BR112017002076A2 - sistema e método para processo comandado por significado e gerenciamento de informação para melhoria da eficiência, da qualidade de trabalho e da satisfação do consumidor em geral - Google Patents

sistema e método para processo comandado por significado e gerenciamento de informação para melhoria da eficiência, da qualidade de trabalho e da satisfação do consumidor em geral

Info

Publication number
BR112017002076A2
BR112017002076A2 BR112017002076A BR112017002076A BR112017002076A2 BR 112017002076 A2 BR112017002076 A2 BR 112017002076A2 BR 112017002076 A BR112017002076 A BR 112017002076A BR 112017002076 A BR112017002076 A BR 112017002076A BR 112017002076 A2 BR112017002076 A2 BR 112017002076A2
Authority
BR
Brazil
Prior art keywords
consumer
meaning
quality
work
information management
Prior art date
Application number
BR112017002076A
Other languages
English (en)
Other versions
BR112017002076A8 (pt
Inventor
Di Curzio Diego
Maestro Giordano
Nigri Guglielmo
Romagnoli Raniero
Folino Simone
Sandei Valeria
Original Assignee
Almawave S R L
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Almawave S R L filed Critical Almawave S R L
Publication of BR112017002076A2 publication Critical patent/BR112017002076A2/pt
Publication of BR112017002076A8 publication Critical patent/BR112017002076A8/pt

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F40/00—Handling natural language data
    • G06F40/30—Semantic analysis
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G06Q10/063118—Staff planning in a project environment
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Human Resources & Organizations (AREA)
  • Strategic Management (AREA)
  • Economics (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Theoretical Computer Science (AREA)
  • Marketing (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • Development Economics (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Educational Administration (AREA)
  • Game Theory and Decision Science (AREA)
  • Finance (AREA)
  • Accounting & Taxation (AREA)
  • Data Mining & Analysis (AREA)
  • Signal Processing (AREA)
  • Health & Medical Sciences (AREA)
  • General Engineering & Computer Science (AREA)
  • General Health & Medical Sciences (AREA)
  • Computational Linguistics (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Artificial Intelligence (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

a presente invenção refere-se a um sistema de serviço de consumidor para a provisão de uma guia melhorada e recursos para agentes de serviço e a provisão de uma capacidade melhorada para a seleção de agentes de serviço que são mais bem adequados para direção a consumidores específicos e necessidades específicas de consumidor, e a métodos para a fabricação e o uso dos mesmos. o sistema de serviço de consumidor inclui um servidor de sistema com um motor de semântica configurado para análise de eventos de contato de consumidor e personalização de interfaces de agente de serviço com base nas necessidades de consumidor determinadas.
BR112017002076A 2014-08-01 2015-07-31 Sistema e método para processo comandado por significado e gerenciamento de informação para melhoria da eficiência, da qualidade de trabalho e da satisfação do consumidor em geral BR112017002076A8 (pt)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US14/450,085 US9348814B2 (en) 2014-08-01 2014-08-01 System and method for meaning driven process and information management to improve efficiency, quality of work and overall customer satisfaction
PCT/IB2015/001296 WO2016016711A2 (en) 2014-08-01 2015-07-31 System and method for meaning driven process and information management to improve efficiency, quality of work and overall customer satisfaction

Publications (2)

Publication Number Publication Date
BR112017002076A2 true BR112017002076A2 (pt) 2017-12-19
BR112017002076A8 BR112017002076A8 (pt) 2023-02-23

Family

ID=51896461

Family Applications (1)

Application Number Title Priority Date Filing Date
BR112017002076A BR112017002076A8 (pt) 2014-08-01 2015-07-31 Sistema e método para processo comandado por significado e gerenciamento de informação para melhoria da eficiência, da qualidade de trabalho e da satisfação do consumidor em geral

Country Status (4)

Country Link
US (3) US9348814B2 (pt)
EP (1) EP3175411A2 (pt)
BR (1) BR112017002076A8 (pt)
WO (1) WO2016016711A2 (pt)

