Abstract

A method and server system for facilitating customer engagement with an enterprise is disclosed. The server system receives a signal indicative of a request for registering a customer with an enterprise. In response to the receipt of the request, the server system generates an enterprise virtual customer identifier (EVCI), which is configured to map the customer uniquely to information related to a profile of the customer. The EVCI is transmitted to the customer on successful registration of the customer. The EVCI is stored in at least one digital wallet application installed in an electronic device associated with the customer. The stored EVCI in the digital wallet application is configured to facilitate at least one engagement with the enterprise over one or more messaging channels.

IPC Classes  ?

• G06Q 20/32 - Payment architectures, schemes or protocols characterised by the use of specific devices using wireless devices
• G06Q 20/36 - Payment architectures, schemes or protocols characterised by the use of specific devices using electronic wallets or electronic money safes

Abstract

A method and apparatus for providing assistance to customers seeking assistance from agents of an enterprise is disclosed. The method includes receiving a signal indicating the caller's wish to speak with a live agent associated with the enterprise to seek the assistance from the live agent. In response to a receipt of the signal, it is determined whether at least one live agent from among a plurality of live agents associated with the enterprise is available for a voice interaction with the caller. Subsequent to determining that no live agent from among the plurality of live agents is currently available for the voice interaction with the caller, the caller is diverted to an asynchronous messaging channel. A textual messaging-based interaction is facilitated between a messaging agent and the caller on the asynchronous messaging channel to provide the assistance to the caller.

IPC Classes  ?

• H04M 3/523 - Centralised call answering arrangements requiring operator intervention with call distribution or queuing
• G06F 40/00 - Handling natural language data
• G10L 15/22 - Procedures used during a speech recognition process, e.g. man-machine dialog

Abstract

A method and apparatus for providing multimodal interaction assistance to customers seeking assistance from agents of an enterprise is disclosed. The method includes augmenting an ongoing voice interaction between a caller and an automated agent with a speech synchronized web session. A session identifier and contextual information in relation to the speech synchronized web session are stored in a database. A display of an option to interact with a human agent is caused during the ongoing speech synchronized web session. In response to a selection of the option by the caller, a co-browsing of the speech synchronized web session by the caller and the human agent is facilitated. The co-browsing of the speech synchronized web session and the contextual information stored in relation to the speech synchronized web session enable the human agent to provide assistance to the caller.

IPC Classes  ?

• H04L 21/02 - Apparatus or local circuits for mosaic printer telegraph systems at the transmitting end
• H04M 3/42 - Systems providing special services or facilities to subscribers
• H04M 3/493 - Interactive information services, e.g. directory enquiries
• H04M 3/51 - Centralised call answering arrangements requiring operator intervention
• H04M 3/523 - Centralised call answering arrangements requiring operator intervention with call distribution or queuing

Abstract

A method and apparatus for facilitating training of agents is disclosed. Raw transcripts representing textual form of interactions between the agents and customers of the enterprise are transformed to generate transformed transcripts. An interaction summary is generated in relation to each transformed transcript. A plurality of intent- based interaction clusters are derived using the interaction summary generated in relation to each transformed transcript. The plurality of interactions are classified based on the plurality of intent-based interaction clusters and an interaction flow map is generated for each intent-based interaction cluster based on the interactions classified into the respective intent-based interaction cluster. The generated interaction flow map is capable of facilitating training of agents for interacting with the customers of the enterprise.

IPC Classes  ?

• G09B 19/00 - Teaching not covered by other main groups of this subclass
• G06F 40/30 - Semantic analysis
• G06F 40/40 - Processing or translation of natural language
• H04M 3/51 - Centralised call answering arrangements requiring operator intervention

Abstract

A method and apparatus for facilitating agent interactions with customers of an enterprise are disclosed. One or more intents corresponding to an input provided by a customer during a conversation with a Virtual Agent (VA) are predicted. A confidence score corresponding to each intent is computed. The confidence score is indicative of an ability of the VA to provide an effective response to the input. The confidence score corresponding to each intent is compared with a predefined threshold score. If the confidence score is less than the predefined threshold score, the conversation is deflected from the VA to a human agent to respond to the input of the customer. The conversation is deflected from the human agent to the VA for a subsequent input if a respective confidence score of at least one intent predicted for the subsequent input is greater than or equal to the predefined threshold score.

IPC Classes  ?

