55 results about "Omnichannel" patented technology

The invention relates to the technical field of digital marketing, and discloses an omni-channel marketing funnel intelligent attribution model and an automatic budget distribution system, and the model comprises a data collection module which is used for collecting data through a contact recording device and a user identification device which are disposed at a marketing terminal, and a behavior tracking device and a channel classification device which are disposed at a user side. Acquiring information such as multi-channel marketing contact interaction data, user behavior data and channel types; the path analysis module realizes data path analysis through time sequence synchronization of a time alignment unit, feature matching of a path association unit and dynamic adjustment of a computing power scheduling unit; the attribution calculation module generates the conversion attribution weight of each channel based on the matching data; and the budget mapping module establishes a dynamic mapping relationship between the weight and the budget and updates the dynamic mapping relationship. The system outputs the attribution result through the model application module, and the budget execution module distributes the budget according to the dynamic mapping, so that the channel contribution can be accurately evaluated, the scientific distribution of the marketing budget is realized, and the marketing efficiency and the rate of return on investment are improved.

Systems, methods and user interfaces are provided for generating real-time and / or diagnostic omnichannel interaction insights. The method may include obtaining transcripts corresponding to digital service channels. The method may also include generating and inputting channel-specific prompts to machine learning models to obtain insights. The method may also include generating and / or displaying analytical insights. The method may also include obtaining a natural language question, via a conversational interface, directed to a benefits database. The method may also include parsing the question. The method may also include ranking benefits using a recommendation algorithm. The method may also include generating a context by applying a language template. The method may also include inputting the context to a large language model. The method may also include providing a response to an agent to cause the agent to perform one or more actions. The method may also include generating and displaying a dashboard.

A multi-tiered optimization and machine learning framework is provided in which operational decisions as far as driver capacity allocation are taken at three different levels or stages, namely, long-term, short-term, and real-time. While decisions at each stage have individual importance for the operations at different time horizons, this framework utilizes decisions upstream to inform better results downstream. This synergy helps improve allocations when compared to solutions that assign driver capacity for each stage individually.

The invention discloses a full-channel consumer behavior tracking and market investigation integrated platform, which adopts federated learning and differential privacy technologies to construct a privacy-friendly multi-feature identity analysis model, and realizes high-precision matching of cross-channel users. The platform uses a graph attention neural network to represent consumer omni-channel behaviors as a heterogeneous directed graph, and proposes a new structural friction index to identify conversion obstacle nodes in a decision trip. Dominant survey data and recessive behavior data are jointly embedded by using an auto-encoder, a causal forest model is introduced to estimate the causal effect of attitude factors on purchase behaviors, and a comprehensive value function is constructed to fuse behavior preference, attitude tendency, causal effect and journey resistance. And the decision support layer automatically triggers personalized marketing intervention according to the friction index and the value score, and feeds back a dynamic optimization model in combination with an A / B test. According to the invention, balance between privacy protection and accurate identification is realized, consumer decision-making journey can be deeply observed, and causal-driven value prediction is provided.

Various embodiments relate generally to data science and data analysis, computer software and systems, and control systems to provide a platform to implement automated responses to data representing electronic messages, among other things, and, more specifically, to an automated predictive response computing system independent of electronic communication channel of an electronic message payload, the automated predictive response computing system being configured to, for example, implement a universal data space based on, at least in part, conversational data flows, which may be classified and used to provide a predictive response to assist resolution, such as assisting an agent among other things. In an example, a method may include augmenting at least a subset of one or more portions of communication data, implementing augmented communication portion data to determine a predicted response, and generating data to facilitate the predicted response based on the subset of inbound electronic messages.

The invention discloses an Internet of Things industry intelligent customer service supervision and control system based on artificial intelligence, and belongs to the technical field of customer service supervision. Comprising an omni-channel intelligent access and intention understanding module, an AI intelligent center and complex decision module, an intelligent supervision and ethical regulation and control module, a man-machine cooperation and humanistic care module, a data-driven optimization and edge intelligent module and a security privacy and controllable treatment module, and the omni-channel intelligent access and intention understanding module is used for integrating multiple channels. Unified request distribution is achieved, data input by a user are analyzed through voice recognition, NLU natural language understanding and image recognition technologies, composite intentions are accurately captured, interaction strategies are dynamically adjusted in combination with device state data, user historical behaviors and real-time positions, and pacified talking skills or manual intervention are triggered through voiceprint / text emotion analysis. On the basis of realizing customer service supervision and regulation, all-channel fusion and intention accurate analysis can be realized, and ethical safety integrated design can be realized.

