WO2002054303A1 - Technologie de commerce electronique interactif intelligent - Google Patents

Technologie de commerce electronique interactif intelligent Download PDF

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Publication number
WO2002054303A1
WO2002054303A1 PCT/IN2000/000135 IN0000135W WO02054303A1 WO 2002054303 A1 WO2002054303 A1 WO 2002054303A1 IN 0000135 W IN0000135 W IN 0000135W WO 02054303 A1 WO02054303 A1 WO 02054303A1
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WO
WIPO (PCT)
Prior art keywords
customer
facilitate
iie
customer service
virtual
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Application number
PCT/IN2000/000135
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English (en)
Inventor
Navamani Dhanasingh
Original Assignee
Navamani Dhanasingh
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.)
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Publication date
Application filed by Navamani Dhanasingh filed Critical Navamani Dhanasingh
Priority to PCT/IN2000/000135 priority Critical patent/WO2002054303A1/fr
Publication of WO2002054303A1 publication Critical patent/WO2002054303A1/fr

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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
    • G06Q30/06—Buying, selling or leasing transactions

Definitions

  • the present field of invention relates to a virtual customer service software system in a computer system and a procedure, process, method and devise whereby, a customer from any location connects with or accesses any portal in any location, to effect a commercial transaction or place an order, more particularly over the Internet.
  • the existing technology does neither maintain an exhaustive nor comprehensive information database on preferences, requirements and options based on previous encounters or contacts with customers, market surveys, customer queries and direct sales
  • the mode of communication could be through telephone, e-mail, fax, instant messaging, video-conferencing or any other interaction through the web.
  • This data gathered through such encounters and exercises become very handy to businesses and customers alike, especially when service to customers is a personalised affair or when upgrades, newer products and convenient alternatives are introduced to them, Thus the whole exercise of virtual customer relations is neither fast nor friendly.
  • E-commerce applications all along have been used to build customer friendly online catalogs, facilitate customer navigation, effect on-line sale, create inventory tracking network, maintain credit card processing capabilities and so on. .
  • a never ending stream of initiatives have been taken up, but none have been evolved to come even close to implementing the idea of virtual customer service, in a manner that would provide efficiency, efficacy and credibility to the concept.
  • the existing interactive customer service applications are neither exhaustive in content nor comprehensive in nature. Their inherent inadequacies do not in any way bring the customer even remotely close to a consummate on-line shopping experience. The present scenario has not made an attempt to null the void between human and computer interfacing.
  • a typical handicap is the total absence of a live backend customer service support working in tandem with the interactive application, in the case of contingencies.
  • the customer service applications simply connect the virtual customer with the live backend and do not attempt or induce a direct sale.
  • the customer service application indulges exclusively in the act of direct sale and are not potent enough to effectively coordinate and interact with live customer support.
  • the success of online shopping lies exclusively in the concerted and coordinating activity of the virtual customer service with that of the live back end. Virtual customer service applications have so far never combined effectively with live customer support as a single commercial or non-commercial portal.
  • the present applications usually chum out drab and repetitious preconceived text while interacting with customers, without any scope for improvised articulations.
  • the customer is permitted either to haplessly engage in an act of 'virtual loiter' or simply exit without being asked a single question that may have gone a long way in meeting the requirement of the customer.
  • Such visits go unnoticed and unrecorded which if had been the case, would provide valuable input for the process of customer orientation. This is due to the absence of any trainer devices that gather input from recorded encounters. Lack of effective interaction between the application and the physical backend support, leads more often than not, to disastrous delivery schedules.
  • Contemporary applications do not posses a dynamic inventory system with an in-built ability to self update stock position and replenish depleted stock and thus very often the customer is exposed to an archaic and redundant inventory status.
  • He far reaching and its versatility enables it to be integrated with any portal of information ranging from health care to professional consultancy, commercial to non- commercial portals and entertainment to trade portals. He is set to usher in an era of affordable and easy access to intelligent interaction between the electronic medium and the physical end thus pitch-forking E-commerce itself into newer realms of achievement.
