AU2013266157B2 - Method and apparatus for linking user sessions and establishing identity across channels - Google Patents

Method and apparatus for linking user sessions and establishing identity across channels Download PDF

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Publication number
AU2013266157B2
AU2013266157B2 AU2013266157A AU2013266157A AU2013266157B2 AU 2013266157 B2 AU2013266157 B2 AU 2013266157B2 AU 2013266157 A AU2013266157 A AU 2013266157A AU 2013266157 A AU2013266157 A AU 2013266157A AU 2013266157 B2 AU2013266157 B2 AU 2013266157B2
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Australia
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customer
channels
ccs
channel
decisions
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AU2013266157A
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AU2013266157A1 (en
Inventor
Andrew Chang
Patrick Nguyen
Eric Wasserman
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24 7 AI Inc
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24 7 AI Inc
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Publication of AU2013266157A1 publication Critical patent/AU2013266157A1/en
Assigned to 24/7 CUSTOMER, INC. reassignment 24/7 CUSTOMER, INC. Amend patent request/document other than specification (104) Assignors: CHANG, ANDREW, NGUYEN, PATRICK, WASSERMAN, ERIC
Application granted granted Critical
Publication of AU2013266157B2 publication Critical patent/AU2013266157B2/en
Assigned to [24]7.ai, Inc. reassignment [24]7.ai, Inc. Request to Amend Deed and Register Assignors: 24/7 CUSTOMER, INC.
Active legal-status Critical Current
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    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; 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 OR CALCULATING; 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
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0241—Advertisements
    • G06Q30/0251—Targeted advertisements
    • G06Q30/0269—Targeted advertisements based on user profile or attribute
    • G06Q30/0271—Personalized advertisement

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  • Business, Economics & Management (AREA)
  • Strategic Management (AREA)
  • Accounting & Taxation (AREA)
  • Development Economics (AREA)
  • Engineering & Computer Science (AREA)
  • Finance (AREA)
  • General Business, Economics & Management (AREA)
  • Physics & Mathematics (AREA)
  • Marketing (AREA)
  • General Physics & Mathematics (AREA)
  • Economics (AREA)
  • Theoretical Computer Science (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Game Theory and Decision Science (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Telephonic Communication Services (AREA)
  • User Interface Of Digital Computer (AREA)
  • Information Transfer Between Computers (AREA)
AU2013266157A 2012-05-25 2013-05-24 Method and apparatus for linking user sessions and establishing identity across channels Active AU2013266157B2 (en)

Applications Claiming Priority (5)

Application Number Priority Date Filing Date Title
US201261652022P 2012-05-25 2012-05-25
US61/652,022 2012-05-25
US13/763,456 US20130317993A1 (en) 2012-05-25 2013-02-08 Method and apparatus for linking user sessions and establishing identity across channels
US13/763,456 2013-02-08
PCT/US2013/042650 WO2013177517A1 (en) 2012-05-25 2013-05-24 Method and apparatus for linking user sessions and establishing identity across channels

Publications (2)

Publication Number Publication Date
AU2013266157A1 AU2013266157A1 (en) 2014-11-27
AU2013266157B2 true AU2013266157B2 (en) 2015-07-09

Family

ID=49622349

Family Applications (1)

Application Number Title Priority Date Filing Date
AU2013266157A Active AU2013266157B2 (en) 2012-05-25 2013-05-24 Method and apparatus for linking user sessions and establishing identity across channels

Country Status (5)

Country Link
US (1) US20130317993A1 (https=)
EP (1) EP2856743A4 (https=)
AU (1) AU2013266157B2 (https=)
IN (1) IN2014KN02618A (https=)
WO (1) WO2013177517A1 (https=)

