公开(公告)号：US09729718B2

公开(公告)日：2017-08-08

申请号：US14175074

申请日：2014-02-07

Applicant: ORACLE INTERNATIONAL CORPORATION

Inventor： Victor Chung-Wai Chan ,  W. Scott Seebauer

IPC: H04M3/523

CPC classification number: H04M3/5234 ,  H04M3/5238

Abstract: Embodiments of the invention provide systems and methods for dynamically selecting a customer agent workflow for handling a customer contact in a contact center based on current contact center load. According to one embodiment, managing agent workflows in a contact center can comprise receiving a customer contact and selecting an agent from a plurality of agents to handle the customer contact. A current load of the contact center can be determined and a workflow for the selected agent to handle the customer contact can be dynamically selected from a plurality of workflows based on the determined current contact center load.

公开(公告)号：US20170026317A1

公开(公告)日：2017-01-26

申请号：US15288958

申请日：2016-10-07

Applicant: Oracle International Corporation

Inventor： Min Wu ,  Arin Bhowmick ,  Victor Chung-Wai Chan ,  Kent O. Swartz ,  Peter S. Tung

IPC: H04L12/58 ,  G06F17/30 ,  H04L29/08

CPC classification number: H04L51/04 ,  G06F16/951 ,  G06Q10/107 ,  H04L12/1818 ,  H04L12/1822 ,  H04L67/02

Abstract: A method, system, and computer-program product for communicating within a messaging architecture using a structured data object are disclosed. The method includes identifying a structured data object configured to represent structured data, receiving the structured data at a messaging system, generating a message that includes the structured data, and sending the message. The structured data object is configured to be accessed by an application and the messaging system, and includes a request element and a response element. The sending includes transferring the message via the messaging system.

Abstract translation: 公开了一种用于使用结构化数据对象在消息架构内进行通信的方法，系统和计算机程序产品。 该方法包括识别被配置为表示结构化数据的结构化数据对象，在消息收发系统处接收结构化数据，生成包括结构化数据的消息以及发送消息。 结构化数据对象被配置为被应用程序和消息系统访问，并且包括请求元素和响应元素。 发送包括通过消息系统传送消息。

公开(公告)号：US20170024680A1

公开(公告)日：2017-01-26

申请号：US14804496

申请日：2015-07-21

Applicant: Oracle International Corporation

Inventor： Dana Allison ,  Denis Gulsen ,  Victor Chung-Wai Chan ,  Adam Craig Pocock ,  Pallika Kanani ,  David Greenberg

IPC: G06Q10/06 ,  G06Q30/00 ,  G06F17/30

CPC classification number: G06Q10/063112 ,  G06F16/24578 ,  G06Q30/016

Abstract: Embodiments described herein provide an efficient multi-dimensional routing algorithm that takes into account decision factors including but not limited to skills of the agents, a channel to be used for a particular contact, personal preferences and other contact specific information, a balance between inbound and outbound contacts, the relative expense of agents for a particular contact, etc. This routing algorithm can be adapted to handle mandatory conditions as well as soft conditions. Each of the various possible conditions can be weighted by the entity implementing the contact center based on a relative importance of the factor to that entity. Embodiments can also include a set of analytics that provides insight into the correlation between the decision factors and desired outcomes which can be used, for example, for proper tuning of the algorithm based on an adjustment of the weight applied to these various factors.

Abstract translation: 本文描述的实施例提供了一种有效的多维路由算法，其考虑了决定因素，包括但不限于代理人的技能，用于特定联系人的信道，个人偏好和其他联系人特定信息，入站和 出站联系人，特定联系人的代理人的相对费用等。该路由算法可以适应于处理强制条件以及软条件。 各个可能的条件中的每一个都可以由实体联络中心的实体根据因素对该实体的相对重要性加权。 实施例还可以包括一组分析，其提供对决策因素和期望结果之间的相关性的了解，可以使用，例如，基于对这些各种因素的权重的调整来适当地调整算法。