  • the idea behind the invention is pioneering, innovative and refreshingly simple.
  • the purpose is to provide an adaptive, trainable and automated online customer service software modules/tools, which has an built-in ability to communicate, interact, co-ordinate and engage customers in a series of business oriented maneuvers to facilita technology endeavors to draw the customer closer to the product
  • the invention's intelligent interactive system includes various menus, options and trainability of the system to reason, respond and react to various text, voice, and mouse gesture commands.
  • information system navigates the customer to the resource of choice and thereafter negotiates a transaction.
  • an elaborately comprehensive and exhaustive customer information database relating to every single aspect of the field of activity coupled with a customer profile is maintained to facilitate system identify the best suited resource that may be required by the customer.
  • An in-built ability to interact with the live back-end support, a dynamic stock inventory, an history of customer visits and a plurality of other services are also provided to maximize customer satisfaction.
  • This invention is the efficient compliment to the effective transition from "Brick and Mortar” model to the "Click and Mortar” model of commerce.
  • This invention apart from direct and decisive interaction with the customer provides the approprii support.
  • the all-pervading scope of He makes it a unique enterprise, which not only supports and sustains but also would be essentially instrumental in the rapid progress of e-commerce itself.
  • This invention is as much futuristic as it is contemporary. It is built to prudently enhance the power of the Web and transform it into a viable platform of commerce. It is an established fact that predominantly the virtual nature of e-commerce is not and cannot be wholly virtual. He is an innovation groomed to provide the intelligent and interactive binding between physical and virtual retailing of goods, commodities services and the entire gamut of commerce and trade. This invention is the closest to total virtually in e-commerce.
  • the homepage of the portal which has integrated system, has on display the trademarked He logo.
  • the first click on this logo transports the customer to a screen from where a textual conversation is initiated by the virtual customer service Rep and follows in the sequence as detailed here below:
  • the present invention has been programmed to works with scripts instead of traditional screen input and output.
  • An ingenious application layer called ieBOSS (ieBusiness Object Script Simulator), has been introduced between the end-customer and the software application.
  • the software applications are a totally Object Oriented Programming System which means that the application software would necessarily be a package of numerous software modules that function independently. These software modules are integrated with higher-level functional groups called ieBO (z ' ⁇ Business Objects).
  • Human customer service support uses the ieTrainer to train ieBOSS to communicate between end-customer and the software application.
  • the CSS trains ieBOSS one time for each single conversation and provides link between conversations. Based on the training rendered ieBOSS interacts and converses on it' own. Every single interaction it has with the customer is unique as the flow of the conversation is structured to correspond with the thought process of the end-customer.
  • FIG 1 is one embodiment of the sequential process, which illustrates the customers) initiating an access with the He virtual mall through the Internet.
  • FIG 2 is a block diagram of the He front-end customer innovative selection screen.
  • FIG 3 illustrates how the home page of the virtual mall vendor would appear when He is incorporated in it.
  • FIG 14 is a depiction of the entire t ' te architecture.
  • FIG 5 is the business logic that enables creation of the isle map with input from the virtual catalog.
  • FIG 6 is one embodiment of the ieBOSS the backend business logic related to a control panel which functions like a console having different functions.
  • FIG 7 is one embodiment of the backend business logic sub system ieBO related to the maintenance of the He object oriented systems.
  • FIG 8 illustrates by way of a flow chart the ieBO Script Process
  • FIG 9 is one embodiment of the ieScript Manager comprising the backend business logic related to the creation of generic variables which are required during the script generation process, within predetermined textual parameters that initiate an interactive conversation.
  • FIG 10 is one embodiment of the Backend Support System, which extends process logic and decision support logic at the time of script generation.
  • FIG 11 illustrates by way of a flow chart the Product Process.
  • FIG 12 is the embodiment of the Product Specification Screen comprising the business logic related to the attributes, qualifiers and script pertaining to product specifications.
  • FIG 13 is one embodiment of the ielnventoi ⁇ comprising the backend business logic related to the inventory status, which links the ieCatalog with the actual stock information.
