JP4853670B2 - コンピュータ・ツゥ・ヒューマン・エスカレーションに使用する方法および装置 - Google Patents

コンピュータ・ツゥ・ヒューマン・エスカレーションに使用する方法および装置 Download PDF

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Publication number
JP4853670B2
JP4853670B2 JP2007505182A JP2007505182A JP4853670B2 JP 4853670 B2 JP4853670 B2 JP 4853670B2 JP 2007505182 A JP2007505182 A JP 2007505182A JP 2007505182 A JP2007505182 A JP 2007505182A JP 4853670 B2 JP4853670 B2 JP 4853670B2
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customer
conversational
agent
question
live
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Japanese (ja)
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JP2007532989A (ja
JP2007532989A5 (enExample
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ユエ，フランソワ
サンマカリー，ダミアン
ノートン，グレイ・サーモン
クライン，スティーヴン・ディー
ケイ，ティモシー
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Microsoft Corp
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Microsoft Corp
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    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; 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
    • G06Q10/10—Office automation; Time management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00—Data switching networks
    • H04L12/02—Details
    • H04L12/16—Arrangements for providing special services to substations
    • H04L12/18—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast
    • H04L12/1813—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast for computer conferences, e.g. chat rooms
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2011—Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/35—Aspects of automatic or semi-automatic exchanges related to information services provided via a voice call
    • H04M2203/357—Autocues for dialog assistance

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  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Strategic Management (AREA)
  • Marketing (AREA)
  • Signal Processing (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Human Resources & Organizations (AREA)
  • Economics (AREA)
  • Data Mining & Analysis (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Telephonic Communication Services (AREA)
  • Information Transfer Between Computers (AREA)
JP2007505182A 2004-03-26 2005-03-24 コンピュータ・ツゥ・ヒューマン・エスカレーションに使用する方法および装置 Expired - Fee Related JP4853670B2 (ja)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US55695404P 2004-03-26 2004-03-26
US60/556,954 2004-03-26
PCT/US2005/009868 WO2005098722A2 (en) 2004-03-26 2005-03-24 Methods and apparatus for use in computer-to-human escalation

Publications (3)

Publication Number Publication Date
JP2007532989A JP2007532989A (ja) 2007-11-15
JP2007532989A5 JP2007532989A5 (enExample) 2008-05-08
JP4853670B2 true JP4853670B2 (ja) 2012-01-11

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JP2007505182A Expired - Fee Related JP4853670B2 (ja) 2004-03-26 2005-03-24 コンピュータ・ツゥ・ヒューマン・エスカレーションに使用する方法および装置

Country Status (5)

Country Link
US (2) US7983411B2 (enExample)
EP (1) EP1751706A2 (enExample)
JP (1) JP4853670B2 (enExample)
CN (1) CN1973292A (enExample)
WO (1) WO2005098722A2 (enExample)

Cited By (1)

* Cited by examiner, † Cited by third party
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US11381529B1 (en) 2018-12-20 2022-07-05 Wells Fargo Bank, N.A. Chat communication support assistants

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Also Published As

Publication number Publication date
JP2007532989A (ja) 2007-11-15
US7983411B2 (en) 2011-07-19
US20110235797A1 (en) 2011-09-29
US20050213743A1 (en) 2005-09-29
WO2005098722A2 (en) 2005-10-20
EP1751706A2 (en) 2007-02-14
US8275117B2 (en) 2012-09-25
CN1973292A (zh) 2007-05-30

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