The invention discloses a customer service omni-channel-oriented multi-modal arrangement system, and the system comprises an omni-channel access module which integrates ASR, OCR and MLLM technologies and is used for translating multi-modal data input into unified text semantic representation in real time; the logic arrangement module integrates NLP, LLM and IT interface components, supports extension and is used for logic arrangement based on business requirements, and the arranged service has multiple mechanisms and can realize a low-delay and high-availability service chain; the multi-modal generation module integrates TTS, T2I and MLLM technologies and is used for generating corresponding modal data according to channel requirements and supporting streaming and non-streaming output; and the full-process service monitoring module is used for monitoring the state, the time delay and the error rate of each module in real time and guaranteeing the service stability and the user experience. The cross-modal data unified processing is effectively realized, the system development and maintenance cost is reduced, and the customer service efficiency and quality are improved.

The invention provides a bank omni-channel message intelligent management and control method and system, and the method comprises the steps: accessing a standard structured event pushed by a business system, carrying out the compliance and anti-repetition verification, and obtaining a standardized event object; performing three-dimensional dynamic strategy matching on the received standardized event object to obtain a decision result containing a trigger rule ID; selecting a message sending channel based on the decision result containing the trigger rule ID, adopting a policy mode to realize multi-channel routing, and setting in a failover mechanism to obtain a channel execution context; and carrying out data storage on the standardized event object, the decision result containing the trigger rule ID and the channel execution context, and meanwhile, establishing an index to construct a full-link tracking index. According to the method, unified management and control of the messages are realized through standardized access and intelligent routing, accurate touch is ensured by adopting dynamic strategy matching, and unified management and control, dynamic optimization and visual monitoring of the whole message sending process are finally realized by combining failover and full-link tracking.

Systems, methods and user interfaces are provided for generating real-time and / or diagnostic omnichannel interaction insights. The method may include obtaining transcripts corresponding to digital service channels. The method may also include generating and inputting channel-specific prompts to machine learning models to obtain insights. The method may also include generating and / or displaying analytical insights. The method may also include obtaining a natural language question, via a conversational interface, directed to a benefits database. The method may also include parsing the question. The method may also include ranking benefits using a recommendation algorithm. The method may also include generating a context by applying a language template. The method may also include inputting the context to a large language model. The method may also include providing a response to an agent to cause the agent to perform one or more actions. The method may also include generating and displaying a dashboard.

A system, apparatus, method, and non-transitory computer readable medium for providing an omni-channel content mapper framework may include a server caused to receive a content request from at least one user device, the content request including a unique content identifier associated with the requested content and desired content type information corresponding to the requested content, determine a desired content mapper (CM) plugin corresponding to the desired content type information from a plurality of CM plugins, obtain content data corresponding to the unique content identifier from a content database, generate an application-agnostic structured data document using the determined content mapper plugin, the application-agnostic structured data document including the obtained content data, and transmit the application-agnostic structured data document to the at least one user device in response to the content request.

The invention provides a novel customer relationship management method, and belongs to the technical field of artificial intelligence and application. Establishing a data base which is used for gathering and integrating multi-source data and consists of client omni-channel interaction data and enterprise business data; based on feature engineering and RFM, the FCI model defines customer feature portraits including behavior preferences, management cycle stages and marketing response laws based on a data base. And taking the customer feature portrait as an input parameter of the random forest model, training the random forest model in combination with historical data, and outputting a marketing strategy including a recommendation category, a communication channel, an interaction frequency, a discount threshold value and a docking person level. According to the invention, based on the multi-dimensional marketing strategy output by the random forest model, the execution link can be directly connected, and manual secondary adjustment is not needed; and meanwhile, the model can quickly adapt to different customer group characteristics, so that'homogenization 'and'hysteresis' of traditional manual strategy formulation are avoided, and manual dependence and management cost are reduced.