  • FIG 14 is one embodiment of the ieTrainer comprising the backend business logic related to the creation of drag and drop scripts essential for backend processes that culminate in intelligent interaction with customers.
  • This sub system enables artificial intelligence of He system and dynamically generates scripts based on the options extended in text by the customer.
  • FIG 15 is an overview of the initial interactive transaction.
  • FIG 15A is an overview of the subsequent interactive transaction.
  • FIG 15B is an overview of the interactive chat application with the live customer service.
  • FIG 1 is a high level diagrammatic representation of the constituting network of factors involved in the process of a customer initiating an access to the He virtual mall, through the internet by either using a computer system (500) or a PDA system (500 A) or a mobile palmtop device (500 B) (this is illustrative of the adaptive and versatile accessibility of He), from anywhere in the world.
  • the customer connects to the ISP (501), which connects to the Internet backbone (502) through which the client can invoke He (503).
  • the application provides for simultaneous accesses to a 'rendezvous window' in the He server, from multiple locations to enable friends and relatives conduct 'chat shopping' at Label 5.
  • FIG 2 displays the homepage of the virtual mall (102), with the it (as illustrated).
  • Label 21 displays the browser's address bar, tool bar and menu, which facilitate navigation.
  • the homepage also indicates the name of the virtual mall (100).
  • FIG 3 is a block diagrammatic representation of the front-end screen, which enables the customer to initiate a dialog with iie.
  • Label 1 Label 2 display logos, commercial captions, and Label 3 display the iie logo.
  • the customer clicks on the iie logo (101) in the homepage of the virtual mall (102) the customer is navigated to the initiation screen (FIG 2), wherein the customer types the desired text into the text box (Label 14) (after formalities of authentication and verification are completed in the case of a registered customer).
  • This initiates a dialog with iie, the sequence of which is recorded and displayed in Label 16.
  • This record of conversation is relayed to the live customer support in the event of the customer desiring to connect with the live customer support (XII).
  • Label 8 voices enables the system and can facilitate wireless applications.
  • Clicking Label 9 and Label 15 facilitates simultaneous accesses to a 'rendezvous window' from multiple locations to enable friends, relatives and other customers to conduct 'chat shopping' at Label 5, which also displays the conversation between the customer and iie.
  • Label 11 opens up a conversation between the customer and the live customer support.
  • Label 6 displays a detailed inventory of the selected item viz., colour, dimension, model etc. When the customer exercises his option by choosing from Label 6 the item of choice is displayed in Label 17.
  • Label 7 displays localized news items of interest viz., weather report, daily headlines, share market etc. This information will be in tune with the customer's locality.
  • Label 4 displays any relevant pictorial graphic
  • Label 6 displays the available list of options fo ⁇ a selected product. For example, if the customer selects a mobile telephone, label lists out the different models of the mobile telephone available in the mall. This is dynamically generated by iie. Once a list of mobile telephones is identified based on the customer's selection criteria, iie displays the details of all the items in this label. As the customer scrolls through the list displayed in the label, the corresponding picture will be displayed at Label 17. The backend will come up with the right set of qualifiers to identify a product or information and also will supply a si each qualifier. This will help the customer to pinpoint the product quickly and easily.
  • Label 10 displays the home button, which facilitates the customer to get back to the home page of the mall.
  • Label 12 displays the OK button, which communicates a customer's commands to the system.
  • Label 13 displays a query button. When the customer asks a question and iie retrieves an answer from the ieKBase (LX).
  • Label 15 displays the button, which facilitates the customer to communicate with other users who are also online and logged on to the web site.
  • Label 18 displays the browser address bar in which the URL request is typed.
  • Label 19 displays the browser buttons.
  • Label 20 displays the browser menu.
  • FIG 4 is an embodiment of the entire iie Technology architecture. It depicts the customer (FIG 1), accessing the iie server through the Network security (1000) and connecting with the ieBus (1001) on to which the iie functional components are networked for coordinated implementation of tasks.
  • the ieConverse (XI) facilitates interaction between the customer and the backend live customer support. The ensuing interaction is linked to the conversation that the customer has already had with He.
  • the iecatalog (I) displays the stock status while networking and functioning in tandem with the ielnventory FIG 12.
  • the ieCatalog is an He business process incorporated in the system. One cannot simply scan a picture of a shoe and put it on the web site and expect that to sell.
