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AU2001275766A1 - Customer support system and method providing virtual and live agent interaction over a data network - Google Patents

Customer support system and method providing virtual and live agent interaction over a data network

Info

Publication number
AU2001275766A1
AU2001275766A1 AU2001275766A AU7576601A AU2001275766A1 AU 2001275766 A1 AU2001275766 A1 AU 2001275766A1 AU 2001275766 A AU2001275766 A AU 2001275766A AU 7576601 A AU7576601 A AU 7576601A AU 2001275766 A1 AU2001275766 A1 AU 2001275766A1
Authority
AU
Australia
Prior art keywords
support system
data network
customer support
method providing
providing virtual
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.)
Abandoned
Application number
AU2001275766A
Other languages
English (en)
Inventor
Yim Chun Cheung
Mario Davoli
Brian Postlethwaite
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.)
Telefonaktiebolaget LM Ericsson AB
Original Assignee
Telefonaktiebolaget LM Ericsson AB
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 Telefonaktiebolaget LM Ericsson AB filed Critical Telefonaktiebolaget LM Ericsson AB
Publication of AU2001275766A1 publication Critical patent/AU2001275766A1/en
Abandoned legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; 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
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet

Landscapes

  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Strategic Management (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Marketing (AREA)
  • Economics (AREA)
  • Human Resources & Organizations (AREA)
  • Operations Research (AREA)
  • Game Theory and Decision Science (AREA)
  • Educational Administration (AREA)
  • Development Economics (AREA)
  • Signal Processing (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Computer And Data Communications (AREA)
  • User Interface Of Digital Computer (AREA)
AU2001275766A 2000-07-20 2001-07-18 Customer support system and method providing virtual and live agent interaction over a data network Abandoned AU2001275766A1 (en)

Applications Claiming Priority (19)

Application Number Priority Date Filing Date Title
US61995100A 2000-07-20 2000-07-20
US62043400A 2000-07-20 2000-07-20
US61998200A 2000-07-20 2000-07-20
US62029100A 2000-07-20 2000-07-20
US62029700A 2000-07-20 2000-07-20
US62004800A 2000-07-20 2000-07-20
US61977900A 2000-07-20 2000-07-20
US61982200A 2000-07-20 2000-07-20
US61992200A 2000-07-20 2000-07-20
US09/620,434 2000-07-20
US09/619,779 2000-07-20
US09/620,048 2000-07-20
US09/619,951 2000-07-20
US09/620,297 2000-07-20
US09/620,291 2000-07-20
US09/619,982 2000-07-20
US09/619,922 2000-07-20
US09/619,822 2000-07-20
PCT/IB2001/001281 WO2002009399A2 (fr) 2000-07-20 2001-07-18 Systemes de support client et procedes permettant de creer une interaction d'agent reel et d'agent virtuel autonome integre, entre des clients et des entreprises via des reseaux de donnees

Publications (1)

Publication Number Publication Date
AU2001275766A1 true AU2001275766A1 (en) 2002-02-05

Family

ID=27578886

Family Applications (1)

Application Number Title Priority Date Filing Date
AU2001275766A Abandoned AU2001275766A1 (en) 2000-07-20 2001-07-18 Customer support system and method providing virtual and live agent interaction over a data network

Country Status (2)

Country Link
AU (1) AU2001275766A1 (fr)
WO (1) WO2002009399A2 (fr)

