IN2014KN02633A - - Google Patents

Info

Publication number
IN2014KN02633A
IN2014KN02633A IN2633KON2014A IN2014KN02633A IN 2014KN02633 A IN2014KN02633 A IN 2014KN02633A IN 2633KON2014 A IN2633KON2014 A IN 2633KON2014A IN 2014KN02633 A IN2014KN02633 A IN 2014KN02633A
Authority
IN
India
Prior art keywords
behavior
channels
customer
unique
ivr
Prior art date
Application number
Inventor
Andrew Chang
Dan Reed
Quang Nguyen
A Kranthi Mitra
Original Assignee
24 7 Customer Inc
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
Application filed by 24 7 Customer Inc filed Critical 24 7 Customer Inc
Publication of IN2014KN02633A publication Critical patent/IN2014KN02633A/en

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
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0201—Market modelling; Market analysis; Collecting market data
    • G06Q30/0202—Market predictions or forecasting for commercial activities

Landscapes

  • Business, Economics & Management (AREA)
  • Finance (AREA)
  • Engineering & Computer Science (AREA)
  • Accounting & Taxation (AREA)
  • Development Economics (AREA)
  • Strategic Management (AREA)
  • General Business, Economics & Management (AREA)
  • Economics (AREA)
  • Marketing (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Game Theory and Decision Science (AREA)
  • Data Mining & Analysis (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • User Interface Of Digital Computer (AREA)
  • Radar Systems Or Details Thereof (AREA)
  • Mobile Radio Communication Systems (AREA)

Abstract

Unique customer identification and behavior is linked between either concurrent or sequential channels of engagement. Unique identifiers are created, captured, and/or passed between these multiple contact channels, e.g. Web, mobile, IVR, phone, automotive, television, to identify and tag the customer and their context, e.g. history, pass behavior, steps progressed, obstacles and/or issues encountered, etc., uniquely.
IN2633KON2014 2012-05-18 2013-05-20 IN2014KN02633A (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US201261649190P 2012-05-18 2012-05-18
US13/897,233 US10204343B2 (en) 2012-05-18 2013-05-17 Multi-channel customer identification
PCT/US2013/041833 WO2013173831A1 (en) 2012-05-18 2013-05-20 Multi-channel customer identification

Publications (1)

Publication Number Publication Date
IN2014KN02633A true IN2014KN02633A (en) 2015-05-08

Family

ID=49584372

Family Applications (1)

Application Number Title Priority Date Filing Date
IN2633KON2014 IN2014KN02633A (en) 2012-05-18 2013-05-20

Country Status (5)

Country Link
US (1) US10204343B2 (en)
EP (1) EP2850576A4 (en)
AU (1) AU2013262481B2 (en)
IN (1) IN2014KN02633A (en)
WO (1) WO2013173831A1 (en)

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CA2789936C (en) 2012-09-14 2020-02-18 Ibm Canada Limited - Ibm Canada Limitee Identification of sequential browsing operations
US9105268B2 (en) * 2012-09-19 2015-08-11 24/7 Customer, Inc. Method and apparatus for predicting intent in IVR using natural language queries
KR102099625B1 (en) * 2013-07-16 2020-04-10 삼성전자주식회사 Potable terminal and Method for controlling external device thereof
US9491249B2 (en) * 2013-10-25 2016-11-08 Dorin ROSENSHINE Integrating offsite activities related to chat and text messaging with online data records
US10146836B2 (en) * 2014-05-16 2018-12-04 Dillon Software Services, Llc Primary key generator
US9123054B1 (en) 2014-07-17 2015-09-01 Mastercard International Incorporated Method and system for maintaining privacy in scoring of consumer spending behavior
JP6458326B2 (en) * 2014-08-28 2019-01-30 株式会社Ｃ−Ｇｒｉｐ Reception device, reception system, reception method, and program
CN105989257A (en) * 2015-02-09 2016-10-05 深圳富泰宏精密工业有限公司 System and method for automatically submitting user information
US9659163B2 (en) 2015-02-12 2017-05-23 International Business Machines Corporation Secure authentication mechanism using quick response codes
US9300658B1 (en) 2015-02-12 2016-03-29 International Business Machines Corporation Secure authentication mechanism using quick response codes
US20190279236A1 (en) * 2015-09-18 2019-09-12 Mms Usa Holdings Inc. Micro-moment analysis
CN108369433A (en) * 2015-09-18 2018-08-03 Mms美国控股有限公司 Micro- moment analysis
US10182149B2 (en) 2015-11-05 2019-01-15 At&T Intellectual Property I, L.P. Method and apparatus to promote adoption of an automated communication channel
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
US20220058595A1 (en) * 2020-08-21 2022-02-24 Callum Tony Evans Method of sending Cryptocurrencies to a custom username attached to a fixed wallet address.
CN114116863B (en) * 2021-10-28 2023-07-25 上海欣兆阳信息科技有限公司 Method and system for fusing cross-channel consumer identities in real time
US11956385B2 (en) * 2022-09-13 2024-04-09 Verizon Patent And Licensing Inc. Systems and methods for utilizing a machine learning model to determine an intent of a voice customer in real time