  • the online ieCatalog process simulates a live process viz., taking the item out of the box and putting it on display
  • the process allows one to define the service and the information more clearly so that e ieTrainer (FIG VIII) can create a script and facilitate the ieBOSS communicate with a live script.
  • the ieKBase database (LX) which is enhanced through every single encounter experience with customers keeps analyzing constantly on factors like - what is working and what is not working? How can one improve the conversation and make it more intelligent and engaging? The answer is in the experience data. Appropriate drilling based on the data accumulated by ieKBase, builds intelligence into ieBOSS.
  • ielnfo (X) is a database of assorted and classified information relating to each and every aspect of customer encounter. This information is sorted out from the ieKBase and classified appropriately to facilitate access any time in the future. This ii in content and could enormous contribute to customer survey, product movement, delivery schedules etc. This enables effective analysis of factors that relate to customer relations, product and stock management, peak and lean season trade, consumer demand pattern, supply requirement etc.
  • ieCusinfo (1002) is a database exclusively dedicated to the individual customer. It contains the product affinity, choice and preferences that a customer would exercise while on a virtual visit to the mall.
  • the information is assorted on an individual basis right from the very first encounter with any customer and every other encounter is a build up or update to the previous ones. This information could include socially acceptable personal information, which would be maintain under strict security parameters.
  • a panel a live customer support personnel (XII) is networked to the ieBus to coordinate with the iie or the customer if an when required.
  • FIG 5 to FIG 12 are an embodiment of backend systems and subsystems :
  • FIG 5 depicts the subsystem, which enables a backend system operator to create a mall isle map (103).
  • the backend operator enters the product name and the description in Label 1 and Label 2 and drag and drops them into the corresponding isle map. Once this is stored in the backend, the He front end automatically displays it in the isle map. It is one of the /e2?Os supplied by iie Technologies to a retail business website.
  • ieCatalog helps the customer to define the product so that ieBOSS can display online, the dynamically generated mall map, make counter offer, take rain checks to deliver in the future, or even allow bargaining.
  • ieCatalog also niakes the transaction truly online by interacting with the live inventory.
  • a -> Product map or isle map of a virtual mall For example, Men items
  • B - Product map or isle map of a virtual mall For example, Women items 103 - ⁇ Isle map
  • FIG 6 represents the constituent components of the ieBOSS (VH).
  • the present invention works with scripts instead of traditional screen input and output.
  • a new application layer called ieBOSS (ieBusiness Object Script Simulator), is be introduced between the end-customer and the software application.
  • the software applications are a totally Object Oriented Programming System which means that the application software will be a package of very many software modules that function independently. These software modules are combined with higher-level functional groups and are called ieBO (teBusiness Objects) (119).
  • Human customer service support (CSS) (XII) use ieTrainer (VIII) to train ieBOSS to communicate between end- customer and the software application.
  • the CSS trains ieBOSS one time for each single conversation and provides link between conversations. Based on the training rendered ieBOSS interacts and converses on it's own. Every interaction it has with the customer is totally unique as the flow of the conversation is structured to correspond with the thought process of the end- customer.
  • the ieBOSS is the main module, which controls the other sub-modules and is responsible for maintaining the dialogue between the customer and the system. It is like an operator console to iie. It consists of several modules viz., A - Session Manager. This module records a the
  • C -> Security Administration This module maintains the system's integrity and restricts any malicious entry (Security sub system).
  • D System Administrator. Overall system administration.
  • E Database Administrator. Since iie is a database driven application, the database needs to be fine tuned and maintained, which is done by tins module F -> ieBO Manager. All the business functionalities are defined in this module. The Business objects are also controlled by this module.
  • FIG 7 is illustrative of the sub-system that maintains the ieBOs.
  • ⁇ Business Objects or the times operational Software Application Packages are grouped by the operational functions and they are distinct object oriented systems.
  • Each ieBO has its set of ieBO scripts and name of function(s) for processing the responses of the customers.
  • 119 indicates the ieBO Name, while 120 contains ID of the ieBO function and 121 defines the ieBO function parameter.
  • the ieBO's functional response information are stored in 122, 123 contains the ieBO's result data and 124 contains the ieBO's functional result after the objective has been executed.
