CA2979818A1 - Systeme et procede d'offre de connaissances proactives - Google Patents

Systeme et procede d'offre de connaissances proactives Download PDF

Info

Publication number
CA2979818A1
CA2979818A1 CA2979818A CA2979818A CA2979818A1 CA 2979818 A1 CA2979818 A1 CA 2979818A1 CA 2979818 A CA2979818 A CA 2979818A CA 2979818 A CA2979818 A CA 2979818A CA 2979818 A1 CA2979818 A1 CA 2979818A1
Authority
CA
Canada
Prior art keywords
user
knowledge
processor
engagement
offer
Prior art date
Legal status (The legal status 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 status listed.)
Granted
Application number
CA2979818A
Other languages
English (en)
Other versions
CA2979818C (fr
Inventor
Bharath Aravamudhan
Conor Mcgann
Anand Pai Krishnanand Nitin
Bohdan Klepar
Andriy V. Ryabchun
Gordon Bell
Francisco Gutierrez
Josef Eric EISNER
Nikolay I. Korolev
Herbert Willi Artur Ristock
Stanislav Lypchanskyy
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Genesys Cloud Services Holdings II LLC
Original Assignee
Greeneden US Holdings II LLC
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
Priority claimed from US14/629,474 external-priority patent/US10373171B2/en
Priority claimed from US14/629,481 external-priority patent/US10127321B2/en
Application filed by Greeneden US Holdings II LLC filed Critical Greeneden US Holdings II LLC
Priority to CA3122785A priority Critical patent/CA3122785C/fr
Publication of CA2979818A1 publication Critical patent/CA2979818A1/fr
Application granted granted Critical
Publication of CA2979818C publication Critical patent/CA2979818C/fr
Active legal-status Critical Current
Anticipated expiration legal-status Critical

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
    • 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
    • G06Q10/20—Administration of product repair or maintenance
    • 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

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Economics (AREA)
  • Marketing (AREA)
  • Strategic Management (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • Finance (AREA)
  • Development Economics (AREA)
  • Accounting & Taxation (AREA)
  • Human Resources & Organizations (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Information Retrieval, Db Structures And Fs Structures Therefor (AREA)

Abstract

L'invention concerne un système et un procédé pour réaliser des offres de connaissances de manière proactive. Un processeur est configuré pour rassembler des informations sur des interactions par un utilisateur avec des ressources fournies par une entreprise ayant un centre de contacts de client. Le processeur anticipe le besoin de l'utilisateur sur la base des informations rassemblées, et génère une interrogation sur la base du besoin anticipé. Avant que l'utilisateur ne demande expressément des connaissances par rapport à un sujet particulier, le processeur identifie et suggère de manière proactive les connaissances à l'utilisateur sur la base de l'interrogation générée. Le processeur reçoit une rétroaction par rapport aux connaissances suggérées et délivre, sur la base de la rétroaction, une note de pertinence pour les connaissances suggérées.
CA2979818A 2015-02-23 2016-02-22 Systeme et procede d'offre de connaissances proactives Active CA2979818C (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
CA3122785A CA3122785C (fr) 2015-02-23 2016-02-22 Systeme et procede d'offre de connaissances proactives

Applications Claiming Priority (5)

Application Number Priority Date Filing Date Title
US14/629,474 US10373171B2 (en) 2015-02-23 2015-02-23 System and method for making engagement offers based on observed navigation path
US14/629,474 2015-02-23
US14/629,481 US10127321B2 (en) 2015-02-23 2015-02-23 Proactive knowledge offering system and method
US14/629,481 2015-02-23
PCT/US2016/018983 WO2016137903A1 (fr) 2015-02-23 2016-02-22 Système et procédé d'offre de connaissances proactives

Related Child Applications (1)

Application Number Title Priority Date Filing Date
CA3122785A Division CA3122785C (fr) 2015-02-23 2016-02-22 Systeme et procede d'offre de connaissances proactives

Publications (2)

Publication Number Publication Date
CA2979818A1 true CA2979818A1 (fr) 2016-09-01
CA2979818C CA2979818C (fr) 2021-08-17

Family

ID=56789147

Family Applications (2)

Application Number Title Priority Date Filing Date
CA3122785A Active CA3122785C (fr) 2015-02-23 2016-02-22 Systeme et procede d'offre de connaissances proactives
CA2979818A Active CA2979818C (fr) 2015-02-23 2016-02-22 Systeme et procede d'offre de connaissances proactives

