公开(公告)号：US20100017263A1

公开(公告)日：2010-01-21

申请号：US12300494

申请日：2007-05-15

Applicant: Dror Zernik ,  Moshe Avlagon ,  Hovav Lapidot

Inventor： Dror Zernik ,  Moshe Avlagon ,  Hovav Lapidot

IPC: G06Q10/00 ,  G06Q50/00 ,  G06Q30/00 ,  G06N5/02 ,  G06F17/30 ,  G06F17/40

CPC classification number: H04M3/5175 ,  G06Q30/02 ,  G06Q30/0202 ,  G06Q30/0244

Abstract: The present invention relates to a corporation call center system having real time capabilities, which comprises: (a) storage for at least a portion of the operational database of the corporation; (b) analysis module for analyzing the data of said storage, and forming model tables describing some selling and purchasing pattern of behavior as realized from prior knowledge, and model engine programs for operating with said model tables; (c) model engine programs for: (c.1.) initially, and in real time during a specific interaction with a customer, substituting real values relating to said specific interaction in said model tables, and determining respectively a most valuable parameter for the corporation or a ranking list of most valuable parameters which has to be obtained from said customer, and providing the same to a real time engine for introduction in real time to said customer; and (c.2.) upon receipt of real, value for said most valuable parameter from the customer, determining in real time by using said model tables a most attractive product or a ranking list of most attractive products, and conveying the same to said real time engine for introduction as an offer to said customer; (d) a real time engine for: (d.1.) during said interaction of an agent with a specific customer, receiving from said model engine programs either said most valuable parameter for the corporation or said ranking list of most valuable parameters, and introducing the same as a real time message to the agent for questioning by the agent from the client a real value for the same, and upon receipt of said real value from said agent, conveying it to said model engine programs; (d.2.) receiving from said model engine programs an indication relating to a most attractive product or a ranking list of most attractive products, and initiating in real time a respective message to the agent notifying him to offer the customer one or more of said most attractive products.

公开(公告)号：US08811590B2

公开(公告)日：2014-08-19

申请号：US13462081

申请日：2012-05-02

Applicant: Dror Zernik ,  Itai Gordon ,  Hovav Lapidot ,  Eshay Livne

Inventor： Dror Zernik ,  Itai Gordon ,  Hovav Lapidot ,  Eshay Livne

IPC: H04M3/00 ,  H04M5/00 ,  G06Q30/02 ,  G06Q10/10 ,  H04M3/51

CPC classification number: G06Q10/10 ,  G06Q30/02 ,  H04M3/51

Abstract: A call center system optimizing rules enforced over interactions with customers, including: an infrastructure including a module for handling interactions with customers, and hardware for at least maintaining the communication with said customers; management rules comprising one or more rule parameters, enforcing interaction behavior during all interactions with customers; and an adaptive, self learning module, for: monitoring interactions with customers; upon completion of each interaction, recording a corresponding set of full interaction details, which includes rule parameters that were enforced during said interaction, and those additional interaction parameters that are specific to that interaction; and using an adaptive engine, periodically analyzing said sets of recorded full interaction details, and producing one or more modified rules having modified rule, parameters, and enforcing said modified rules over future interactions with customers.

Abstract translation: 呼叫中心系统优化与客户交互执行的规则，包括：基础设施，包括用于处理与客户的交互的模块，以及用于至少维护与所述客户的通信的硬件; 包括一个或多个规则参数的管理规则，在与客户的所有交互期间执行交互行为; 以及一个自适应的自学习模块，用于：监控与客户的互动; 在完成每次交互后，记录相应的一组完整的交互细节，其中包括在所述交互期间执行的规则参数以及特定于该交互的那些附加交互参数; 并且使用自适应引擎，周期性地分析所述记录的全部交互细节集合，以及产生具有修改的规则，参数的一个或多个修改的规则，以及在将来与客户的交互中执行所述修改的规则。