  • This backend system allows iie to be configured in such a way that, when the customer wants to buy a specific product, iie backend system picks up the product from the inventory, based on the response it gets from iie. For example, if the product was available, ieBO would respond with a return value based on which the iie script is generated for the customer, giving details of availability, price discount etc.
  • Function Al the authentication of the customer ID and password while A2 facilitates retrieval of the benefit information from database and thereafter display it.
  • A3 enbles the retrieval of specified data from the database, for example, a list of doctors m a particular locality, and thereafter display it.
  • $$ indicates the Display and Accept Variable.
  • ## indicates the item in the drop down list box. The number following this is the code and the text is the display value.
  • the following table is an illustration of the Script Table 5 used by ieBOSS to drive the dialogue.
  • a set of teBOs is selected in the required sequence to accomplish a meaningful dialogue and the ieBO scripts associated with the teBOs are stored in the ieBO Script Table wherein each ieBO has a script ID, Customer Script, Function Code, Response Code, le Script Link Script ID
  • the ieBOSS initiates with ieBO Log in, (the first ieBO is indicated by Config mi file), and gets the set of 'Script Rows' for this ieBO from ieBO Script Table and looks for the 'Customer Script' in the first script row It will parse the Customer script for variables, which are dentif ⁇ ed by prefix $$ From the database it gets the attributes of the va ⁇ able(s) The script along with the variables is converted to an Applet and sent to the customer's machine for display and accepting the customer's response When the customer enters the value or makes his choice and presses submit button, ieBOSS receives the values The values are stored in the memory The ieBOSS checks if there are any functions associated with this script line for processing the
  • the ieBOSS gets from the database the possible return values and the link to the next script Depending on the return value it knows what L ⁇ e Script' reply needs to be displayed at the customer's machine and which script line has to be executed next The reply is displayed and the processing of the next script line starts The next script line may be another line in the same
  • FIG 8 is a flow chart representation of the le Script Process Step 131 retrieves the ieBO script row from Database using Script lmk id while step 132 checks the Script If the script is empty, the system calls the function for this script line to process the customer's response and
  • step 138 If additional set of values are returned, they are stored in the memory (step 138) If the script is not empty the system parses Customer Script (133) and if variables are found (step 134), the customer script is converted into an applet (step 136) and if variables are not found the attributes of, the variables are retrieved from the database (step 135) The applet is then sent to the customer's machine to get the customer's response Then the system calls the
  • step 138 the zeSc ⁇ pt and the Link Script ID for the return value is retrieved from the database (step!39) after which the reScnpt is converted to an applet (step 140) and the applet is sent to the customer's machine for display (step 141).
  • the Link Script ID line step 142).
  • the dialogue is driven by a Product Qualifier Table, which has defined characteristics (Qualifiers) for each product and script associated with that qualifier and Product Qualifier Value Table having the set of possible values for each qualifier.
  • Product Qualifier Table which has defined characteristics (Qualifiers) for each product and script associated with that qualifier and Product Qualifier Value Table having the set of possible values for each qualifier.
  • Quantifiers defined characteristics for each product and script associated with that qualifier
  • Product Qualifier Value Table having the set of possible values for each qualifier.
  • This table has a list of products and an unique ID assigned to each product.
  • the product JD lists the code number for the product while product name consists the name of each product.
  • This table lists set of qualifiers (attributes) associated with each product. For each product, there may be multiple rows of qualifiers.
  • Product * ID is the Code number for the Product and Qualifier ID Code for the Attribute or
  • Qualifier of the Product A Product can have any number of Qualifiers.
  • Qualifier Name is the Name for the Qualifier of the Product and Operator is the functionality used when checking the specified Qualifier Value in the database.
  • Flex Level is the level of Flexibility of the Qualifier, for example, a buyer of shirt will not settle for a medium size instead of large, whereas, he may be willing to take different color from what he had in mind.
  • the Qualifier Size will have flexibility level of 0 (not flexible) and Qualifier Color may have a flexibility level of say 3 (in a scale of 0 to 5). This will be helpful in offering the customer an alternate choice if exact match of his requirement is not available.
  • the highest flexible qualifier may be dropped from the selection criteria to widen the choice. This level has to be periodically adjusted by the artificial intelligence module through experience on the customer preferences over period of time