• H04M 3/493 - Interactive information services, e.g. directory enquiries
• G06F 40/30 - Semantic analysis
• G10L 15/22 - Procedures used during a speech recognition process, e.g. man-machine dialog

Abstract

A computer-implemented method and an apparatus for notifying customers of agent's availability is disclosed. An input indicative of a customer seeking an interaction with an agent of an enterprise is received on a first interaction channel. Subsequent to receiving the input, it is determined whether at least one agent is available for interacting with the customer. If no agent is available for interacting with the customer, a status message including an estimate of a waiting time for the interaction with the agent is provided to the customer. Subsequent to detecting the availability of the agent, a notification is provided to the customer for informing the customer of the availability of the agent. An interaction is facilitated between the customer and the agent subsequent to providing the notification to the customer. The interaction is facilitated on the first interaction channel or a second interaction channel different than the first interaction channel.

IPC Classes  ?

• G06Q 30/015 - Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
• H04W 4/20 - Services signalling; Auxiliary data signalling, i.e. transmitting data via a non-traffic channel
• H04L 51/04 - Real-time or near real-time messaging, e.g. instant messaging [IM]
• H04L 67/62 - Establishing a time schedule for servicing the requests

Abstract

A computer-implemented method and an apparatus manage natural language queries of customers. A natural language query provided by a customer on an enterprise interaction channel is received. The natural language query is analyzed to determine if an answer to the natural language query exists in at least one question-answer (QA) domain from among a plurality of QA domains by analyzing each QA domain from among the plurality of QA domains using a multi-level framework of natural language models. An answer to the natural language query is provided to the customer on the enterprise interaction channel if such an answer in available in the plurality of QA domains. If an answer is not available, then an appropriate response is provided to the customer to assist the customer.

IPC Classes  ?

• G06F 40/20 - Natural language analysis
• G06F 16/33 - Querying

Abstract

A computer-implemented method and an apparatus dynamically select content for online visitors. The method includes receiving information related to activity of an online visitor on an enterprise interaction channel and identifying channel data related to the activity. A plurality of content pieces capable of being provided to the online visitor during the ongoing journey is identified. A correlation score is computed for each content piece using the channel data to generate a plurality of correlation scores. The plurality of content pieces are rank-ordered by sorting the plurality of correlation scores. A display of at least one content piece is effected during the ongoing journey of the online visitor on the enterprise interaction channel based on the rank-ordering of the plurality of content pieces.

Abstract

A computer-implemented method and an apparatus facilitate customer intent prediction. The method includes receiving natural language communication provided by a customer on at least one enterprise related interaction channel. Textual data corresponding to the natural language communication is generated by converting one or more non-textual portions in the natural language communication to a text form. One or more processing operations are performed on the textual data to generate normalized text. The normalized text is configured to facilitate interpretation of the natural language communication. At least one intention of the customer is predicted, at least in part, based on the normalized text and a reply is provisioned to the customer based on the predicted intention. The reply is provisioned to the customer on the at least one enterprise related interaction channel in response to the natural language communication.

IPC Classes  ?

• G06F 40/20 - Natural language analysis
• G06F 16/33 - Querying
• G06F 40/279 - Recognition of textual entities
• G06F 40/35 - Discourse or dialogue representation

Abstract

A computer-implemented method and an apparatus reserve agents for enabling zero- waiting time agent interactions for customers requiring agent assistance. The method includes determining if a customer requires agent assistance. If it is determined that the customer requires agent assistance, then it is determined whether an agent associated with relevant skill is capable of being reserved for providing assistance to the customer. The determination of reservation of the agent is performed, at least in part, by generating a data structure representation. The agent is reserved for assisting the customer if it is determined that the agent is capable of being reserved for providing assistance to the customer. An offer for assistance is provisioned to the customer on at least one enterprise related interaction channel subsequent to the reservation of the agent. The reservation of the agent provides wait-less customer interaction with the agent upon customer acceptance of the offer.

IPC Classes  ?

• H04L 12/28 - Data switching networks characterised by path configuration, e.g. LAN [Local Area Networks] or WAN [Wide Area Networks]
• H04M 3/00 - Automatic or semi-automatic exchanges
• H04M 3/51 - Centralised call answering arrangements requiring operator intervention

Abstract

A computer-implemented method and an apparatus facilitate management of customer interactions on multiple interaction channels. A communication quality metric and a contextual environment are tracked for an ongoing customer interaction executed on a first interaction channel. A closure of the first interaction channel is effected based on at least one of: a detected change in a current value associated with the communication quality metric to be below a preset threshold value, a detected or an anticipated change in the contextual environment, and a receipt of a customer request for closing the first interaction channel. The effecting of the closure of the first interaction channel includes a transitioning of the ongoing customer interaction from the first interaction channel to a second interaction channel.

