92 results about "Customer Service Assurance" patented technology

The invention relates to a meter box for housing a utility meter and configured for associating a customer service line to a utility service line. The meter box may be configured to fit within an existing meter box and may be configured with side sections in a telescopic arrangement. Flow control components at an input of the meter box prevent backflow.The meter box comprises an electronic module that includes a variety of selectable features including datalogging, AMR, environmental monitoring, and resource monitoring. A remote monitor is provided for allowing a customer to view selected data including consumption data, pressure, pH, temperature, warnings, remote turnoff, and provide secured bill paying services. Imaging / audio components provide visual and audio data which may include an image of an analog readout for a meter register, images of the metering environment, and sound data for metering environment.

The invention relates to a meter box for housing a utility meter and configured for associating a customer service line to a utility service line. The meter box may be configured to fit within an existing meter box and may be configured with side sections in a telescopic arrangement. Flow control components at an input of the meter box prevent backflow.The meter box comprises an electronic module that includes a variety of selectable features including data logging, AMR, environmental monitoring, and resource monitoring. A remote monitor is provided for allowing a customer to view selected data including consumption data, pressure, pH, temperature, warnings, remote turnoff, and provide secured bill paying services. Imaging / audio components provide visual and audio data which may include an image of an analog readout for a meter register, images of the metering environment, and sound data for metering environment.

Embodiments of the invention are directed to a method of providing a service to a user of a mobile communication device. A selection a service may be received. An optimal option for providing a selected service may be determined and displayed on a mobile communication device. A session including a voice communication channel and a data communication channel may be established and used to provide a selected service.

The invention discloses a method for chatting with an online customer service representative, and belongs to the field of instant messaging (IM). IM connection between a customer service server and a client is established in advance; the client can make conversation with the customer service server in the manner that the client only communicate with an intelligent robot customer service platform, or priority is assigned to communication with the intelligent robot customer service platform, or priority is assigned to communication with a manual customer service platform; and free switching between the intelligent robot customer service platform and the manual customer service platform is realized. The problem that user experience is not good due to the fact that a chat robot and the manual online platform cannot be switched smoothly in the original customer service filed is solved.

A system and method for processing a web-based query is provided. The system comprises a web server for transmitting a web form having a text field box for entering a natural language query, and a language analysis server for extracting concepts from the natural language query and classifying the natural language query into predefined categories via computed match scores based upon the extracted concepts and information contained within an adaptable knowledge base. In various embodiments, the web server selectively transmits either a resource page or a confirmation page to the client, based upon the match scores. The resource page may comprise at least one suggested response corresponding to at least one predefined category. The language analysis server may adapt the knowledge base in accordance with a communicative action received from the client after the resource page is transmitted.

The invention disclosed is a new system and method for providing the mutual sharing of resources devoted to customer service. The system utilizes a telecommunications switching apparatus to rout incoming customer contacts to one or more pools of customer service agents. The system provides for a universal customer service interface that allows customer service agents to assist customers of other related companies. The automated system for sharing customer service resources includes a mutual assistance routing system in communication with requesting users of customer service agents, responding providers of customer service agents, databases containing customer information, thereby allowing customers who contact the requesting user to be served by shared agents.

A region within a field of view of a video stream associated with an Internet Protocol (IP) camera can be identified. The region can be associated with one or more logical boundaries which can correspond to one or more physical boundaries within a customer service area of a place of business. The customer service area can be a domain in which a customer interacts with a business product and / or a business service. A customer crossing a logical boundary of the customer service area can be detected in real-time. The detecting can be performed by a directional tripwire analytics which can comprise of an object tracking algorithm, a face detection functionality, and / or a shape detection procedure. The traffic flow associated with the region can be programmatically determined which can include flow density, flow rate, and flow speed.

This invention discloses a hotel service management system including the following steps: a, setting intelligent cards of a customer service machine for identifying members entering into the hotel service management system, b, a hotel self-help room booking subsystem for displaying guest-room state and price information and selecting un-booked rooms to write the room number information and valid time section in the card, a combined information management subsystem deducts the money to finish self-help booking, c, after entering into the hotel, the customer service machine identifies the member intelligent card to select items to be consumed to be deducted by the combined management subsystem and customers can consume in the hotel.

The invention provides a predictive outbound method and system of a call system. The method comprises the following steps: a call service module starts to call a seat, judges how many customer service staff participating in the call in the present turn, and obtains the number n of the customer service staff participating in the call; and a call scheduling main module judges the time T1m=n-1-x of the customer service seat for call to answer according to the historical record of the call, wherein m refers to idle customer service staff, 1 refers to busy customer service staff and x refers to overtime customer service staff. According to the predictive outbound method of the call system provided by the invention, if the customer service staff is the same, the call efficiency is improved, the waiting times of the customer service staff are shortened, various call states are fully predicted, the call system can be called according to predicted data, various states of the call system can be fully distinguished in a prediction condition, call resources are fully matched, unreasonable personnel match is maximally reduced, resources are saved, the call cost is lowered, and the user experience is improved. The invention provides a call system.

