EP3262589A4 - Proactive knowledge offering system and method - Google Patents

Proactive knowledge offering system and method Download PDF

Info

Publication number
EP3262589A4
EP3262589A4 EP16756132.3A EP16756132A EP3262589A4 EP 3262589 A4 EP3262589 A4 EP 3262589A4 EP 16756132 A EP16756132 A EP 16756132A EP 3262589 A4 EP3262589 A4 EP 3262589A4
Authority
EP
European Patent Office
Prior art keywords
offering system
proactive
knowledge
proactive knowledge
offering
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.)
Ceased
Application number
EP16756132.3A
Other languages
German (de)
French (fr)
Other versions
EP3262589A1 (en
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 US14/629,481 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 EP3262589A1 publication Critical patent/EP3262589A1/en
Publication of EP3262589A4 publication Critical patent/EP3262589A4/en
Ceased legal-status Critical Current

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)
EP16756132.3A 2015-02-23 2016-02-22 Proactive knowledge offering system and method Ceased EP3262589A4 (en)

Applications Claiming Priority (3)

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
PCT/US2016/018983 WO2016137903A1 (en) 2015-02-23 2016-02-22 Proactive knowledge offering system and method

Publications (2)

Publication Number Publication Date
EP3262589A1 EP3262589A1 (en) 2018-01-03
EP3262589A4 true EP3262589A4 (en) 2018-01-03

Family

ID=56789147

Family Applications (1)

Application Number Title Priority Date Filing Date
EP16756132.3A Ceased EP3262589A4 (en) 2015-02-23 2016-02-22 Proactive knowledge offering system and method

Country Status (4)

Country Link
EP (1) EP3262589A4 (en)
AU (3) AU2016223022A1 (en)
CA (2) CA3122785C (en)
WO (1) WO2016137903A1 (en)

Families Citing this family (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US10373171B2 (en) 2015-02-23 2019-08-06 Genesys Telecommunications Laboratories, Inc. System and method for making engagement offers based on observed navigation path
US10127321B2 (en) 2015-02-23 2018-11-13 Genesys Telecommunications Laboratories, Inc. Proactive knowledge offering system and method
CN114004223B (en) * 2021-10-12 2022-05-24 北京理工大学 Event knowledge representation method based on behavior base
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 (en) * 2023-09-08 2023-11-10 深圳时空数字科技有限公司 Multimedia touch inquiry and command scheduling system

Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20140222503A1 (en) * 2013-02-07 2014-08-07 24/7 Customer, Inc. Dynamic prediction of online shopper's intent using a combination of prediction models

Family Cites Families (5)

* 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

Patent Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20140222503A1 (en) * 2013-02-07 2014-08-07 24/7 Customer, Inc. Dynamic prediction of online shopper's intent using a combination of prediction models

Also Published As

Publication number Publication date
CA2979818C (en) 2021-08-17
CA3122785C (en) 2023-11-21
AU2019226153A1 (en) 2019-09-26
AU2016223022A1 (en) 2017-10-12
EP3262589A1 (en) 2018-01-03
WO2016137903A1 (en) 2016-09-01
CA3122785A1 (en) 2016-09-01
CA2979818A1 (en) 2016-09-01
AU2019101812A4 (en) 2021-09-09

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