Online interaction processing
US7013263B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 22, 2002 |
| Grant date | Mar 14, 2006 |
| Priority date | — |
| Expiry date | Aug 6, 2024 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY10S707/99934
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
Methods and apparatus to process online interactions from numerous sources, coming from different time frames and systems. One embodiment includes a facilitator, an interaction processor, and an action generator. The facilitator facilitates interactions in one or more devices, where interactions typically occur. The processor can consolidate and analyze interactions from multiple sources, in different formats, and collected at different time frames, to extract intelligence from them. The processor processes such interactions, and generates an interaction descriptor for each interaction. A descriptor can include a generalization of the corresponding interaction, and at least a part of the interaction. Descriptors for different types of interactions can be represented by the same format to allow the processor to analyze them together. The action generator can improve on future interactions; refer an interaction to be responded by a human representative if necessary; and allow users to extract information from the analysis, and generate reports regarding the interactions. Future interactions can then be significantly enhanced, with customers having higher satisfaction level, and compa…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.