IN2014KN02618A - - Google Patents

Info

Publication number
IN2014KN02618A
IN2014KN02618A IN2618KON2014A IN2014KN02618A IN 2014KN02618 A IN2014KN02618 A IN 2014KN02618A IN 2618KON2014 A IN2618KON2014 A IN 2618KON2014A IN 2014KN02618 A IN2014KN02618 A IN 2014KN02618A
Authority
IN
India
Prior art keywords
customer
data
channels
facebook
intent
Prior art date
Application number
Inventor
Eric Wasserman
Patrick Nguyen
Andrew Chang
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 IN2014KN02618A publication Critical patent/IN2014KN02618A/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
    • G06Q30/0241—Advertisements
    • G06Q30/0251—Targeted advertisements
    • G06Q30/0269—Targeted advertisements based on user profile or attribute
    • G06Q30/0271—Personalized advertisement

Landscapes

  • Business, Economics & Management (AREA)
  • Strategic Management (AREA)
  • Engineering & Computer Science (AREA)
  • Accounting & Taxation (AREA)
  • Development Economics (AREA)
  • Finance (AREA)
  • General Physics & Mathematics (AREA)
  • Economics (AREA)
  • Marketing (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • Theoretical Computer Science (AREA)
  • Game Theory and Decision Science (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Telephonic Communication Services (AREA)
  • Information Transfer Between Computers (AREA)
  • User Interface Of Digital Computer (AREA)

Abstract

A customer support system exchanges customer data, such as the customer's identity, activity, etc. across multiple channels to enable better customer service. A further embodiment of the invention collects user interaction data from non- CCS channels, such as Facebook® posts, and predicts the intent of customer to provide services to the customer accordingly.
IN2618KON2014 2012-05-25 2013-05-24 IN2014KN02618A (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US201261652022P 2012-05-25 2012-05-25
US13/763,456 US20130317993A1 (en) 2012-05-25 2013-02-08 Method and apparatus for linking user sessions and establishing identity across channels
PCT/US2013/042650 WO2013177517A1 (en) 2012-05-25 2013-05-24 Method and apparatus for linking user sessions and establishing identity across channels

Publications (1)

Publication Number Publication Date
IN2014KN02618A true IN2014KN02618A (en) 2015-05-08

Family

ID=49622349

Family Applications (1)

Application Number Title Priority Date Filing Date
IN2618KON2014 IN2014KN02618A (en) 2012-05-25 2013-05-24

Country Status (5)

Country Link
US (1) US20130317993A1 (en)
EP (1) EP2856743A4 (en)
AU (1) AU2013266157B2 (en)
IN (1) IN2014KN02618A (en)
WO (1) WO2013177517A1 (en)