A computer-based method for providing a customer service representative (CSR) access to an interface system uses a computing device including a processor and a memory. The method includes receiving, by the processor, an authentication request including a CSR identifier associated with the CSR. The method also includes identifying, in the memory, a customer identifier using at least the CSR identifier. The method further includes transmitting an authentication response in response to the authentication request. The authentication response includes at least the customer identifier.

The invention discloses an online customer service system and an online customer service method of electronic equipment. The system comprises input equipment, and also comprises an automatic search knowledge base module, an online customer service module and an online community answer module. The online customer service method comprises the following steps of: reserving an access of a customer service support system on a main interface of the electronic equipment; searching a required problem by a user through the search knowledge base, or inputting a key word to search associated problems by using the system; if the required problem is not searched, solving the problem in real time through online customer service; and if the online customer service cannot provide a satisfactory answer, answering through the online community. The system and the method can provide help for the user simply, conveniently and rapidly.

The invention discloses a customer service method and a device. The customer service method comprises following steps: receiving a message input by a client side using a first identity; analyzing the message to obtain user intentions corresponding to the message; performing semantic parsing to the message according to the user intentions and generating semantic parsing results; generating a first candidate reply corresponding to the semantic parsing results; sending a group message using a second identity so that a customer service side receives the group message. By means of the customer service method and device of embodiments of the invention, robot customer service and manual customer service respond to messages input by client sides in a group chat manner so that multiple customer services serve one customer simultaneously, and therefore the service efficiency and service quality are effectively increased; and users are faced with unified customer service identity so that user perception is kept consistent and therefore user experience is increased.

The invention discloses a customer service access method, a customer service access system and access equipment. The method comprises the following steps of: receiving a first message sent by a family gateway, wherein the first message carries a customer virtual local area network identifier matched with the first message; acquiring a service virtual local area network identifier matched with the first message according to characteristic information of the first message; establishing a mapping relation of the customer virtual local area network identifier and the service virtual local area network identifier according to the customer virtual local area network identifier and the service virtual local area network identifier; and sending the first message to a network corresponding to the service virtual local area network identifier according to the customer virtual local area network identifier and the service virtual local area network identifier. According to the embodiment of the invention, the mapping relation of the customer virtual local area network identifier and the service virtual local area network identifier is not required to be pre-set on the access equipment, so that the access configuration is simplified when a customer service is opened up; errors are difficult to make; and the service smoothness is guaranteed.

The invention discloses an automatic call out method and system of a call center. The automatic call out method comprises the steps that an automatic call out request instruction is acquired; statistical data refreshed according to a preset frequency and the real-time call state data of the current time are acquired according to the automatic call out instruction; the number of idle customer service seats in the next time period is acquired according to the statistical data and the real-time call state data of the current time; and call out tasks in the next time period are allocated, wherein the number of the call out tasks in the next time period is not greater than the number of the idle customer service seats in the next time period. According to the invention, the automatic call out method of the call center can carry out active calling out, and takes into account line resources and customer service seat resources; the idle rate of the seats is reduced; and the customer service level is improved.

The invention relates to a system for realizing wireless single sign-on system based on IPSEC technology and an operation method thereof. The system comprises a CISCO VPN server, a BOSS network inside system, a BOSS network outside Internet platform, a BOSS network proxy server and a mobile service united portal. The system ensures that two different networks with different security levels can be accessed simultaneously through equipment consisting of CISCO VPN gateway and the proxy server and the IPSEC technology, thereby promoting the business hall to change from 'serving type' to 'sales service type', fulfilling the requirement of 'marketing, service and experience' all-in-one service support for front-line staff, such as customer service managers, shop assistants, district marketers and the like.

A system for processing data identifying issues including problems comprises an input processor, an issue processor, and a task scheduling processor. The input processor receives issue identification data identifying a type of issue to be processed. The issue processor parses the issue identification data, and associates a product category with the type of issue based on parsed issue identification data. The task scheduling processor assigns a worker to attend to the issue in response to the product category, and initiates generation of a record of the assignment.

The invention discloses a cloud customer service platform based on cloud computation and a network video conference. The platform is formed by a client terminal, an enterprise customer service terminal, an enterprise administrator terminal, a platform administrator terminal, a network video conference system, a cloud customer service system and a distributed cloud platform. By using the platform of the invention, problems that existing customer service system construction and operation cost is high and a customer service mode of a customer service system is single are solved. The invention provides a cloud customer service based on software which is the service. Different enterprises can access the cloud customer service platform. The customer service system is constructed in a one key mode, and a lot of resources and funds are not needed to invest for construction. The customer service system provides customer service seats and the enterprises only need to recruit corresponding customer service personnel to provide the customer service. The cloud customer service provided in the invention is cloud seats based on a network video conference technology. The cloud customer service seats provide abundant customer service modes. A client experience is greatly increased, and product consultation and after-sales service quality are improved.