Family Applications Before (1)

Application Number Title Priority Date Filing Date
CA3122785A Active CA3122785C (fr) 2015-02-23 2016-02-22 Systeme et procede d'offre de connaissances proactives

Country Status (4)

Country Link
EP (1) EP3262589A1 (fr)
AU (3) AU2016223022A1 (fr)
CA (2) CA3122785C (fr)
WO (1) WO2016137903A1 (fr)

Families Citing this family (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US10127321B2 (en) 2015-02-23 2018-11-13 Genesys Telecommunications Laboratories, Inc. Proactive knowledge offering system and method
US10373171B2 (en) 2015-02-23 2019-08-06 Genesys Telecommunications Laboratories, Inc. System and method for making engagement offers based on observed navigation path
CN110472136B (zh) * 2019-07-04 2024-07-09 微民保险代理有限公司 查询结果的推送方法、装置、存储介质和计算机设备
CN114004223B (zh) * 2021-10-12 2022-05-24 北京理工大学 一种基于行为基的事件知识表示方法
SE2151302A1 (en) * 2021-10-26 2023-04-27 Optimobile Ab SETTING-UP A VoIP COMMUNICATION SESSION BASED ON USER INTERACTION WITH A WEB SERVER
US20230385846A1 (en) * 2022-05-31 2023-11-30 Microsoft Technology Licensing, Llc Automated customer self-help system
CN116881339B (zh) * 2023-09-08 2023-11-10 深圳时空数字科技有限公司 一种多媒体触控查询及指挥调度系统

Family Cites Families (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20030088641A1 (en) * 2001-11-02 2003-05-08 Toshiba Tec Kabushiki Kaisha Technical support system
US7774339B2 (en) * 2007-06-11 2010-08-10 Microsoft Corporation Using search trails to provide enhanced search interaction
US8694483B2 (en) * 2007-10-19 2014-04-08 Xerox Corporation Real-time query suggestion in a troubleshooting context
US20130046571A1 (en) * 2011-08-18 2013-02-21 Teletech Holdings, Inc. Method for proactively predicting subject matter and skill set needed of support services
US11080721B2 (en) * 2012-04-20 2021-08-03 7.ai, Inc. Method and apparatus for an intuitive customer experience
US10373177B2 (en) 2013-02-07 2019-08-06 [24] 7 .ai, Inc. Dynamic prediction of online shopper's intent using a combination of prediction models

Also Published As

Publication number Publication date
EP3262589A4 (fr) 2018-01-03
CA3122785A1 (fr) 2016-09-01
AU2016223022A1 (en) 2017-10-12
CA3122785C (fr) 2023-11-21
AU2019101812A4 (en) 2021-09-09
CA2979818C (fr) 2021-08-17
WO2016137903A1 (fr) 2016-09-01
EP3262589A1 (fr) 2018-01-03
AU2019226153A1 (en) 2019-09-26

Similar Documents

Publication Publication Date Title
US10373171B2 (en) System and method for making engagement offers based on observed navigation path
US10127321B2 (en) Proactive knowledge offering system and method
AU2019101812A4 (en) Proactive knowledge offering system and method
US11461667B2 (en) System and method for controlled knowledge system management
CN112671823B (zh) 基于机器学习的交互到联络中心代理的最优路由
US10469664B2 (en) System and method for managing multi-channel engagements
US9762733B1 (en) System and method for recommending communication mediums based on predictive analytics
US9635181B1 (en) Optimized routing of interactions to contact center agents based on machine learning
US20160189558A1 (en) Learning Based on Simulations of Interactions of a Customer Contact Center
JP7352633B2 (ja) ハイブリッド型チャット自動化のためのシステム及び方法
EP3453160B1 (fr) Système et procédé de gestion et de transition de conversations par chat automatisées
US10311450B2 (en) System and method for managing customer feedback
US20170111505A1 (en) System and method for generating a network of contact center agents and customers for optimized routing of interactions
US20170111503A1 (en) Optimized routing of interactions to contact center agents based on agent preferences
AU2018216823B2 (en) System and method for speech-based interaction resolution
US20210174288A1 (en) System and method for predicting performance for a contact center via machine learning
US20230342864A1 (en) System and method for automatically responding to negative content

Legal Events

Date Code Title Description
EEER Examination request

Effective date: 20170914