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1985results about "Customer relationship" patented technology

Systems and methods to facilitate selling of products and services

The system of the present invention provides systems and methods for selling goods and services on, over, through, and in conjunction with the Internet. The system receives session (clickstream) information on a customer's website session from the enterprise's website and may also receive customer information on the customer from the enterprise's CRM or eCRM system. The session information referred to comprises the goods or services the customer is searching and metadata about such search and the relevant products, such as the surfing pattern itself. The system determines from the received information, based on the interaction between matching rules created using the system by the enterprise and the system's matching engine, whether the customer is a candidate for assistance from a sales associate. The system creates and indexes information on available sales associates and their performance, selling capabilities and product expertise. The system further matches the customer with at least one sales associate, ideally the most appropriate sales associate, based on the customer, session, and sales profile associate information, and facilitates communication between the sales associate and the customer. Additionally, the system provides information on the customer, products or services the customer is interested in, and the collateral sales materials (both internal and external to the enterprise) and selling techniques to the sales associate based on the particular sales opportunity. The system facilitates communication between the sales associate and the customer on the basis of chat, voice over IP, email and the public switched telephone network, including the concept of bridging a chat session into a PSTN conference call during which call the sales associate and customer maintain a co-browsing session with regard to the opportunity over the Internet.
Owner:LIVEPERSON

Customer service information providing method and device, electronic equipment and storage medium

The invention provides a customer service information providing method and device, electronic equipment and a storage medium. The method comprises the steps of receiving a Chinese text input by a user; inputting the input Chinese text into a Chinese customer service question-answering model based on a Bi-LSTM (Bidirectional Long Short-Term Memory) model and a CNN (Convolutional Neural Network) model to acquire an answering statement; inputting the input Chinese text into a content extraction and intention classification model based on a Bi-LSTM-CRF (Conditional Random Field) model and an LSTMclassifier to acquire customer intention classification and key information; determining service recommended to a user according to the customer intention classification and the key information; inputting the input Chinese text into a Chinese text emotion analysis model based on the CNN model to acquire a user emotion classification; adjusting the answering statement according to the user emotionclassification; and in combination with the adjusted answering statement and the determined service, providing customer service information to the user. According to the method and device optimizationmodel provided by the invention, the automatic customer service answering is realized.
Owner:上海携程国际旅行社有限公司
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