公开(公告)号：WO2017024248A1

公开(公告)日：2017-02-09

申请号：PCT/US2016/045837

申请日：2016-08-05

Applicant: CONTACT SOLUTIONS LLC

Inventor： HIBBARD, Michael ,  DELLOSTRITTO, James J.

IPC: H04W40/00

CPC classification number: H04M3/523 ,  H04L65/1083 ,  H04M3/5141 ,  H04M3/5191 ,  H04M3/52 ,  H04M2201/22 ,  H04M2203/404 ,  H04M2203/551 ,  H04M2203/558

Abstract: A system and method for asynchronous conversation routing and tracing that allows a client and agent to connect and reconnect to one another over a discontinuous engagement. The system and method facilitate this by allowing multiple methods of communication between the client and agent, including live communications and out-of-band communications. All communications between a client and agent are tied to a client case accessible by the agent, and the client case can include context and environmental data to further assist the agent or to route a customer service call to an appropriate agent. At any time, the client or agent can send out-of-band messages to one another to advance the customer service process, or the client or agent can seek to re-establish live communication with each other. This provides the client with a consistent point of contact not easily supportable with phone based call centers where support is single-threaded.

Abstract translation: 用于异步会话路由和跟踪的系统和方法，其允许客户端和代理在不连续的参与下彼此连接和重新连接。 该系统和方法通过允许客户端和代理之间的多种通信方式来实现，包括实时通信和带外通信。 客户端和代理之间的所有通信都与代理可访问的客户端情况相关联，客户端案例可以包括上下文和环境数据，以进一步协助代理或将客户服务呼叫路由到适当的代理。 在任何时候，客户端或代理可以发送带外消息，以推进客户服务过程，或者客户或代理可以寻求重新建立彼此之间的实时通信。 这为客户提供了一个一致的联系点，不容易支持电话呼叫中心，其中支持是单线程的。

公开(公告)号：WO2015120263A1

公开(公告)日：2015-08-13

申请号：PCT/US2015/014807

申请日：2015-02-06

Applicant: CONTACT SOLUTIONS LLC ,  DELLOSTRITTO, James J. ,  HOLL, Randal E.

Inventor： DELLOSTRITTO, James J. ,  HOLL, Randal E. ,  GRAY, Joshua ,  HIBBARD, Mike

IPC: G06F17/30

CPC classification number: H04M3/493 ,  G06F3/0482 ,  G06F3/04842 ,  G06F3/167 ,  G06F9/451 ,  G06F17/30312 ,  G06F17/30327 ,  G06F17/3053 ,  G06F17/30557 ,  G06F17/30598 ,  G06N99/005 ,  H04M3/5166 ,  H04M2203/556

Abstract: An apparatus includes a user interface module configured to receive user information associated with a user. The apparatus also includes a classification module configured to apply a classifier defined within a classification tree to the user information, and to calculate a classification score representing an estimated likelihood that the user is associated with at least one user type. The classification module is also configured to classify the user to an identified user type based on the classification score. The apparatus also includes a database configured to store at least one of user account information associated with the user, historical information associated with the user, or historical information associated with a group of users including the user. The apparatus also includes an interface generation module configured to generate a signal based on the information in the database, the signal specifying a user interface to be presented to the user.

Abstract translation: 一种装置包括：用户接口模块，被配置为接收与用户相关联的用户信息。 该设备还包括分类模块，其被配置为将分类树内定义的分类器应用于用户信息，以及计算表示用户与至少一种用户类型相关联的估计可能性的分类分数。 分类模块还被配置为基于分类分数将用户分类为所识别的用户类型。 该设备还包括数据库，该数据库被配置为存储与该用户相关联的用户帐户信息，与该用户相关联的历史信息或与包括该用户的一组用户相关联的历史信息中的至少一个。 该装置还包括：接口生成模块，被配置为基于数据库中的信息生成信号，该信号指定要呈现给用户的用户界面。

公开(公告)号：EP3103038B1

公开(公告)日：2019-03-27

申请号：EP15746955.2

申请日：2015-02-06

Applicant: Contact Solutions, LLC

Inventor： DELLOSTRITTO, James J. ,  HOLL, Randal E. ,  GRAY, Joshua ,  HIBBARD, Mike

IPC: G06F17/30

公开(公告)号：EP3103038A1

公开(公告)日：2016-12-14

申请号：EP15746955.2

申请日：2015-02-06

Applicant: Contact Solutions, LLC

Inventor： DELLOSTRITTO, James J. ,  HOLL, Randal E. ,  GRAY, Joshua ,  HIBBARD, Mike

IPC: G06F17/30

CPC classification number: H04M3/493 ,  G06F3/0482 ,  G06F3/04842 ,  G06F3/167 ,  G06F9/451 ,  G06F17/30312 ,  G06F17/30327 ,  G06F17/3053 ,  G06F17/30557 ,  G06F17/30598 ,  G06N99/005 ,  H04M3/5166 ,  H04M2203/556

Abstract: An apparatus includes a user interface module configured to receive user information associated with a user. The apparatus also includes a classification module configured to apply a classifier defined within a classification tree to the user information, and to calculate a classification score representing an estimated likelihood that the user is associated with at least one user type. The classification module is also configured to classify the user to an identified user type based on the classification score. The apparatus also includes a database configured to store at least one of user account information associated with the user, historical information associated with the user, or historical information associated with a group of users including the user. The apparatus also includes an interface generation module configured to generate a signal based on the information in the database, the signal specifying a user interface to be presented to the user.

Abstract translation: 一种装置包括：用户接口模块，被配置为接收与用户相关联的用户信息。 该装置还包括分类模块，其被配置为将在分类树内定义的分类器应用于用户信息，并且计算表示用户与至少一种用户类型相关联的估计可能性的分类分数。 分类模块还被配置为基于分类分数将用户分类为识别的用户类型。 该装置还包括被配置为存储与用户相关联的用户帐户信息，与用户相关联的历史信息或与包括用户的用户组相关联的历史信息中的至少一个的数据库。 该装置还包括：接口生成模块，被配置为基于数据库中的信息生成信号，该信号指定要呈现给用户的用户界面。