Families Citing this family (28)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7505921B1 (en) 2000-03-03 2009-03-17 Finali Corporation System and method for optimizing a product configuration
US20060140381A1 (en) * 2004-12-29 2006-06-29 Marian Croak Method and apparatus for segmenting communication network customers into service tiers
US8374915B2 (en) * 2005-04-20 2013-02-12 Contact at Once! Presence optimized advertisement publishing system and methodology
US8885812B2 (en) 2005-05-17 2014-11-11 Oracle International Corporation Dynamic customer satisfaction routing
US8583466B2 (en) 2005-08-09 2013-11-12 Oracle International Corporation System and method for routing workflow items based on workflow templates in a call center
US7818340B1 (en) * 2005-12-01 2010-10-19 Peter Warren Computer-implemented method and system for enabling network communication using sponsored chat links
US8117196B2 (en) * 2006-01-23 2012-02-14 Chacha Search, Inc. Search tool providing optional use of human search guides
US7599861B2 (en) 2006-03-02 2009-10-06 Convergys Customer Management Group, Inc. System and method for closed loop decisionmaking in an automated care system
US8379830B1 (en) 2006-05-22 2013-02-19 Convergys Customer Management Delaware Llc System and method for automated customer service with contingent live interaction
US7809663B1 (en) 2006-05-22 2010-10-05 Convergys Cmg Utah, Inc. System and method for supporting the utilization of machine language
TW200919203A (en) 2007-07-11 2009-05-01 Ibm Method, system and program product for assigning a responder to a requester in a collaborative environment
US20120246081A1 (en) * 2011-03-25 2012-09-27 Next It Corporation Systems and Methods for Automated Itinerary Modification
US8787553B2 (en) * 2011-09-22 2014-07-22 At&T Intellectual Property I, L.P. Implementing a network of intelligent virtual service agents to provide personalized automated responses
WO2013059199A1 (fr) 2011-10-17 2013-04-25 Disintermediation Services, Inc. Communication en temps réel bidirectionnelle permettant une participation asymétrique à travers de multiples plateformes électroniques
US9042540B2 (en) 2012-10-30 2015-05-26 Teletech Holdings, Inc. Method for providing support using answer engine and dialog rules
EP2821943A1 (fr) 2013-07-03 2015-01-07 Accenture Global Services Limited Dispositif de réponse à une demande
US9559993B2 (en) 2014-10-02 2017-01-31 Oracle International Corporation Virtual agent proxy in a real-time chat service
US10218651B2 (en) * 2015-04-20 2019-02-26 Oracle International Corporation Virtual assistance for chat agents
CN107040450B (zh) * 2016-07-20 2018-06-01 平安科技（深圳）有限公司 自动回复方法和装置
US10904169B2 (en) 2017-08-08 2021-01-26 International Business Machines Corporation Passing chatbot sessions to the best suited agent
US10171662B1 (en) 2017-09-22 2019-01-01 International Business Machines Corporation Intervention in conversation between virtual agent and user
US10951761B1 (en) 2017-12-20 2021-03-16 Wells Fargo Bank, N.A. System and method for live and virtual support interaction
US11019004B1 (en) 2018-01-04 2021-05-25 Amdocs Development Limited System, method, and computer program for performing bot engine abstraction
US11005786B2 (en) 2018-06-28 2021-05-11 Microsoft Technology Licensing, Llc Knowledge-driven dialog support conversation system
US10580176B2 (en) 2018-06-28 2020-03-03 Microsoft Technology Licensing, Llc Visualization of user intent in virtual agent interaction
US11308634B2 (en) 2020-02-05 2022-04-19 Datalogic Ip Tech S.R.L. Unsupervised anchor handling for machine vision system
US11734518B2 (en) 2021-12-21 2023-08-22 The Adt Security Corporation Analyzing monitoring system events using natural language processing (NLP)
US11862165B1 (en) 2022-08-30 2024-01-02 Truist Bank Optimized virtual assistant for connecting a user to a live agent

Family Cites Families (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5455903A (en) * 1991-05-31 1995-10-03 Edify Corp. Object oriented customer information exchange system and method
US6385646B1 (en) * 1996-08-23 2002-05-07 At&T Corp. Method and system for establishing voice communications in an internet environment
US6028925A (en) * 1996-09-23 2000-02-22 Rockwell International Corp. Telephonic switching system, telephonic switch and method for servicing telephone calls using virtual memory spaces
US5907547A (en) * 1996-10-24 1999-05-25 At&T Corp System and method for establishing internet communications links
US6744877B1 (en) * 1999-03-08 2004-06-01 Avaya Technology Corp. Method and system for enterprise service balancing

Also Published As

Publication number Publication date
WO2002009399A3 (fr) 2002-10-10
WO2002009399A2 (fr) 2002-01-31

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