FR2943159B1 - Procede d'assistance a un operateur d'un centre d'appels - Google Patents
Procede d'assistance a un operateur d'un centre d'appelsInfo
- 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
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)
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)
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)
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 |
-
2009
- 2009-03-16 FR FR0951651A patent/FR2943159B1/fr active Active
-
2010
- 2010-02-12 JP JP2012500291A patent/JP5384717B2/ja not_active Expired - Fee Related
- 2010-02-12 KR KR1020117024063A patent/KR101341366B1/ko not_active IP Right Cessation
- 2010-02-12 CN CN2010800121932A patent/CN102356392A/zh active Pending
- 2010-02-12 US US13/256,411 patent/US20120096024A1/en not_active Abandoned
- 2010-02-12 EP EP10708340A patent/EP2409249A1/fr not_active Withdrawn
- 2010-02-12 WO PCT/FR2010/050243 patent/WO2010106260A1/fr active Application Filing
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 |