IPC Classes  ?

• H04M 3/00 - Automatic or semi-automatic exchanges
• H04M 5/00 - Manual exchanges
• H04M 7/00 - Arrangements for interconnection between switching centres

Abstract

A computer-implemented method and an apparatus for improving experiences of an online visitor visiting a website detects a website access event. A visitor profile is generated by defining a plurality of attributes related to visitor activities on the website. A data field is allocated to each attribute to configure the visitor profile including a plurality of data fields. Each data field is capable of accommodating a respective fixed number of entries determined based on a temporal threshold value computed to determine a number of entries required for storing of information related to past activities that are relevant to current activity of the online visitor on the website. The visitor profile is dynamically updated based on the current activity. At least one intention of the online visitor is predicted based on a state of the visitor profile selected at a chosen time instant during the current activity of the online visitor.

IPC Classes  ?

• H04W 8/18 - Processing of user or subscriber data, e.g. subscribed services, user preferences or user profiles; Transfer of user or subscriber data

Abstract

A computer-implemented method and an apparatus for facilitating speech application testing generate a plurality of test scripts. A test script is generated by initiating a voice call interaction with a speech application including a network of interaction nodes, and repeatedly performing, until a stopping condition is encountered, the steps of, executing the voice call interaction by traversing through interaction nodes until an interaction node requiring a response is encountered, selecting an utterance generation mode, determining a response to be provided corresponding to the interaction node, and providing the response to the speech application. The test script comprises instructions for traversing interaction nodes and for provisioning one or more responses during the course of the voice call interaction. One or more test scripts from among the plurality of test scripts are identified based on a pre-determined objective and provided to a user for facilitating testing of the speech application.

IPC Classes  ?

• G10L 15/01 - Assessment or evaluation of speech recognition systems

Abstract

A computer-implemented method and an apparatus for modeling customer interaction experiences receives interaction data corresponding to one or more interactions between a customer and a customer support representative. At least one language associated with the interaction data is detected. Textual content in a plurality of languages is generated corresponding to the interaction data based at least in part on translating the interaction data using two or more languages different than the at least one language. At least one emotion score is determined for text corresponding to each language from among the plurality of languages. An aggregate emotion score is determined using the at least one emotion score for the text corresponding to the each language. An interaction experience of the customer is modeled based at least in part on the aggregate emotion score.

Abstract

A technique for seamlessly transitioning a process on a particular device and/or a particular channel to at least one other different device and/or channel is provided. Specifically, a user can begin a process, referred to herein as a device-based interaction, on a first device and/or channel. For example, the user can begin to type a text message on a mobile phone. By way of a networked server, the user can indicate a desire to continue the process, such as the text message, on a different device, such as a television. Subsequent to indicating the desire to continue the process on the second device, such as the television, the user can access the television and continue the process, such as the text message, on the television. The technique can be used to authenticate the user on the second device as well as uniquely identify the particular device-based interaction.

IPC Classes  ?

• G06F 3/00 - Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
• G06F 3/048 - Interaction techniques based on graphical user interfaces [GUI]
• G06F 21/31 - User authentication

Abstract

A device application is linked to a customer service interface. Information related to a user and to one or more user interactions is stored with an application associated with a user device. The information related to the user and the one or more user interactions configures an interaction context. A request to communicate with a customer service interface is received from the user during an on-going user interaction with the application. An authentication of the user is performed upon receiving the user request. The interaction context is provided to the customer service interface upon authenticating the user. The authentication of the user and the providing of the interaction context facilitate a seamless continuation of the on-going user interaction from the application associated with the user device to the customer service interface.

IPC Classes  ?

• G06F 21/31 - User authentication
• G06Q 50/10 - Services

Abstract

A computer implemented method and an apparatus for facilitating voice user interface (VUI) design are provided. The method comprises identifying a plurality of user intentions from user interaction data. The method further comprises associating each user intention with at least one feature from among a plurality of features. One or more features from among the plurality of features are extracted from natural language utterances associated with the user interaction data. Further, the method comprises computing a plurality of distance metrics corresponding to pairs of user intentions from among the plurality of user intentions. A distance metric is computed for each pair of user intentions from among the pairs of user intentions. Furthermore, the method comprises generating a plurality of clusters based on the plurality of distance metrics. Each cluster comprises a set of user intentions. The method further comprises provisioning a VUI design recommendation based on the plurality of clusters.