  • Some Qualifiers depend on some other qualifiers). For example, the model of a car depends on the make of the car. Only after finding out, what make the customer is interested in, the different models if that make can be offered. If the qualifier is independent, it will have value 0. If it is dependent on another qualifier, that qualifier id has to be stored here.
  • Mandatory Order is related to the dependence of one qualifier on the other.
  • the qualifier which is dependent has to follow after the one it is dependent on.
  • the Query Text facilitates coining of words and phrases for framing the appropriate question or part of question for this qualifier.
  • Table 5 Product Qualifier Values This table has list of possible qualifier values for each qualifier associated with a product. For each qualifier of a product, there may be multiple rows of qualifier values.
  • Product JD is the code number for the Product while the Qualif
  • Attribute or Qualifier of the Product and Qualifier Value ID is the code for the Qualifier Value, which is the actual value for the qualifier. If Color is the qualifier, each possible color for the product is the value for the qualifier for the product. Preference Level is similar to flexibility level. It is a measure of the preference of the customers for this qualifier. For example, if White is the most preferred shirt color, it will be given high preference level, say 5 (in a scale of 1 to 5) and if black is the least preferred color, it may be given preference level say 1. Like Flexibility level, this one also has to be fine tuned through experience and will be used in offering alternate choice when exact matching item is not available.
  • the inventory table (Table 6 and Table 7) is also queried to ascertain the availability of the product matching the customer's specifications. If not available, alternate product(s) which are closer to the specification are offered as alternate options.
  • Each qualifier has a flexibility level associated with it, which is updated based on the experience over a period of time. This helps in deciding the next best alternate product matching the customer's specification.
  • one or more qualifiers may be dependent on another qualifier and an option on a qualifier cannot be prompted unless the customer lets the system know about the choice of that independent qualifier. In some cases, choices have to be asked in a particular sequence due to dependency on one over the previous ones. These are set through the mandatory sequence level and cross dependency values set of each qualifier. Table 6 - Inventory
  • This table has inventory of each item of a product.
  • Item is entity of a product having unique characteristics.
  • Each product can have multiple items in the inventory.
  • Unique Item ID is the unique number assigned to an item of a product with a unique combination of qualifier values. It can be UPC (Universal Product Code).
  • Product ID is the code number for the Product.
  • the item Short Description briefly describes the item while the Item Long Description elaborately describes the item including all its attributes and specifications.
  • Item Unit Price is the unit price of the item and Item Qty on stock indicates the Quantity on stock. Discount Rate and Special Price offers are also included in this column.
  • Table 7 - Item Property This table lists the Qualifier Value Id for each qualifier of an item in the Inventory table. For each Item, there will be multiple rows - one for each Qualifier Id and its Value Id. When the Qualifier Value is descriptive or in the form of a combination and therefore cannot be codified, it is then stored in this column. The Qualifier Value Id in this case will be 0.
  • FIG 9 depicts the Script Manager.
  • This subsystem allows the backend system operator/Administrator to define the general variables.
  • the ieBOSS requires several generic variables during the script generation process.
  • the sub system allows creation of such variables. For example, if the customer logs on to iie, the first conversation would be a greeting, which is displayed as a script ' Good Morning, Mr. Jehovah', Label 5.
  • 'Mr' and 'Good Morning' are variables that would be dynamically selected dynamically and appropriately by iie when a customer logs into iie.
  • 125 is the title of General Variable and 126 0 are contextual variables viz., Mr/Ms or Good Morning Good Afternoon or Yes/No etc.
  • FIG 10 depicts the Decision Support System, which allows the backend administrator to put process logic into the system.
  • 127 A Initiates the function based on customer input (Label 5), while 127 B parses the function parameters and 127 C receives response from the function.
  • 127 5 D invokes the function to continue the interaction either by displaying the product in consideration or switch to a different other options and 127 E terminates the process with appropriate courtesies.
  • the ieBOSS which is the brain process of the system, requires decision support logic during the script generation
  • Step 143 retrieves the set of