Family Cites Families (18)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6760727B1 (en) * 1999-07-30 2004-07-06 Convergys Cmg Utah, Inc. System for customer contact information management and methods for using same
US6711682B1 (en) * 2000-02-09 2004-03-23 Microsoft Corporation Online service registration system and method
AU2001270169A1 (en) * 2000-06-30 2002-01-14 Plurimus Corporation Method and system for monitoring online computer network behavior and creating online behavior profiles
US7962361B2 (en) 2002-11-07 2011-06-14 Novitaz Customer relationship management system for physical locations
US8185608B1 (en) * 2005-12-01 2012-05-22 Amazon Technologies, Inc. Continuous usability trial for a website
CN1835438B (en) 2006-03-22 2011-07-27 阿里巴巴集团控股有限公司 Method of realizing single time accession between websites and website thereof
US20070240230A1 (en) * 2006-04-10 2007-10-11 O'connell Brian M User-browser interaction analysis authentication system
US7664644B1 (en) * 2006-06-09 2010-02-16 At&T Intellectual Property Ii, L.P. Multitask learning for spoken language understanding
US20120317217A1 (en) * 2009-06-22 2012-12-13 United Parents Online Ltd. Methods and systems for managing virtual identities
WO2011101848A1 (en) * 2010-02-18 2011-08-25 United Parents Online Ltd. Methods and systems for managing virtual identities
CN102498698B (en) * 2009-07-14 2015-11-25 DPiD有限公司 For managing the apparatus and method of the registration table of unique identifier
GB2487027A (en) 2009-10-23 2012-07-04 Cadio Inc Analyzing consumer behavior using electronically-captured consumer location data
WO2012034105A2 (en) * 2010-09-10 2012-03-15 Turnkey Intelligence, Llc Systems and methods for generating prospect scores for sales leads, spending capacity scores for sales leads, and retention scores for renewal of existing customers
US8694362B2 (en) * 2011-03-17 2014-04-08 DataPop, Inc. Taxonomy based targeted search advertising
US10387536B2 (en) * 2011-09-19 2019-08-20 Personetics Technologies Ltd. Computerized data-aware agent systems for retrieving data to serve a dialog between human user and computerized system
US9992334B2 (en) * 2011-10-13 2018-06-05 Nuance Communications, Inc. Multi-modal customer care system
US8767927B2 (en) * 2011-12-15 2014-07-01 Nuance Communications, Inc. System and method for servicing a call
US9275342B2 (en) * 2012-04-09 2016-03-01 24/7 Customer, Inc. Method and apparatus for intent modeling and prediction

Also Published As

Publication number Publication date
EP2850576A1 (en) 2015-03-25
US20140006293A1 (en) 2014-01-02
AU2013262481B2 (en) 2015-10-01
WO2013173831A1 (en) 2013-11-21
US10204343B2 (en) 2019-02-12
EP2850576A4 (en) 2015-12-02
AU2013262481A1 (en) 2014-11-27

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