IPC Classes  ?

• G06F 3/16 - Sound input; Sound output
• G06F 8/38 - Creation or generation of source code for implementing user interfaces
• G10L 15/10 - Speech classification or search using distance or distortion measures between unknown speech and reference templates
• G10L 15/18 - Speech classification or search using natural language modelling

Abstract

A computer implemented method and an apparatus for determining user browsing behavior are provided. The method comprises associating one or more web pages corresponding to a web domain with tags to configure one or more tagged web pages. The method further comprises facilitating downloading of a control file on a user device upon detecting a first web page access event corresponding to a tagged web page from among the one or more tagged web pages. The control file is configured to facilitate recording of user activity related to a web domain on one or more tabs of a web browser associated with the user device. Furthermore, the method comprises receiving recorded user activity corresponding to at least one web browsing session and determining a user browsing behavior based on the recorded user activity.

IPC Classes  ?

• H04L 67/02 - Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
• H04L 12/16 - Arrangements for providing special services to substations

Abstract

User interactions are categorized into predefined hierarchical categories by classifying user interactions, such as queries, during a user interaction session by labeling text data into predefined hierarchical categories, and building a scoring model. The scoring model is then executed on untagged user interaction data to classify the user interactions into either action-based or information- based interactions.

IPC Classes  ?

• G06F 7/00 - Methods or arrangements for processing data by operating upon the order or content of the data handled

Abstract

A user profile is creates, and personalization is provided, by compiling interaction data. The interaction data is compiled to generate a value index or score from a user model. Parameterized data is used to build tools which help decide an engagement strategy and modes of engagement with a user. Several facets relating to the user, such as user behavior, user interests, products bought, intent, chat language, and so on, are compiled to create a user profile based personalization technique. In another embodiment, a unique ID is provided that can be mapped across multiple channels for use by the user to contact various organizations across multiple channels, and thus upgrade the user's experience.

Abstract

User intent is identified while the user browses online and recommendations are provided to the user. The recommendations are based on the identified intent, interests, and preferences of the user who is performing the searches. The determination of user intent and interests is based on a statistical model derived from data compiled from the user and a plurality of other users. Other resources may also be determined to be relevant, for example, because of past interactions of the user, memberships of the user in ecommerce websites, the user's interests and preferences are similar to those of other users, and so on. The result of the user search is a ranked set of recommendations that is provided to the user.

Abstract

The customer experience is enhanced by detecting leakage-to-voice from chats and providing recommendations to operations, chat agents, and customers. A chat is classified into leakage-to-voice or leakage-to-text chat and actionable recommendations are then provided to operations, chat agents, and customers based on the leakage information. Once leakage is identified, various other insights are extracted from chats and such insights are fed into the knowledge- base. Such insights also used in agent training and are provided to chat agents as recommendations. This results in a better customer experience.

IPC Classes  ?

• H04M 3/51 - Centralised call answering arrangements requiring operator intervention

Abstract

The stages of an interaction between a potential customer (the user) and a sales representative (the agent) during a sales interaction are identified to understand the interaction factors that drive sales and, by doing so, to serve the customer better and thus increase sales. Initially, a user makes contact with an agent via a communications network. During the interaction, a dropping point is reached, i.e. the point in the interaction at which either the user or the agent ends the interaction. The dropping point and other interaction factors is analyzed. Based upon such analysis, various recommendations are made to the agents to improve the user's sales experience.

IPC Classes  ?

• H04L 12/16 - Arrangements for providing special services to substations
• H04L 12/28 - Data switching networks characterised by path configuration, e.g. LAN [Local Area Networks] or WAN [Wide Area Networks]

Abstract

A context-aware computing system for delivering surveys to a customer. The choice of which survey to send to a customer may be tailored based on a click path (route), customer history, and customer interests. A customer browsing a Web page initiates the survey decision process. A control module selects a survey to send to a customer based on the criteria above and customer intent. Customer responses are then harvested from the Web-based survey.

Abstract

An intelligent IVR system identifies a customer based on previous customer interactions. Customer intent is predicted for an ongoing interaction and personalized services are proactively offered to the customer. A self-optimizing algorithm improves intent prediction, customer identity, and customer willingness to engage and use IVR.

IPC Classes  ?

• H04L 12/16 - Arrangements for providing special services to substations
• H04L 9/32 - Arrangements for secret or secure communications; Network security protocols including means for verifying the identity or authority of a user of the system
• H04M 3/493 - Interactive information services, e.g. directory enquiries