FR2943159B1 - Procede d'assistance a un operateur d'un centre d'appels - Google Patents

Procede d'assistance a un operateur d'un centre d'appels

Info

Publication number
FR2943159B1
FR2943159B1 FR0951651A FR0951651A FR2943159B1 FR 2943159 B1 FR2943159 B1 FR 2943159B1 FR 0951651 A FR0951651 A FR 0951651A FR 0951651 A FR0951651 A FR 0951651A FR 2943159 B1 FR2943159 B1 FR 2943159B1
Authority
FR
France
Prior art keywords
assisting
operator
call center
call
center
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
FR0951651A
Other languages
English (en)
Other versions
FR2943159A1 (fr
Inventor
Christian Jacolot
Sophie Bogard
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.)
Alcatel Lucent SAS
Original Assignee
Alcatel Lucent SAS
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 to FR0951651A priority Critical patent/FR2943159B1/fr
Application filed by Alcatel Lucent SAS filed Critical Alcatel Lucent SAS
Priority to EP10708340A priority patent/EP2409249A1/fr
Priority to JP2012500291A priority patent/JP5384717B2/ja
Priority to PCT/FR2010/050243 priority patent/WO2010106260A1/fr
Priority to KR1020117024063A priority patent/KR101341366B1/ko
Priority to US13/256,411 priority patent/US20120096024A1/en
Priority to CN2010800121932A priority patent/CN102356392A/zh
Publication of FR2943159A1 publication Critical patent/FR2943159A1/fr
Application granted granted Critical
Publication of FR2943159B1 publication Critical patent/FR2943159B1/fr
Active legal-status Critical Current
Anticipated expiration legal-status Critical

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
    • G06F16/33—Querying
    • G06F16/332—Query formulation
    • G06F16/3329—Natural language query formulation or dialogue systems
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
    • G06F16/33—Querying
    • G06F16/3331—Query processing
    • G06F16/3349—Reuse of stored results of previous queries

Landscapes

  • Engineering & Computer Science (AREA)
  • Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Computational Linguistics (AREA)
  • Data Mining & Analysis (AREA)
  • Databases & Information Systems (AREA)
  • General Engineering & Computer Science (AREA)
  • General Physics & Mathematics (AREA)
  • Mathematical Physics (AREA)
  • Artificial Intelligence (AREA)
  • Human Computer Interaction (AREA)
  • Telephonic Communication Services (AREA)
FR0951651A 2009-03-16 2009-03-16 Procede d'assistance a un operateur d'un centre d'appels Active FR2943159B1 (fr)

Priority Applications (7)

Application Number Priority Date Filing Date Title
FR0951651A FR2943159B1 (fr) 2009-03-16 2009-03-16 Procede d'assistance a un operateur d'un centre d'appels
JP2012500291A JP5384717B2 (ja) 2009-03-16 2010-02-12 コールセンタのオペレータのための支援方法
PCT/FR2010/050243 WO2010106260A1 (fr) 2009-03-16 2010-02-12 Procede d'assistance a un operateur d'un centre d'appels
KR1020117024063A KR101341366B1 (ko) 2009-03-16 2010-02-12 콜 센터 오퍼레이터 보조 방법
EP10708340A EP2409249A1 (fr) 2009-03-16 2010-02-12 Procede d'assistance a un operateur d'un centre d'appels
US13/256,411 US20120096024A1 (en) 2009-03-16 2010-02-12 Assistance method for a call center operator
CN2010800121932A CN102356392A (zh) 2009-03-16 2010-02-12 用于呼叫中心操作者的辅助方法

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
FR0951651A FR2943159B1 (fr) 2009-03-16 2009-03-16 Procede d'assistance a un operateur d'un centre d'appels

Publications (2)

Publication Number Publication Date
FR2943159A1 FR2943159A1 (fr) 2010-09-17
FR2943159B1 true FR2943159B1 (fr) 2016-10-21

Family

ID=41131616

Family Applications (1)

Application Number Title Priority Date Filing Date
FR0951651A Active FR2943159B1 (fr) 2009-03-16 2009-03-16 Procede d'assistance a un operateur d'un centre d'appels

Country Status (7)

Country Link
US (1) US20120096024A1 (fr)
EP (1) EP2409249A1 (fr)
JP (1) JP5384717B2 (fr)
KR (1) KR101341366B1 (fr)
CN (1) CN102356392A (fr)
FR (1) FR2943159B1 (fr)
WO (1) WO2010106260A1 (fr)