公开(公告)号：US09325645B2

公开(公告)日：2016-04-26

申请号：US13646301

申请日：2012-10-05

Applicant: Oracle International Corporation

Inventor： Min Wu ,  Arin Bhowmick ,  Victor Chung-Wai Chan ,  Kent O. Swartz ,  Peter S. Tung

IPC: H04L12/58

CPC classification number: H04L51/046 ,  H04L51/04

Abstract: A method, system, and computer-program product for communicating within a messaging architecture using a structured data object are disclosed. The method includes assembling a dynamic form object and submitting dynamic form information, associated with the dynamic form object, into a messaging session. The assembling includes an assembly operation, which, in turn, includes identifying an input field of an interface of an application, transferring input field information to a messaging system, and generating an element of the dynamic form object. The input field information is associated with the input field, and the generating uses the input field information. Further, the submitting includes transferring a message via the messaging system, the message including the dynamic form information.

Abstract translation: 公开了一种用于使用结构化数据对象在消息架构内进行通信的方法，系统和计算机程序产品。 该方法包括组合动态表单对象并将与动态表单对象相关联的动态表单信息提交到消息会话中。 组装包括组装操作，其又包括识别应用的接口的输入字段，将输入字段信息传送到消息系统，以及生成动态表单对象的元素。 输入字段信息与输入字段相关联，并且生成使用输入字段信息。 此外，提交包括经由消息收发系统传送消息，消息包括动态表单信息。

公开(公告)号：US09972024B2

公开(公告)日：2018-05-15

申请号：US14282071

申请日：2014-05-20

Applicant: ORACLE INTERNATIONAL CORPORATION

Inventor： Victor Chung-Wai Chan ,  W. Scott Seebauer

IPC: G06Q30/02

CPC classification number: G06Q30/0201 ,  G06Q30/016 ,  G06Q30/02

Abstract: Embodiments provide systems and methods for providing customer insights across multiple channels based on cross-channel interactions with the customer. More specifically, embodiments of the present invention are directed to a customer insight hub that leverages data sources across a Customer Relationship Management (CRM) product suite of a plurality of different CRM applications to generate rich customer insights that can be easily leveraged across customer channels including but not limited to web, telephony, chat, emails, social, etc. These insights can be used by different processes and/or provided on an agent desktop to facilitate the delivery of a personalized, efficient, and consistent end customer experience across customer touch points or channels. Embodiments include defining and generating commonly used customer insights, including but not limited to customer identity, customer intent, customer priority, and customer preferences, as well as custom insights.

公开(公告)号：US09501764B2

公开(公告)日：2016-11-22

申请号：US13646258

申请日：2012-10-05

Applicant: Oracle International Corporation

Inventor： Min Wu ,  Arin Bhowmick ,  Victor Chung-Wai Chan ,  Kent O. Swartz ,  Peter S. Tung

IPC: G06F15/16 ,  G06Q10/10 ,  H04L12/18

CPC classification number: H04L51/04 ,  G06F17/30864 ,  G06Q10/107 ,  H04L12/1818 ,  H04L12/1822 ,  H04L67/02

Abstract: A method, system, and computer-program product for communicating within a messaging architecture using a structured data object are disclosed. The method includes identifying a structured data object configured to represent structured data, receiving the structured data at a messaging system, generating a message that includes the structured data, and sending the message. The structured data object is configured to be accessed by an application and the messaging system, and includes a request element and a response element. The sending includes transferring the message via the messaging system.

Abstract translation: 公开了一种用于使用结构化数据对象在消息架构内进行通信的方法，系统和计算机程序产品。 该方法包括识别被配置为表示结构化数据的结构化数据对象，在消息收发系统处接收结构化数据，生成包括结构化数据的消息以及发送消息。 结构化数据对象被配置为被应用程序和消息系统访问，并且包括请求元素和响应元素。 发送包括通过消息系统传送消息。

公开(公告)号：US11151577B2

公开(公告)日：2021-10-19

申请号：US14263168

申请日：2014-04-28

Applicant: ORACLE INTERNATIONAL CORPORATION

Inventor： Victor Chung-Wai Chan ,  W. Scott Seebauer

IPC: G06Q30/00 ,  G06Q10/06

Abstract: Embodiments of the invention provide systems and methods for managing workflows in a contact center. More specifically, embodiments of the present invention are directed to dynamically influencing workflows based on learned insights into those workflows. With end-to-end Customer Relationship Management (CRM) suites, which manage the entire customer service journey from consumer website to knowledge base to escalation to a live agent via a communication channel to incident creation and incident resolution, it is possible to provide an out-of-the-box, simple-to-use solution to the above problems that offers unique advantages over the expensive, custom, bolt-on solutions.