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US9635067B2 (en) 2012-04-23 2017-04-25 Verint Americas Inc. Tracing and asynchronous communication network and routing method
US20130282844A1 (en) 2012-04-23 2013-10-24 Contact Solutions LLC Apparatus and methods for multi-mode asynchronous communication
US9491249B2 (en) 2013-10-25 2016-11-08 Dorin ROSENSHINE Integrating offsite activities related to chat and text messaging with online data records
CA2927971C (en) 2013-10-25 2022-07-05 Dorin R. Rosenshine Tracking and management of voice calls and form submissions related to accessing network based content
BR112016017972B1 (en) * 2014-02-06 2022-08-30 Contact Solutions LLC METHOD FOR MODIFICATION OF COMMUNICATION FLOW
US9582829B2 (en) 2014-05-06 2017-02-28 Bank Of America Corporation Dynamically modifying an application questionnaire
US9632984B2 (en) 2014-05-06 2017-04-25 Bank Of America Corporation Customizing content presentation format in accordance with the category of device used to access the content
US10484539B2 (en) * 2014-05-27 2019-11-19 Genesys Telecommunications Laboratories, Inc. System and method for managing interaction flow for contact centers
CN105450876A (en) * 2014-06-11 2016-03-30 阿里巴巴集团控股有限公司 Voice broadcast method and related system
US20160269316A1 (en) * 2014-08-28 2016-09-15 C-Grip Co., Ltd. Acceptance device,acceptance system, acceptance method, and program
US10706432B2 (en) * 2014-09-17 2020-07-07 [24]7.ai, Inc. Method, apparatus and non-transitory medium for customizing speed of interaction and servicing on one or more interactions channels based on intention classifiers
EP3234886A4 (en) * 2014-12-19 2018-06-13 Outleads, Inc Integrating offsite activities related to chat and text messaging
EP3761625B1 (en) * 2015-05-27 2022-11-02 Greeneden U.S. Holdings II, LLC Flow designer for contact centers
US10805244B2 (en) 2015-07-16 2020-10-13 At&T Intellectual Property I, L.P. Service platform to support automated chat communications and methods for use therewith
WO2017024248A1 (en) 2015-08-06 2017-02-09 Contact Solutions LLC Tracing and asynchronous communication network and routing method
WO2017049310A1 (en) 2015-09-18 2017-03-23 Mms Usa Holdings Inc. Micro-moment analysis
FR3046283A1 (en) * 2015-12-24 2017-06-30 Orange AUTOMATIC METHOD AND DEVICE FOR DETERMINING A CLIENT ROUTE IN A MULTICANAL COMMUNICATION SYSTEM
US11126984B2 (en) * 2016-03-30 2021-09-21 Ncr Corporation Real-time service processing
US9785715B1 (en) * 2016-04-29 2017-10-10 Conversable, Inc. Systems, media, and methods for automated response to queries made by interactive electronic chat
AU2017383460A1 (en) * 2016-12-19 2019-08-08 Groupon, Inc. GPS determined location based access to linked information and delivery thereof
CA3053957A1 (en) 2017-02-17 2018-08-23 Richard Huffman Universal digital identity authentication service
US11223693B1 (en) 2017-11-21 2022-01-11 Amdocs Development Limited System, method, and computer program for aggregating channel agnostic data
CA3083958A1 (en) * 2017-12-01 2019-06-06 OneMarket Network LLC Maintaining context in transaction conversations
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
US10999434B1 (en) * 2020-06-02 2021-05-04 Bank Of America Corporation Artificial intelligence (“AI”) integration with live chat
US11683325B2 (en) * 2020-08-11 2023-06-20 Capital One Services, Llc Systems and methods for verified messaging via short-range transceiver

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US6046762A (en) * 1997-04-01 2000-04-04 Cosmocom, Inc. Multimedia telecommunication automatic call distribution system
US20060099931A1 (en) 2004-11-09 2006-05-11 Tony Trujillo Automatic phone number to website linking system and method
US8396741B2 (en) * 2006-02-22 2013-03-12 24/7 Customer, Inc. Mining interactions to manage customer experience throughout a customer service lifecycle
EP2109847A4 (en) * 2006-12-15 2010-09-29 Accenture Global Services Gmbh Cross channel optimization systems and methods
US8468271B1 (en) * 2009-06-02 2013-06-18 Juniper Networks, Inc. Providing privacy within computer networks using anonymous cookies
US20120072358A1 (en) 2010-09-16 2012-03-22 Cisco Technology, Inc. Customer care replies on social media
US10129211B2 (en) * 2011-09-15 2018-11-13 Stephan HEATH Methods and/or systems for an online and/or mobile privacy and/or security encryption technologies used in cloud computing with the combination of data mining and/or encryption of user's personal data and/or location data for marketing of internet posted promotions, social messaging or offers using multiple devices, browsers, operating systems, networks, fiber optic communications, multichannel platforms
US20130073374A1 (en) * 2011-09-15 2013-03-21 Stephan HEATH System and method for providing combined coupon/geospatial mapping/ company-local & socially conscious information and social networking (c-gm-c/l&sc/i-sn)
US9092801B2 (en) * 2011-09-23 2015-07-28 24/7 Customer, Inc. Customer journey prediction and resolution
US9992334B2 (en) * 2011-10-13 2018-06-05 Nuance Communications, Inc. Multi-modal customer care system
US8942369B2 (en) * 2012-02-28 2015-01-27 Teletech Holdings, Inc. Method for providing support services using multi-channel navigator and route sequences

Also Published As

Publication number Publication date
AU2013266157B2 (en) 2015-07-09
US20130317993A1 (en) 2013-11-28
AU2013266157A1 (en) 2014-11-27
EP2856743A1 (en) 2015-04-08
EP2856743A4 (en) 2015-12-02
WO2013177517A1 (en) 2013-11-28

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