CA3122785A1 - Systeme et procede d'offre de connaissances proactives - Google Patents
Systeme et procede d'offre de connaissances proactives Download PDFInfo
- Publication number
- CA3122785A1 CA3122785A1 CA3122785A CA3122785A CA3122785A1 CA 3122785 A1 CA3122785 A1 CA 3122785A1 CA 3122785 A CA3122785 A CA 3122785A CA 3122785 A CA3122785 A CA 3122785A CA 3122785 A1 CA3122785 A1 CA 3122785A1
- 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
Links
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Classifications
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- 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
Un système et une méthode sont décrits pour faire des offres de connaissances proactives. Un processeur est configuré pour recueillir des renseignements sur les interactions entre un utilisateur et des ressources fournies par une entreprise possédant un centre de communication avec les clients. Le processeur anticipe les besoins de lutilisateur en fonction de renseignements recueillis et génère une requête fondée sur les besoins anticipés. Avant la demande expresse de connaissances par lutilisateur sur un sujet particulier, le processeur détermine et propose des connaissances de manière proactive à lutilisateur en fonction de la requête générée. Le processeur reçoit une rétroaction liée aux connaissances proposées et produit, en fonction de la rétroaction, une cote de pertinence des connaissances proposées.
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 | 2015-02-23 | ||
US14/629,481 US10127321B2 (en) | 2015-02-23 | 2015-02-23 | Proactive knowledge offering system and method |
CA2979818A CA2979818C (fr) | 2015-02-23 | 2016-02-22 | Systeme et procede d'offre de connaissances proactives |
Related Parent Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
CA2979818A Division CA2979818C (fr) | 2015-02-23 | 2016-02-22 | Systeme et procede d'offre de connaissances proactives |
Publications (2)
Publication Number | Publication Date |
---|---|
CA3122785A1 true CA3122785A1 (fr) | 2016-09-01 |
CA3122785C CA3122785C (fr) | 2023-11-21 |
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 After (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
CA2979818A Active CA2979818C (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)
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 |
CN110472136A (zh) * | 2019-07-04 | 2019-11-19 | 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)
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 |
-
2016
- 2016-02-22 WO PCT/US2016/018983 patent/WO2016137903A1/fr active Application Filing
- 2016-02-22 CA CA3122785A patent/CA3122785C/fr active Active
- 2016-02-22 EP EP16756132.3A patent/EP3262589A1/fr not_active Ceased
- 2016-02-22 CA CA2979818A patent/CA2979818C/fr active Active
- 2016-02-22 AU AU2016223022A patent/AU2016223022A1/en not_active Abandoned
-
2019
- 2019-09-03 AU AU2019101812A patent/AU2019101812A4/en not_active Expired
- 2019-09-03 AU AU2019226153A patent/AU2019226153A1/en active Pending
Also Published As
Publication number | Publication date |
---|---|
AU2016223022A1 (en) | 2017-10-12 |
EP3262589A4 (fr) | 2018-01-03 |
AU2019101812A4 (en) | 2021-09-09 |
CA2979818A1 (fr) | 2016-09-01 |
WO2016137903A1 (fr) | 2016-09-01 |
CA3122785C (fr) | 2023-11-21 |
AU2019226153A1 (en) | 2019-09-26 |
CA2979818C (fr) | 2021-08-17 |
EP3262589A1 (fr) | 2018-01-03 |
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Legal Events
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EEER | Examination request |
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EEER | Examination request |
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EEER | Examination request |
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EEER | Examination request |
Effective date: 20210616 |