  • Step 144 acquires the next qualifier row from the memory. If no qualifier is available (step 145) left, an applet is made using the current query script line and the stored qualifier values (step 152). If qualifier is available a check is done to analyze the 5 requirement for a mandatory sequence (step 146) and the qualifier is added to the condition list (step 147) and this qualifier is added to the non mandatory list after which the set of qualifier values for this qualifier is retrieved from the database and stored in the memory.
  • step 149 the query text is appended to the current query script line (step 1 qualifier (step 149), either a set of qualifier values for this qualifier is retrieved from the database (step 150) or the set of qualifier values for this qualifier is retrieved including the previous dependent qualifier value(s) as conditions from the mandatory condition list (stepl51).
  • An applet is made using the current query script line and the stored qualifier values (step 152) and an applet is also made by using the query text for this qualifier and the list of values obtained (step 153), after which the applet is sent to the customer's machine to ascertain his choice. Thereafter the qualifiers and their values are stored in a non mandatory conditions list (step 154).
  • the applet is also sent to the customer's machine to ascertain the customer's choice after which the qualifiers and their values are stored in a mandatory conditions list (step 155).
  • the database is queried (157) to get the list of items matching the criteria., (qualifiers with value 0 are ignored) (step 156). If matching rows are located an applet is created to display the matching list so as to ascertain the customer's choice (step 158). If matching rows are not found the database is queried by removing the nearest flexible condition (stepl 59).
  • FIG 12 depicts the Product Specification Screen which comprises of input like qualifier and attributes from the backend system operator to facilitate selection of products based on which the product is selected from ielnventory ( FIG 13).
  • the ielnventory allows the backend system customer ascertain stock status and arrival schedules.
  • This screen is also a part of ieCatalog. It allows the backend system operator to feed the iie system with input like qualifier, attributes and value of the respective product.
  • the product is selected from the zeinventory.
  • 110 contains the Product code and 110 A the Product code Caption.
  • Il l contains Product Desctiption and 111 A the Product Desctiption Caption.
  • 112 contains Product Attirbute and 112 A the Product Attirbute Caption.
  • 113 comprises of He 's relavent textual response and 113 A contains the iie Script.
  • 114 contains the Product value caption and 114 A the Value.
  • 115 is the embodiment of the Product Specification database.
  • FIG 13 depicts the ielnventory screen, which allows the backend system to find out the exact stock in the virtual mall and links the stock status with the iecatalog.
  • the selected product's description and the attributes along with the product's picture is also displayed.
  • 116 is the Database on individual product, while 117 is the Qualifier Pictorial display of individual product (Tables 3 to 6).
  • FIG 14 depicts the ieTrainer, which enables the human customer service support and the system administrator to build the script for ieBOSS. Building the script is made very easy by resorting to the drag and drop technology.
  • the ieTrainer improvises and improves the ieScript based on experience and information gathered with each customer encounter.
  • 119 A is the link to Script id (calls corresponding ieBO) and 128 is where the ID' s of the script are available in the database.
  • 129 comprises the Customer Script ie., Script relevant to the script id in the database and 130 is the ie Script ie., script retrieved from the database based on the response from the function which is called by ieBO
  • FIG 15 is an overview to the initial transaction.
  • the customer chooses a link or gives an URL with the URL box to which the browser (XX) responds by requesting the page from the web server (YY) and the server passes the request to the servlet (ZZ).
  • the servlet responds with the HTML containing an applet tag that references the required jar file.
  • the browser find the applet tag and downloads the jar file from the web server (YY), following which the applet initializes and gets started with an initial drawing on the screen.
  • FIG 15A is an overview to the subsequent transaction.
  • the applet (WW) communicates with the web server directly and since the browser (XX) is not involved it will not redraw.
  • the web server (YY) communicates with the servlet instead of setting up a separate set of sockets. This avoids problems with firewalls.
  • FIG 15B is an overview to the chat transaction.
  • sequence buffers messages from both the applet (WW) and the chat application (CA). Both the applet (WW) and the chat application (CA) communicate with the servlet periodically to read from and add to these buffers.
  • sequence 3 and 4 communication with the chat application is through the local area network.
  • All communications from the applet (WW) are embedded in HTML tags to fool proxies that check content. This is not however necessary for the chat application.
  • Servlet (ZZ) sessions eliminate the need for any kind of threading.
  • the applet (WW) can keep a separate panel for chat.
  • the applet (WW) can keep a separate panel for chat and this eliminates the need for a reload and redraw.