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US20130282844A1 (en) 2012-04-23 2013-10-24 Contact Solutions LLC Apparatus and methods for multi-mode asynchronous communication
US9491249B2 (en) * 2013-10-25 2016-11-08 Dorin ROSENSHINE Integrating offsite activities related to chat and text messaging with online data records
EP3061051A4 (en) 2013-10-25 2017-06-28 Dorin R. Rosenshine Tracking and management of voice calls and form submissions related to accessing network based content
WO2015120263A1 (en) * 2014-02-06 2015-08-13 Contact Solutions LLC Systems, apparatuses and methods for communication flow modification
US9582829B2 (en) 2014-05-06 2017-02-28 Bank Of America Corporation Dynamically modifying an application questionnaire
US9632984B2 (en) 2014-05-06 2017-04-25 Bank Of America Corporation Customizing content presentation format in accordance with the category of device used to access the content
WO2016191749A1 (en) * 2015-05-27 2016-12-01 Genesys Telecommunications Laboratories, Inc. Flow designer for contact centers
US9392112B2 (en) * 2014-05-27 2016-07-12 Genesys Telecommunications Laboratories, Inc. Flow designer for contact centers
CN105450876A (zh) * 2014-06-11 2016-03-30 阿里巴巴集团控股有限公司 一种语音播报方法及相关系统
WO2016031027A1 (ja) * 2014-08-28 2016-03-03 株式会社Ｃ－Ｇｒｉｐ 受付装置、受付システム、受付方法、及びプログラム
US10706432B2 (en) * 2014-09-17 2020-07-07 [24]7.ai, Inc. Method, apparatus and non-transitory medium for customizing speed of interaction and servicing on one or more interactions channels based on intention classifiers
AU2015364277A1 (en) * 2014-12-19 2017-08-10 Outleads, Inc Integrating offsite activities related to chat and text messaging
US10805244B2 (en) 2015-07-16 2020-10-13 At&T Intellectual Property I, L.P. Service platform to support automated chat communications and methods for use therewith
WO2017024248A1 (en) 2015-08-06 2017-02-09 Contact Solutions LLC Tracing and asynchronous communication network and routing method
WO2017049298A1 (en) * 2015-09-18 2017-03-23 Mms Usa Holdings Inc. Universal identification
FR3046283A1 (fr) * 2015-12-24 2017-06-30 Orange Procede automatique et dispositif de determination d'un parcours client dans un systeme de communication multicanal
US11126984B2 (en) * 2016-03-30 2021-09-21 Ncr Corporation Real-time service processing
US9785715B1 (en) * 2016-04-29 2017-10-10 Conversable, Inc. Systems, media, and methods for automated response to queries made by interactive electronic chat
US11816653B2 (en) * 2016-12-19 2023-11-14 Groupon, Inc. GPS determined location based access to linked information and delivery thereof
BR112019017075A2 (pt) 2017-02-17 2020-04-28 Equifax Inc sistema de confiança digital, meio legível por computador e método computadorizado
US11223693B1 (en) 2017-11-21 2022-01-11 Amdocs Development Limited System, method, and computer program for aggregating channel agnostic data
WO2019108683A1 (en) * 2017-12-01 2019-06-06 OneMarket Network LLC Maintaining context in transaction conversations
US11403649B2 (en) 2019-09-11 2022-08-02 Toast, Inc. Multichannel system for patron identification and dynamic ordering experience enhancement
US11102312B1 (en) * 2020-03-10 2021-08-24 Sprint Communications Company L.P. Cross-channel unification of user identity
US10999434B1 (en) * 2020-06-02 2021-05-04 Bank Of America Corporation Artificial intelligence (“AI”) integration with live chat
US11683325B2 (en) * 2020-08-11 2023-06-20 Capital One Services, Llc Systems and methods for verified messaging via short-range transceiver
US12346704B1 (en) * 2024-02-29 2025-07-01 Rivian Ip Holdings, Llc Dynamic vehicle data logger configuration
CN120355462B (zh) * 2025-06-23 2025-09-23 绍兴亿都信息技术股份有限公司 一种基于gis的crm客户生态圈动态可视化管理系统

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US20060099931A1 (en) * 2004-11-09 2006-05-11 Tony Trujillo Automatic phone number to website linking system and method
US20100049679A1 (en) * 2006-12-15 2010-02-25 Accenture Global Services, Gmbh Cross channel optimization systems and methods
US20100138282A1 (en) * 2006-02-22 2010-06-03 Kannan Pallipuram V Mining interactions to manage customer experience throughout a customer service lifecycle
EP2375717A1 (en) * 1997-04-01 2011-10-12 Cosmocom Inc. Multimedia telecommunication automatic call distribution system
US20120072358A1 (en) * 2010-09-16 2012-03-22 Cisco Technology, Inc. Customer care replies on social media

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US20130073374A1 (en) * 2011-09-15 2013-03-21 Stephan HEATH System and method for providing combined coupon/geospatial mapping/ company-local & socially conscious information and social networking (c-gm-c/l&sc/i-sn)
US10129211B2 (en) * 2011-09-15 2018-11-13 Stephan HEATH Methods and/or systems for an online and/or mobile privacy and/or security encryption technologies used in cloud computing with the combination of data mining and/or encryption of user's personal data and/or location data for marketing of internet posted promotions, social messaging or offers using multiple devices, browsers, operating systems, networks, fiber optic communications, multichannel platforms
US9092801B2 (en) * 2011-09-23 2015-07-28 24/7 Customer, Inc. Customer journey prediction and resolution
US9992334B2 (en) * 2011-10-13 2018-06-05 Nuance Communications, Inc. Multi-modal customer care system
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EP2375717A1 (en) * 1997-04-01 2011-10-12 Cosmocom Inc. Multimedia telecommunication automatic call distribution system
US20060099931A1 (en) * 2004-11-09 2006-05-11 Tony Trujillo Automatic phone number to website linking system and method
US20100138282A1 (en) * 2006-02-22 2010-06-03 Kannan Pallipuram V Mining interactions to manage customer experience throughout a customer service lifecycle
US20100049679A1 (en) * 2006-12-15 2010-02-25 Accenture Global Services, Gmbh Cross channel optimization systems and methods
US20120072358A1 (en) * 2010-09-16 2012-03-22 Cisco Technology, Inc. Customer care replies on social media

Also Published As

Publication number Publication date
EP2856743A1 (en) 2015-04-08
AU2013266157A1 (en) 2014-11-27
EP2856743A4 (en) 2015-12-02
WO2013177517A1 (en) 2013-11-28
US20130317993A1 (en) 2013-11-28
IN2014KN02618A (https=) 2015-05-08

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FGA Letters patent sealed or granted (standard patent)
HB Alteration of name in register

Owner name: (24)7.AI, INC.

Free format text: FORMER NAME(S): 24/7 CUSTOMER, INC.