Families Citing this family (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
MY193313A (en) * 2017-09-13 2022-10-04 Halliburton Energy Services Inc Optical analysis of wellbore fluid demulsifiers
KR102315916B1 (ko) * 2020-10-22 2021-10-21 쿠팡 주식회사 상담원 지원 방법 및 그 연산 장치

Family Cites Families (24)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6173052B1 (en) * 1992-06-25 2001-01-09 Apropros Technology Blending communications in a call center
US6223165B1 (en) * 1999-03-22 2001-04-24 Keen.Com, Incorporated Method and apparatus to connect consumer to expert
US6587556B1 (en) * 2000-02-25 2003-07-01 Teltronics, Inc. Skills based routing method and system for call center
US7321298B2 (en) * 2000-02-25 2008-01-22 Harris Corporation Skills based routing method and system for call center
US6434550B1 (en) * 2000-04-14 2002-08-13 Rightnow Technologies, Inc. Temporal updates of relevancy rating of retrieved information in an information search system
US7216149B1 (en) * 2000-08-18 2007-05-08 International Business Machines Corporation Gathering enriched web server activity data of cached web content
US6766320B1 (en) * 2000-08-24 2004-07-20 Microsoft Corporation Search engine with natural language-based robust parsing for user query and relevance feedback learning
US7254641B2 (en) * 2001-01-30 2007-08-07 Intervoice, Inc. Digital multimedia contact center with tier escalation and deescalation in response to changed criteria
JP2002312568A (ja) * 2001-04-16 2002-10-25 Matsushita Electric Ind Co Ltd 顧客との意思伝達方法
WO2002103565A1 (fr) * 2001-06-14 2002-12-27 Firstdoor.Com, Inc. Procede et appareil pour fournir une reponse specifique a un utilisateur
US7023979B1 (en) * 2002-03-07 2006-04-04 Wai Wu Telephony control system with intelligent call routing
JP2003271615A (ja) * 2002-03-12 2003-09-26 Seiko Epson Corp 回答検索システムと回答検索方法と回答検索プログラム
JP2004038492A (ja) * 2002-07-02 2004-02-05 Nec Corp 有料情報提供方法及び同システム
US7356139B2 (en) * 2002-12-31 2008-04-08 At&T Delaware Intellectual Property, Inc. Computer telephony integration (CTI) complete hospitality contact center
US7606714B2 (en) * 2003-02-11 2009-10-20 Microsoft Corporation Natural language classification within an automated response system
US20040162724A1 (en) * 2003-02-11 2004-08-19 Jeffrey Hill Management of conversations
US7676034B1 (en) * 2003-03-07 2010-03-09 Wai Wu Method and system for matching entities in an auction
JP2004334454A (ja) * 2003-05-07 2004-11-25 Hitachi Ltd 知識情報の蓄積・再利用支援システム
US7119716B2 (en) * 2003-05-28 2006-10-10 Legalview Assets, Limited Response systems and methods for notification systems for modifying future notifications
US7616756B2 (en) * 2003-12-18 2009-11-10 International Business Machines Corporation Call center first access resolution
JP2006092473A (ja) * 2004-09-27 2006-04-06 Toshiba Corp 回答支援システムおよび装置、回答支援プログラム
US8825871B2 (en) * 2005-03-16 2014-09-02 Icontrol Networks, Inc. Controlling data routing among networks
US20060242248A1 (en) * 2005-04-22 2006-10-26 Heikki Kokkinen Shortcut generator for services accessible via a messaging service system
JP2008021077A (ja) * 2006-07-12 2008-01-31 Nec Fielding Ltd 事例参照システム、事例参照方法、事例蓄積サーバおよびプログラム

Also Published As

Publication number Publication date
CN102356392A (zh) 2012-02-15
FR2943159A1 (fr) 2010-09-17
JP5384717B2 (ja) 2014-01-08
KR101341366B1 (ko) 2013-12-13
KR20110136860A (ko) 2011-12-21
JP2012520532A (ja) 2012-09-06
EP2409249A1 (fr) 2012-01-25
WO2010106260A1 (fr) 2010-09-23
US20120096024A1 (en) 2012-04-19

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Legal Events

Date Code Title Description
GC Lien (pledge) constituted

Effective date: 20130923

RG Lien (pledge) cancelled

Effective date: 20141016

CA Change of address

Effective date: 20150521

CA Change of address

Effective date: 20150521

PLFP Fee payment

Year of fee payment: 8

PLFP Fee payment

Year of fee payment: 9