公开(公告)号：WO2003102822A1

公开(公告)日：2003-12-11

申请号：PCT/US2003/017239

申请日：2003-06-02

Applicant: RIGHTNOW TECHNOLOGIES, INC.

Inventor： WARNER, Doug ,  MYER, Mike ,  ABSHIRE, Tom

IPC: G06F17/30

CPC classification number: H04M3/493 ,  H04M3/2218 ,  H04M3/36 ,  H04M3/4936 ,  H04M3/5166 ,  H04M2201/12 ,  H04M2201/16 ,  H04M2203/355 ,  H04M2203/551 ,  Y10S707/99942 ,  Y10S707/99943

Abstract: A system, method, and computer program product for dynamically adapting selections in an automatic phone support system is described. The invention may integrate a dynamic knowledge base of responses with the menu selections [306] on an automatic phone system or other response system to present the most frequently used items earlier in the option list [308], or otherwise order options [314] and information. Call data may be captured from single callers or historical ensembles of callers. An automatically generated similarity relationship may be used to initialize the system without historical call data, based on textual similarity or other techniques [310]. Prioritization of options [316] provides a more enjoyable, efficient experience for callers without increasing administrative overhead.

Abstract translation: 描述了用于在自动电话支持系统中动态地适应选择的系统，方法和计算机程序产品。 本发明可以将响应的动态知识库与自动电话系统或其他响应系统上的菜单选择[306]集成，以便在选项列表[308]中提供最常用的项目，或以其他方式订购选项[314]和 信息。 呼叫数据可以从单个呼叫者或呼叫者的历史集合中获取。 可以使用自动生成的相似关系来初始化没有历史呼叫数据的系统，基于文本相似性或其他技术[310]。 选项[316]的优先级为呼叫者提供了更加愉快，有效的体验，而不增加管理开销。

公开(公告)号：EP1512088B1

公开(公告)日：2010-09-22

申请号：EP03741840.7

申请日：2003-06-02

Applicant: RightNow Technologies, Inc.

Inventor： WARNER, Doug ,  MYER, Mike ,  ABSHIRE, Tom

IPC: G06F17/30 ,  H04M1/64 ,  H04M11/00 ,  H04M3/493

CPC classification number: H04M3/493 ,  H04M3/2218 ,  H04M3/36 ,  H04M3/4936 ,  H04M3/5166 ,  H04M2201/12 ,  H04M2201/16 ,  H04M2203/355 ,  H04M2203/551 ,  Y10S707/99942 ,  Y10S707/99943

Abstract: A system, method, and computer program product for dynamically adapting selections in an automatic phone support system is described. The invention may integrate a dynamic knowledge base of responses with the menu selections [306] on an automatic phone system or other response system to present the most frequently used items earlier in the option list [308], or otherwise order options [314] and information. Call data may be captured from single callers or historical ensembles of callers. An automatically generated similarity relationship may be used to initialize the system without historical call data, based on textual similarity or other techniques [310]. Prioritization of options [316] provides a more enjoyable, efficient experience for callers without increasing administrative overhead.

公开(公告)号：EP1512088A1

公开(公告)日：2005-03-09

申请号：EP03741840.7

申请日：2003-06-02

Applicant: Rightnow Technologies, Inc.

Inventor： WARNER, Doug ,  MYER, Mike ,  ABSHIRE, Tom

IPC: G06F17/30 ,  H04M1/64 ,  H04M11/00

CPC classification number: H04M3/493 ,  H04M3/2218 ,  H04M3/36 ,  H04M3/4936 ,  H04M3/5166 ,  H04M2201/12 ,  H04M2201/16 ,  H04M2203/355 ,  H04M2203/551 ,  Y10S707/99942 ,  Y10S707/99943

Abstract: A system, method, and computer program product for dynamically adapting selections in an automatic phone support system is described. The invention may integrate a dynamic knowledge base of responses with the menu selections [306] on an automatic phone system or other response system to present the most frequently used items earlier in the option list [308], or otherwise order options [314] and information. Call data may be captured from single callers or historical ensembles of callers. An automatically generated similarity relationship may be used to initialize the system without historical call data, based on textual similarity or other techniques [310]. Prioritization of options [316] provides a more enjoyable, efficient experience for callers without increasing administrative overhead.