： Gregory Francis Buerk , Scott Logan
IPC分类号： G06F7/02 , G06F16/00 , G06F16/23 , G06F16/25 , G06F16/178 , G06F16/27 , G06Q30/016 , G06Q10/0631
摘要： Systems and methods of the present disclosure facilitate synchronizing data between a device management system and ticketing systems. In some embodiments, the system includes an update module, a mapping module, and a service board selection module. The update module may be configured to update ticketing information about a ticketing ticket on the ticketing system to match device management information about a device management ticket on the device management system. The mapping module may be configured to select a ticket category for a device management ticket on the device management system responsive to the device management information about the device management ticket. The service board selection module may be configured to select a service board for a ticketing ticket on the ticketing system.

9. 发明授权

US11631126B2 Methods and systems for persistent contextual interaction 有权
公开(公告)号：US11631126B2
公开(公告)日：2023-04-18
申请号：US16515843
申请日：2019-07-18
申请人： JPMorgan Chase Bank, N.A.
发明人： Craig Murray
IPC分类号： G06Q40/00 , G06Q40/02 , H04L67/10 , G06Q30/016 , H04L67/60 , H04L67/01
摘要： Systems and methods for achieving persistent interaction comprise receiving a first communication via a first communication channel, the first communication including a first service request; initiating a response to the first service request; storing information related to a first context of the first communication; in response to the first communication being terminated, storing a first stage information related to completion of the response to the first service request; receiving a second communication via a second communication channel, the second communication including a second service request; in response to the first service request being the same as the second service request, retrieving the information related to the first context; retrieving the first stage information; resuming the response to the first service request; storing information related to a second context and a second stage of completion of the second service request; and storing a second stage of completion of the response.

10. 发明授权

US11630712B2 Systems and methods for on demand service integration 有权
公开(公告)号：US11630712B2
公开(公告)日：2023-04-18
申请号：US16929891
申请日：2020-07-15
申请人： Fidelity Information Services, LLC
发明人： Scott Meyer
IPC分类号： G06F9/54 , G06Q30/016 , G06F16/953 , G06F21/62 , H04L9/40 , H04L67/51 , G06Q40/02
摘要： Systems and methods for on demand service integration. A system includes at least one processor and a storage medium storing instructions that, when executed by the one or more processors, cause the at least one processor to perform operations including receiving from a customer system a request to integrate a partner service with an integrator instance at the customer system and searching an integrator database for a partner service communication template based on the received request. The operations also include configuring the integrator instance to receive communications from a partner service instance based on the communication template and establishing a communication link between the integrator instance and the partner service instance.

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