A portable tendering station includes a movable housing, a removable terminal attached to the housing for acquiring transaction information, and at least one peripheral device attached to the housing and coupled to the terminal for conveying the transaction information and related information to or from a user. Preferably, the terminal includes a display and a device for communicating the information over a wireless communication network, and at least one activation key for activating one or more user functions. The portable tendering station can be easily deployed to various locations within a shopping facility, warehouse, manufacturing facility or the like, and is especially useful for accommodating customers and minimizing delays during peak activity periods.

The invention discloses a call center service management system, and relates to the technical field of telephone communication services. The system comprises a database, a recording module, a voice conversion module, a keyword extraction module, a matching module, a matching degree identification module and a sorting module. The recording module records audio signals of each call between customerservice and user, converts the recorded audio signals into user question text and customer service answer text, and stores the recorded audio signals in the database; By selecting the preset problem which is closest to the user problem through the matching module, the matching degree recognition module compares the customer service answer text with the keywords of the standard answer to obtain thematching degree result, The ranking module ranks the customer service answers to the same preset questions according to the matching results, and the preset questions and the corresponding customer service answers to the preset questions are stored in the database, thus forming a case base for customer service novices to learn.

The invention discloses a customer service strategy making method and device based on a random forest and decision-making tree. The method includes: acquiring the value features of a sample customer,performing quality discrimination, and the using the sample customer data to build a high-quality customer identification model on the basis of a random forest and decision-making tree algorithm; inputting the value features of a to-be-identified customer into the high-quality customer identification model to obtain high-quality customer identification results of different definitions; acquiring the service requirements of the sample customer, and performing standardized classification analysis to build a service requirement library; matching the service requirements in the service requirementlibrary with service content, matching the service content with the high-quality customers of different definitions, and building a service strategy library; searching the service strategy library according to the high-quality customer identification results to obtain the service strategy matched with a current customer. The customer service strategy making method has the advantages that high-quality customers can be precisely positioned on the basis of big data, and the analysis results of user power use service requirement analysis are used to make personalized and value-added service products and service strategies.

The invention discloses a power grid task type dialogue system, and relates to the field of customer service systems. A 95598 power supply service hotline is mainly based on manual service, the efficiency is low, and work orders are not distributed in time. The system comprises a command analysis service module, a dialogue management service module, a model training service module, a front-end service module and the like. The command parsing service module provides a developer to complete system development, model training management and command parsing interface functions; the dialogue management service module provides a service interface for calling the task type dialogue robot system; the model training service module is mainly used for training a command parsing algorithm model; the front-end service module defines a supporting intention for the task type dialogue system, adds a word list, defines semantic slot parameters, labels corpora and manages model training tasks in an interaction mode. An electronic intelligent response system is constructed through natural language processing and fused with an existing label result to apply specific scene planning, a preset problem isprovided, the retrieval range is narrowed, the service efficiency is improved, and the problems existing in an existing service hotline are solved.

In general, in one aspect, the invention features a computerized method for determining customer service impact. The method includes receiving item orders having a requested completion date. The method also includes scheduling a scheduled completion date for each item order. The method also includes selecting at least one item order, each item order having a scheduled completion date. The method also includes comparing the scheduled completion date with the requested completion date for each selected item order. The method also includes deriving a customer service measurement for each selected item order based on the comparing step. The method can include the optional step of reporting and / or displaying customer service measurement data. In general, in another aspect, the invention relates to a system for determining customer service impact that performs the method steps just described.

The invention discloses a customer service strategy making method and device based on random forest and logistic regression. The method comprises the following steps that: obtaining sample customer value features, and carrying out high-quality discrimination; adopting sample customer data, and constructing a high-quality customer identification model on the basis of the random forest and a logic regression algorithm; taking the value feature of a customer to be identified as input, and judging whether the customer is a high-quality customer or not; obtaining the service requirement of the sample customer, and carrying out standardized classification analysis to establish a service requirement library; matching service requirements in the service requirement library with service contents, matching the service contents with different levels of high-quality customers, and establishing a service strategy library; and on the basis of the service requirement library and the service strategylibrary, according to a high-quality customer identification result, automatically matching with a service strategy. By use of the method, the accurate positioning of the high-quality customer is realized on the basis of big data, and the analysis result of the service requirement analysis is combined to make a personalized and value-added service product and service strategy.