公开(公告)号：US08194848B2

公开(公告)日：2012-06-05

申请号：US11801392

申请日：2007-05-09

Applicant: Dror Zernik ,  Itai Gordon ,  Hovav Lapidot ,  Eshay Livne

Inventor： Dror Zernik ,  Itai Gordon ,  Hovav Lapidot ,  Eshay Livne

IPC: H04M3/00 ,  H04M5/00

CPC classification number: G06Q10/10 ,  G06Q30/02 ,  H04M3/51

Abstract: The invention relates to a call center system having automatic means for optimizing those rules that are enforced over interactions with customers, said system comprises: (a) an infrastructure which comprises a CRM module for at least handling the interactions with customers, and hardware means for at least maintaining the communication with said customers; (b) management rules, each rule comprising one or more rule parameters, said rules parameters enforcing interaction behavior during all interactions with customers; and (c) an adaptive, self learning module, for: (c.1) monitoring all interactions with customers; (c.2) upon completion of each interaction, recording a corresponding set of full interaction details, said set of full interaction details includes those rule parameters that were enforced during said interaction, and those additional interaction parameters that are specific to that interaction; and (c.3) using an adaptive engine, periodically analyzing one or more of said sets of recorded full interaction details, and producing one or more modified rules having modified rule parameters, and enforcing said modified rules over future interactions with customers.

Abstract translation: 本发明涉及一种具有自动装置的呼叫中心系统，用于优化与客户交互执行的那些规则，所述系统包括：（a）包括用于至少处理与客户的交互的CRM模块的基础设施，以及用于 至少保持与所述客户的沟通; （b）管理规则，每个规则包括一个或多个规则参数，所述规则参数在与客户的所有交互期间执行交互行为; （c）自适应自学模块，用于：（c.1）监测与客户的所有交互; （c.2）在完成每次互动后，记录相应的一组完整交互细节，所述完整交互细节集合包括在所述交互期间执行的那些规则参数以及特定于该交互的附加交互参数; 和（c.3）使用自适应引擎，周期性地分析所述一组记录的全部交互细节中的一个或多个，以及产生具有修改的规则参数的一个或多个修改的规则，以及在将来与客户的交互中执行所述修改的规则。

公开(公告)号：US09883034B2

公开(公告)日：2018-01-30

申请号：US12300494

申请日：2007-05-15

Applicant: Dror Zernik ,  Moshe Avlagon ,  Hovav Lapidot

Inventor： Dror Zernik ,  Moshe Avlagon ,  Hovav Lapidot

IPC: G06Q10/00 ,  H04M3/51 ,  G06Q30/02

CPC classification number: H04M3/5175 ,  G06Q30/02 ,  G06Q30/0202 ,  G06Q30/0244

Abstract: The present invention relates to a corporation call center system having real time capabilities, which comprises: (a) storage for at least a portion of the operational database of the corporation; (b) analysis module for analyzing the data of said storage, and forming model tables describing some selling and purchasing pattern of behavior as realized from prior knowledge, and model engine programs for operating with said model tables; (c) model engine programs for: (c.1.) initially, and in real time during a specific interaction with a customer, substituting real values relating to said specific interaction in said model tables, and determining respectively a most valuable parameter for the corporation or a ranking list of most valuable parameters which has to be obtained from said customer, and providing the same to a real time engine for introduction in real time to said customer; and (c.2.) upon receipt of real, value for said most valuable parameter from the customer, determining in real time by using said model tables a most attractive product or a ranking list of most attractive products, and conveying the same to said real time engine for introduction as an offer to said customer; (d) a real time engine for: (d.1.) during said interaction of an agent with a specific customer, receiving from said model engine programs either said most valuable parameter for the corporation or said ranking list of most valuable parameters, and introducing the same as a real time message to the agent for questioning by the agent from the client a real value for the same, and upon receipt of said real value from said agent, conveying it to said model engine programs; (d.2.) receiving from said model engine programs an indication relating to a most attractive product or a ranking list of most attractive products, and initiating in real time a respective message to the agent notifying him to offer the customer one or more of said most attractive products.