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  • Business, Economics & Management (AREA)
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Abstract

La technologie de commerce électronique intelligent est la personnification électronique d'un représentant du service clientèle qui a pour tâche d'interagir avec des clients virtuels et de connecter ainsi intelligemment le client avec une ressource de service clientèle automatique à tout moment et en tout lieu de résidence du client afin de réaliser une vente sur un portail commercial ou de fournir un service clientèle sur un portail non-commercial. Ce nouveau représentant de la nouvelle technologie peut s'adapter et subir des formations, de manière à correspondre au commerce électronique et à l'environnement du télécommerce mobile en constant changement. La versatilité de la présente invention offre une palette incroyable pour l'improvisation constante et l'amélioration des caractéristiques, permettant ainsi des saisies cruciales qui renforceront le potentiel d'applications basées sur Internet. L'application de la présente invention peut également être étendue à des types de services et d'informations extrêmement variés. Cette technologie peut s'appliquer à tout environnement de navigateur basé sur un ordinateur personnel classique ou un assistant personnel numérique.
PCT/IN2000/000135 2000-12-29 2000-12-29 Technologie de commerce electronique interactif intelligent WO2002054303A1 (fr)

Priority Applications (1)

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PCT/IN2000/000135 WO2002054303A1 (fr) 2000-12-29 2000-12-29 Technologie de commerce electronique interactif intelligent

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WO2002054303A1 true WO2002054303A1 (fr) 2002-07-11

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Cited By (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP1536353A1 (fr) * 2003-11-27 2005-06-01 Michael R. Schneider Procédé et dispositif pour l'exploitation d'un magasin en ligne avec génération personnalisée du prix
US20090210797A1 (en) * 2008-02-20 2009-08-20 Brian John Cragun Accessibility in virtual worlds using tags
US20160248708A1 (en) * 2005-12-01 2016-08-25 Peter Warren Computer-implemented method and system for enabling network communication using sponsored chat links
US11079896B2 (en) 2015-12-29 2021-08-03 Emd Millipore Corporation Interactive system and method of instrumenting a bio-manufacturing process
CN115563584A (zh) * 2022-11-29 2023-01-03 支付宝(杭州)信息技术有限公司 一种模型训练方法、装置、存储介质及电子设备

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US5309355A (en) * 1984-05-24 1994-05-03 Lockwood Lawrence B Automated sales system
WO2000033226A1 (fr) * 1998-11-30 2000-06-08 Siebel Systems, Inc. Centres d'appels script intelligent
US6125356A (en) * 1996-01-18 2000-09-26 Rosefaire Development, Ltd. Portable sales presentation system with selective scripted seller prompts

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5309355A (en) * 1984-05-24 1994-05-03 Lockwood Lawrence B Automated sales system
US6125356A (en) * 1996-01-18 2000-09-26 Rosefaire Development, Ltd. Portable sales presentation system with selective scripted seller prompts
WO2000033226A1 (fr) * 1998-11-30 2000-06-08 Siebel Systems, Inc. Centres d'appels script intelligent

Cited By (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP1536353A1 (fr) * 2003-11-27 2005-06-01 Michael R. Schneider Procédé et dispositif pour l'exploitation d'un magasin en ligne avec génération personnalisée du prix
US20160248708A1 (en) * 2005-12-01 2016-08-25 Peter Warren Computer-implemented method and system for enabling network communication using sponsored chat links
US11070498B2 (en) * 2005-12-01 2021-07-20 Peter Warren Computer-implemented method and system for enabling network communication using sponsored chat links
US20090210797A1 (en) * 2008-02-20 2009-08-20 Brian John Cragun Accessibility in virtual worlds using tags
US8645846B2 (en) * 2008-02-20 2014-02-04 International Business Machines Corporation Accessibility in virtual worlds using tags
US11079896B2 (en) 2015-12-29 2021-08-03 Emd Millipore Corporation Interactive system and method of instrumenting a bio-manufacturing process
CN115563584A (zh) * 2022-11-29 2023-01-03 支付宝(杭州)信息技术有限公司 一种模型训练方法、装置、存储介质及电子设备

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