公开(公告)号：US10348579B2

公开(公告)日：2019-07-09

申请号：US14325751

申请日：2014-07-08

Applicant: ORACLE INTERNATIONAL CORPORATION

Inventor： Victor Chung-Wai Chan

IPC: H04L12/24 ,  G06Q30/00 ,  H04L29/08

Abstract: Embodiments of the invention provide systems and methods for an eService ecosystem that provides a common trouble ticket platform for creating and handling trouble tickets generated by and received from an “Internet of Things (IoT).” More specifically, many product vendors are moving to make all of their products internet connected. This move includes not only products that are typically considered to be technology-type products such as personal computers, cellphones, media players, etc., but any and all types of products including but not limited to household appliances, automobiles, medical devices, and a variety of other devices which are increasingly available with processing and communications abilities. Embodiments of the present invention provide a common trouble ticket management platform that all Internet of Things vendors can use.

公开(公告)号：US09553990B2

公开(公告)日：2017-01-24

申请号：US14724872

申请日：2015-05-29

Applicant: ORACLE INTERNATIONAL CORPORATION

Inventor： Scott Sloan ,  Victor Chung-Wai Chan ,  Christopher Patterson ,  Manish Sharma

IPC: H04M3/42 ,  H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04M3/51 ,  H04M3/56

CPC classification number: H04M3/5233 ,  H04M3/58

Abstract: Embodiments of the invention provide systems and methods for facilitating collaboration in a contact center by providing a roster of recommended subject matter experts on a topic related to an ongoing customer contact session. For example, embodiments can use a modification of the skills matching algorithm of the CRM system used to initially select an agent to also evaluate the needs of the service incident, and match those needs with people who would be able to contribute to a conversation and help the agent. The system can then recommend these possible contributors in a ranked order based on how well each collaborator's skills match the requirements of the incident. When the agent requires assistance and creates a conversation, the system can recommend to the agent a list of users that can help, based on the strength of the match to the skill that would equate to the incident.

Abstract translation: 本发明的实施例提供了通过提供关于正在进行的客户联系会话的主题的推荐主题专家名单来促进联络中心中的协作的系统和方法。 例如，实施例可以使用用于最初选择代理的CRM系统的技能匹配算法的修改来评估服务事件的需求，并且将这些需求与能够贡献于对话和帮助的人相匹配 中介。 然后，系统可以根据每个合作者的技能与事件的要求相匹配的顺序推荐这些可能的贡献者。 当代理人需要帮助并创建会话时，系统可以根据与等于事件的技能的匹配强度向代理推荐可以帮助的用户列表。

公开(公告)号：US10445670B2

公开(公告)日：2019-10-15

申请号：US14074040

申请日：2013-11-07

Applicant: ORACLE INTERNATIONAL CORPORATION

Inventor： Victor Chung-Wai Chan ,  W. Scott Seebauer ,  Timothy Barnes ,  Dana Allison

IPC: G06Q10/06

Abstract: Embodiments of the invention provide systems and methods for a team-based approach to skills-based agent assignment in task routing systems. According to one embodiment, performing skills-based task assignments in a task routing system can comprise identifying a team of agents. The team of agents can comprise a plurality of agents handling a currently assigned task but expected to become available for assignment of a new task. Each agent of the team of agents can be earmarked to one of a plurality of new tasks selected from a queue of tasks. At some point, one of the agents of the team can be detected as being available and the agent detected as being available can be assigned to one of the plurality of new tasks based at least in part on consideration of the earmarking of the agents of the team to the plurality of new tasks.