Families Citing this family (13)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US11012568B2 (en) * 2009-01-28 2021-05-18 Virtual Hold Technology Solutions, Llc System and method for providing chat-based customer callbacks
US9348814B2 (en) * 2014-08-01 2016-05-24 Almawave S.R.L. System and method for meaning driven process and information management to improve efficiency, quality of work and overall customer satisfaction
US20170013131A1 (en) * 2015-07-07 2017-01-12 Data Prophet (Pty) Ltd. Predictive agent-lead matching
US9936074B1 (en) * 2016-08-04 2018-04-03 Jpmorgan Chase Bank, N.A. System and method for utilizing SMS functionality to schedule follow-up
CN107704453B (zh) * 2017-10-23 2021-10-08 深圳市前海众兴科研有限公司 一种文字语义分析方法、文字语义分析终端及存储介质
CN108111491B (zh) * 2017-12-07 2020-06-19 浙江大学 一种基于人工智能的手机app语音收纳管理系统
US10715664B2 (en) 2018-06-19 2020-07-14 At&T Intellectual Property I, L.P. Detection of sentiment shift
US11468882B2 (en) 2018-10-09 2022-10-11 Accenture Global Solutions Limited Semantic call notes
US11132695B2 (en) * 2018-11-07 2021-09-28 N3, Llc Semantic CRM mobile communications sessions
CN109872162B (zh) * 2018-11-21 2023-06-16 创新先进技术有限公司 一种处理用户投诉信息的风控分类识别方法及系统
CN109889677B (zh) * 2019-01-23 2021-01-26 广州市聚星源科技有限公司 一种具有智能化消息处理功能的智能客服系统
US11444893B1 (en) * 2019-12-13 2022-09-13 Wells Fargo Bank, N.A. Enhanced chatbot responses during conversations with unknown users based on maturity metrics determined from history of chatbot interactions
US11797586B2 (en) 2021-01-19 2023-10-24 Accenture Global Solutions Limited Product presentation for customer relationship management

Family Cites Families (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7895283B1 (en) 2002-03-08 2011-02-22 Robert Joseph Hazy Audio message driven customer interaction queuing system
US7248678B2 (en) * 2003-02-07 2007-07-24 Avaya Technology Corp. Methods and apparatus for routing and accounting of revenue generating calls using natural language voice recognition
US20060069717A1 (en) * 2003-08-27 2006-03-30 Ascential Software Corporation Security service for a services oriented architecture in a data integration platform
US8082151B2 (en) 2007-09-18 2011-12-20 At&T Intellectual Property I, Lp System and method of generating responses to text-based messages
EP2915134A4 (en) 2012-11-05 2016-04-20 Greeneden U S Holding Ii Llc SYSTEM AND METHOD FOR REAL-TIME INTERNET COMMUNICATION WITH CONTACT CENTERS
US9348814B2 (en) * 2014-08-01 2016-05-24 Almawave S.R.L. System and method for meaning driven process and information management to improve efficiency, quality of work and overall customer satisfaction

Also Published As

Publication number Publication date
US20160350764A1 (en) 2016-12-01
US20180158069A1 (en) 2018-06-07
EP3175411A2 (en) 2017-06-07
US10453075B2 (en) 2019-10-22
WO2016016711A3 (en) 2016-03-24
US20140343927A1 (en) 2014-11-20
US9864995B2 (en) 2018-01-09
WO2016016711A2 (en) 2016-02-04
BR112017002076A8 (pt) 2023-02-23
US9348814B2 (en) 2016-05-24

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Legal Events

Date Code Title Description
B06U Preliminary requirement: requests with searches performed by other patent offices: procedure suspended [chapter 6.21 patent gazette]
B25G Requested change of headquarter approved

Owner name: ALMAWAVE S.R.L (IT)

B25L Entry of change of name and/or headquarter and transfer of application, patent and certificate of addition of invention: publication cancelled

Owner name: ALMAWAVE S.R.L (IT)

Free format text: ANULADA A PUBLICACAO CODIGO 25.7 NA RPI NO 2648 DE 05/10/2021 POR TER SIDO INDEVIDA.

B25D Requested change of name of applicant approved

Owner name: ALMAWAVE S.P.A. (IT)

B15K Others concerning applications: alteration of classification

Free format text: AS CLASSIFICACOES ANTERIORES ERAM: G06Q 30/00 , G06Q 10/10 , H04M 3/51 , G06F 17/27 , G06Q 10/06

Ipc: G06F 40/30 (2020.01), G06Q 10/0631 (2023.01), G06Q

B07A Application suspended after technical examination (opinion) [chapter 7.1 patent gazette]
B09B Patent application refused [chapter 9.2 patent gazette]