The present invention relates to a hotel price ordering method based on complex query conditions. The method is characterized in that an essential data source is established, data updating logs are established, a realtime data sheet is established, a hotel minimum price list is acquired, and the hotel minimum price list is screened to perform partitioning optimization to a data processing result. By this means, the hotel minimum price list serves as a data source for api, searching, resource backstages and customer service backstages. Meanwhile, data optimized through calculation is adopted, thereby raising api, searching and backstage using efficiency, and improving user experience. Moreover, price ordering searches under complex conditions are provided, so API performance is raised, requirements of consumers for gradual hotel service individuation are met, yield management of hotels becomes fine, and the overall occupancy rate and revenue capabilities of the hotels are greatly improved.

The invention discloses an intelligent customer service method, and belongs to the field of semantic recognition. The intelligent customer service method comprises the following steps of: S1, constructing a standard knowledge base; S2, constructing a synonym library; S3, receiving a service session request of a customer and creating a customer service session with the customer; S4, analyzing content of the customer service session to obtain an analysis result of the customer service session; S5, searching a standard question matched with the analysis result from the standard knowledge base according to the analysis result; and S6, positioning a dimensionality where an answer associated with the standard question is located, and pushing the answer associated with the standard question on the dimensionality. Through adding dimensionalities in the knowledge base, one standard question can be associated with a plurality of different standard answers on different dimensionalities, and on such basis, answers according with own situations of customers can be given according to specific affiliating regions of customers or used equipment, so that the customer experience is improved and thepressure of artificial customer service is lightened.

Systems, apparatuses, and methods are provided herein for providing customer service agent assistance. A system for providing customer service agent assistance comprises a customer profile database storing customer partiality vectors for a plurality of customers, the customer partiality vectors comprise customer value vectors, a communication device, and a control circuit. The control circuit being configured to: provide a customer service agent user interface on a user device associated with a customer service agent, associate a particular customer with the customer service agent, retrieving at least one customer value vector for the particular customer from the customer profile database, and cause, via the communication device, the at least one customer value vector of the particular customer to be displayed on the customer service agent user interface of the user device.

The invention discloses a method and system for building conversation with a customer service seat, and the method comprises the steps that an HTTP server receives a seat searching request from a client; the HTTP server enables the seat searching request to be sent to a CTI, and searches a first unoccupied seat with a business capability, so as to enable the client to build conversation connection with the customer service seat. The method provided by the invention can call the initiative of a user, and actively sends a request when the user needs to communicate with a customer service worker. The user cannot be affected by a repeated conversation request, thereby improving the user experience, and solving problems that a conventional customer service system in an on-line chatting mode is not good in instantaneity because the conventional customer service system employs an AJAX to request the server for timing updating, and the pressure on the server is very big because the timing updating of the server.

Systems and methods for remotely diagnosing, trouble shooting, and / or programming an end user telephone by a customer service representative using a telephone and modem system in communication with the user's telephone and modem system during a live telephone call between the customer service representative and the user are disclosed. The method for the user to obtain assistance from the customer service representative for the user system generally comprises initiating a telephone call to the representative, transmitting data signals containing information relating to the user system to the customer service system, speaking with the customer service representative, and receiving data signals that includes a command to control a remotely controllable feature of the user system from the customer service system, wherein the user and customer representative systems selectively alternate between data signal transmissions and voice signal transmissions.

The invention discloses an artificial intelligence customer service agent to manual customer service agent call method, which comprises the following steps: an external call template is preset; the contact data of a target customer is imported; an artificial intelligence customer service agent initiates a call; the artificial intelligence customer service agent judges whether the call gets throughor not; the artificial intelligence customer service agent makes a next call if judging that the call does not get through; the artificial intelligence customer service agent talks to the customer ifjudging that the call gets through; the artificial intelligence customer service agent concurrently judges whether the dialogue can continue or whether the dialogue exceeds a set time; if the dialogue cannot continue or exceeds the set time, the customer is connected to a manual customer service agent for manual service; if the dialogue can continue or does not exceed the set time, the artificialintelligence customer service agent serves the customer until the end of the dialogue; and finally, the artificial intelligence customer service agent or the manual customer service agent records theintention information of the customer. The method can greatly reduce the number of customer service agents needed, enhance the customer service efficiency and standardize the customer service process. Moreover, the method can make problem solving and intelligent service perfectly compatible through the transfer to manual customer service.

The invention discloses a control method used for a customer service system. The control method comprises the steps of judging whether to put through a customer call; when the customer call is put through, playing predetermined audio used for guiding a customer to explain requirements so as to acquire voice input of the customer; recognizing the voice input to obtain a corresponding text; extracting key information of the text; judging whether to put through a customer service seat; and when the customer service seat is put through, controlling a screen corresponding to the customer service seat to display the key information. Thus, when the seat puts through the customer call through transfer, questions of the customer can be answered quickly, thereby improving the efficiency of the customer service system. The invention further discloses a control device used for the customer service system.