CA3122785C - Systeme et procede d'offre de connaissances proactives - Google Patents

Systeme et procede d'offre de connaissances proactives Download PDF

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Publication number
CA3122785C
CA3122785C CA3122785A CA3122785A CA3122785C CA 3122785 C CA3122785 C CA 3122785C CA 3122785 A CA3122785 A CA 3122785A CA 3122785 A CA3122785 A CA 3122785A CA 3122785 C CA3122785 C CA 3122785C
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CA
Canada
Prior art keywords
knowledge
user
query
processor
documents
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.)
Active
Application number
CA3122785A
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English (en)
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CA3122785A1 (fr
Inventor
Bharath Aravamudhan
Conor Mcgann
Anand Pai Krishnanand Nitin
Bodhan 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 US14/629,481 external-priority patent/US10127321B2/en
Priority claimed from US14/629,474 external-priority patent/US10373171B2/en
Application filed by Greeneden US Holdings II LLC filed Critical Greeneden US Holdings II LLC
Publication of CA3122785A1 publication Critical patent/CA3122785A1/fr
Application granted granted Critical
Publication of CA3122785C publication Critical patent/CA3122785C/fr
Active legal-status Critical Current
Anticipated expiration legal-status Critical

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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

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.
CA3122785A 2015-02-23 2016-02-22 Systeme et procede d'offre de connaissances proactives Active CA3122785C (fr)

Applications Claiming Priority (5)

Application Number Priority Date Filing Date Title
US14/629,481 US10127321B2 (en) 2015-02-23 2015-02-23 Proactive knowledge offering system and method
US14/629,474 US10373171B2 (en) 2015-02-23 2015-02-23 System and method for making engagement offers based on observed navigation path
US14/629,481 2015-02-23
US14/629,474 2015-02-23
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 CA3122785A1 (fr) 2016-09-01
CA3122785C true CA3122785C (fr) 2023-11-21

Family

ID=56789147

Family Applications (2)

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
CA3122785A Active CA3122785C (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
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) CA2979818C (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
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)

* 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
AU2016223022A1 (en) 2017-10-12
CA2979818A1 (fr) 2016-09-01
AU2019226153A1 (en) 2019-09-26
CA2979818C (fr) 2021-08-17
EP3262589A1 (fr) 2018-01-03
WO2016137903A1 (fr) 2016-09-01
CA3122785A1 (fr) 2016-09-01
AU2019101812A4 (en) 2021-09-09

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