24/7 Customer, Inc., Patent applications |
Patent application number | Title | Published |
20140330769 | PREDICTIVE 411 - A system predicts the intent of a user and proactively offers to perform a query that satisfies that intent. Upon the user's acceptance of the offer, the system begins a search for related information. The system examines such factors as search terms typed or spoken by said user, historical attributes of said user, historical journey attributes of said user, current journey attributes of said user, user location, user movement, current time, user profile, user calendar, user information stored on, or associated with, a device within the user's possession. The system then makes a prediction of any of the user's intent, query category, and issue category. Based upon the results of the system's prediction, a query that is relevant to the user's intent and/or issue categories is presented and, upon the user's command, the results of the search are returned to the user. | 11-06-2014 |
20140006293 | MULTI-CHANNEL CUSTOMER IDENTIFICATION | 01-02-2014 |
20130331070 | DATA ASSISTANCE APPLICATION FOR MOBILE DEVICES - A data assist application allows people to share structured data, and update and/or collaborate in real time. Companies can use embodiments of the invention to send and/or receive structured data. Embodiments of the data assist application work standalone or while a user is talking to a person or a company. In use, information is spread when people share data with non-users. The data are preferably owned and/or controlled by the user and stored on user devices. Further embodiments of the invention integrate with OS-supplied data and third party apps. | 12-12-2013 |
20130317993 | METHOD AND APPARATUS FOR LINKING USER SESSIONS AND ESTABLISHING IDENTITY ACROSS CHANNELS - 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. | 11-28-2013 |
20130304578 | METHOD AND APPARATUS FOR ENHANCED IN-STORE RETAIL EXPERIENCE USING LOCATION AWARENESS - Embodiments of the invention provide a nexus between a user's presence within or proximate to a brick and mortar store outside of an explicit user transaction within the store, that is based solely upon the user's presence within the store, and not on any affirmative actions taken by the user by maintaining location awareness of the user and by communicating this awareness in real time, as the user moves from location to location, to brick and mortar stores at or near to the user's location. In this way, embodiments of the invention link the user's virtual presence, for example via the Internet, and all of the user-related information that is available for data mining, for example using big data techniques, to the user's physical presence at a physical location to create an enhanced user experience within the physical location in real time. | 11-14-2013 |
20130282595 | METHOD AND APPARATUS FOR OPTIMIZING WEB AND MOBILE SELF-SERVE APPS - An embodiment of the invention takes advantage of the fact that the intuitive power of a self-serve app lies in constant learning. The app must quickly evolve to predict customer needs and provide the right content to the right customer. In an embodiment, Web and mobile self-serve apps are optimized by leveraging the chat data of drop-off customers from each screen of the app. In an embodiment, self-serve drop-off data is combined with chat data, the customer's identity data and Web log data to provide a powerful source for driving the targeting and content optimization of the app. | 10-24-2013 |
20130282430 | METHOD AND APPARATUS FOR AN INTUITIVE CUSTOMER EXPERIENCE - Improvement of customer experiences during online commerce is accomplished by providing unique experiences to customers as a result of anticipating customer needs, simplifying customer engagement based on predicted customer intent, and updating system knowledge about customers with information gathered from new customer interactions. In this way, the customer experience is improved. | 10-24-2013 |
20130268468 | METHOD AND APPARATUS FOR INTENT MODELING AND PREDICTION - A method and apparatus enables identification of customer characteristics and behavior, and predicts the customer's intent. Such prediction can be used to adopt various business strategies to increase the chances of conversion of customer interaction to a sale, and thereby can increase revenue, and/or enhance the customer's experience. | 10-10-2013 |
20130211880 | CHAT CATEGORIZATION AND AGENT PERFORMANCE MODELING - Chat categorization uses semi-supervised clustering to provide Voice of the Customer (VOC) analytics over unstructured data via an historical understanding of topic categories discussed to derive an automated methodology of topic categorization for new data; application of semi-supervised clustering (SSC) for VOC analytics; generation of seed data for SSC; and a voting algorithm for use in the absence of domain knowledge/manual tagged data. Customer service interactions are mined and quality of these interactions is measured by “Customer's Vote” which, in turn, is determined by the customer's experience during the interaction and the quality of customer issue resolution. Key features of the interaction that drive a positive experience and resolution are automatically learned via machine learning driven algorithms based on historical data. This, in turn, is used to coach/teach the system/service representative on future interactions. | 08-15-2013 |
20130129076 | INTERACTION MANAGEMENT - A company/organization is enabled to optimize sessions from an agent's perspective across multiple channels. Actions may be performed, such as monitoring the journey of a user across a self service application, raising alerts to the agent based on the journey, selecting an appropriate agent to whom a session may be routed, raising alerts for a supervisor, enabling the supervisor to track sessions and intervene if required, enable the agent to run commands from an interaction window, push links to launch applications to supplement the primary interaction through appropriate mechanisms, show appropriate responses to the agent on analyzing the session, and providing shortcut keys for the agent to allow the agent to insert appropriate responses into a chat session. Analysis is provided for the sessions, data is extracted from the sessions, and appropriate forms are populated with the data from the session and with agent information. | 05-23-2013 |
20100262549 | SYSTEM AND METHOD FOR CUSTOMER REQUESTS AND CONTACT MANAGEMENT - A method and a web-based system is provided that enables a customer service center of a company to provide its customers with a choice of different modes for establishing contact with customer service representatives. The different modes of contact are displayed on a single web page. The modes of contact include, but are not limited to call, chat, e-mail and Internet talk. Further, the system provides information regarding the estimated wait time and the less busy time for the modes of contact. In addition, the system and method provide means for conducting a search in a knowledge database for automated responses to queries from customers. The system and method enables the customer to provide feedback for each interaction with the customer service center through the web page. Further, the system and method enable the storage of all interaction between each customer and the customer service center. | 10-14-2010 |