公开(公告)号：US20120263291A1

公开(公告)日：2012-10-18

申请号：US13462081

申请日：2012-05-02

Applicant: Dror Zernik ,  Itai Gordon ,  Hovav Lapidot ,  Eshay Livne

Inventor： Dror Zernik ,  Itai Gordon ,  Hovav Lapidot ,  Eshay Livne

IPC: H04M3/00

CPC classification number: G06Q10/10 ,  G06Q30/02 ,  H04M3/51

Abstract: A call center system optimizing rules enforced over interactions with customers, including: an infrastructure including a module for handling interactions with customers, and hardware for at least maintaining the communication with said customers; management rules comprising one or more rule parameters, enforcing interaction behavior during all interactions with customers; and an adaptive, self learning module, for: monitoring interactions with customers; upon completion of each interaction, recording a corresponding set of full interaction details, which includes rule parameters that were enforced during said interaction, and those additional interaction parameters that are specific to that interaction; and using an adaptive engine, periodically analyzing said sets of recorded full interaction details, and producing one or more modified rules having modified rule, parameters, and enforcing said modified rules over future interactions with customers.

Abstract translation: 呼叫中心系统优化与客户交互执行的规则，包括：基础设施，包括用于处理与客户的交互的模块，以及用于至少维护与所述客户的通信的硬件; 包括一个或多个规则参数的管理规则，在与客户的所有交互期间执行交互行为; 以及一个自适应的自我学习模块，用于：监控与客户的互动; 在完成每次交互后，记录相应的一组完整的交互细节，其中包括在所述交互期间执行的规则参数以及特定于该交互的那些附加交互参数; 并且使用自适应引擎，周期性地分析所述记录的全部交互细节集合，以及产生具有修改的规则，参数的一个或多个修改的规则，以及在将来与客户的交互中执行所述修改的规则。

公开(公告)号：US20080279363A1

公开(公告)日：2008-11-13

申请号：US11801392

申请日：2007-05-09

Applicant: Dror Zernik ,  Itai Gordon ,  Hovav Lapidot ,  Eshay Livne

Inventor： Dror Zernik ,  Itai Gordon ,  Hovav Lapidot ,  Eshay Livne

IPC: H04M3/00

CPC classification number: G06Q10/10 ,  G06Q30/02 ,  H04M3/51

Abstract: The invention relates to a call center system having automatic means for optimizing those rules that are enforced over interactions with customers, said system comprises: (a) an infrastructure which comprises a CRM module for at least handling the interactions with customers, and hardware means for at least maintaining the communication with said customers; (b) management rules, each rule comprising one or more rule parameters, said rules parameters enforcing interaction behavior during all interactions with customers; and (c) an adaptive, self learning module, for: (c.1) monitoring all interactions with customers; (c.2) upon completion of each interaction, recording a corresponding set of full interaction details, said set of full interaction details includes those rule parameters that were enforced during said interaction, and those additional interaction parameters that are specific to that interaction; and (c.3) using an adaptive engine, periodically analyzing one or more of said sets of recorded full interaction details, and producing one or more modified rules having modified rule parameters, and enforcing said modified rules over future interactions with customers.

Abstract translation: 本发明涉及一种具有自动装置的呼叫中心系统，用于优化与客户交互执行的那些规则，所述系统包括：（a）包括用于至少处理与客户的交互的CRM模块的基础设施，以及用于 至少保持与所述客户的沟通; （b）管理规则，每个规则包括一个或多个规则参数，所述规则参数在与客户的所有交互期间执行交互行为; （c）自适应自学模块，用于：（c.1）监测与客户的所有交互; （c.2）在完成每次互动后，记录相应的一组完整交互细节，所述完整交互细节集合包括在所述交互期间执行的那些规则参数以及特定于该交互的附加交互参数; 和（c.3）使用自适应引擎，周期性地分析所述一组记录的全部交互细节中的一个或多个，以及产生具有修改的规则参数的一个或多个修改的规则，以及在将来与客户的交互中执行所述修改的规则。