The invention provides a safety protection method for a terminal application based on an omni-channel system and the omni-channel system.The method comprises the steps that events of the terminal application are obtained through a data collection system of the omni-channel system, and the events comprise one or more of an APP event, a light application event and a flow use event; according to the type of the event, a corresponding evaluation system of the omni-channel system is adopted for risk evaluation, an evaluation result is obtained, and the evaluation system comprises one or more of an APP evaluation system, a light application evaluation system and a flow evaluation system; and under the condition that the assessment result represents that the risk exists, a linkage analysis system of the omni-channel system is adopted to generate a defense instruction according to the assessment result, and the defense instruction is sent to a server used by the financial institution. The method solves the problem of low safety protection capability caused by fragmentation of a traditional application monitoring mode in the prior art.

This invention relates to a method for creating a customer profile map and intelligent attribution analysis based on omnichannel data fusion. The method includes: obtaining a first feature set from multi-source heterogeneous raw data; extracting the time offset baseline and clock drift coefficient of nodes, compensating for discrepancies in conflicting timestamps, and obtaining a unified time-series benchmark through constraint propagation; extracting service commitment subjects and business process elements, using link association to obtain implicit associations between commitment elements and business nodes, and embedding business data under the unified time-series benchmark with the commitment link to obtain a second feature set; obtaining implicit associations and transmission paths between nodes to generate associated data for customer profile nodes; identifying abnormal nodes in complaint feedback and problem representation through cross-dimensional fusion; and tracing the source of the problem through reverse link tracing to obtain intelligent attribution results based on cause deconstruction. This method achieves a customer profile map and intelligent attribution analysis based on omnichannel data fusion.

This invention discloses a cloud-based omnichannel sales management method for electronic products, relating to the field of e-commerce supply chain management technology. The method includes: under the constraints of a channel product consistency benchmark table, aggregating and decomposing inventory quantities to generate an inventory status ledger and formulating inventory occupancy instruction rules; statistically analyzing inventory fulfillment capability indicators from the inventory status ledger and aggregating them into a supply capability score, and combining this with fulfillment path generation rules to generate a set of candidate fulfillment paths; performing structured processing and matching data retrieval on a preset pricing strategy configuration to generate a channel price snapshot table, and generating transaction judgment records through solidification and verification; evaluating the set of candidate fulfillment paths based on the transaction judgment records and inventory occupancy instruction rules, and, in conjunction with the channel price snapshot table, performing path selection and price verification to generate order confirmation records. This invention achieves end-to-end resource optimization and efficient collaborative decision-making.

Described herein is a cloud-based omnichannel customer interaction service, also referred to as a contact center service, that deploys an improved data model for capturing customer interaction data. From the data model, a database schema is instantiated to include a set of related database tables. The arrangement and relationship of the data and the database tables improves the functioning of the contact center service in a variety of ways, to include seamless concurrent communications between customer and agent across multiple channels, and seamless transitions between agents, who can be added to a customer interaction with relative ease.

The invention provides a deep intention mining method and system based on omni-channel user feedback, and the method comprises the steps: S1, collecting omni-channel user feedback historical data and intention result data, constructing a multi-channel vector library, and maintaining lexicon map data; s2, retrieving a full-channel user feedback data source, performing retrieval threshold judgment, and if the similarity is smaller than a preset value, executing lexicon map preparation; otherwise, giving a conclusion through LLM intelligent analysis in combination with similar historical results; s3, multi-dimensional evaluation including rule evaluation, non-keyword library evaluation and keyword library evaluation is carried out on the feedback content in combination with the lexicon graph, and evaluation results are integrated; s4, deep intention mining is completed through LLM intelligent analysis in combination with a multi-dimensional evaluation result, and an analysis result is fed back to a data acquisition link to optimize a data system; and S5, the mining result is visually displayed through Echarts. Through deep mining of omni-channel feedback data, intentions of banking business users are accurately captured, and business optimization and resource matching are assisted.

This invention discloses a method for member preference modeling and product recommendation based on omnichannel consumption trajectories, relating to the fields of retail digitization and intelligent recommendation. The method includes: collecting member channel consumption records and generating a unified consumption event sequence; generating a unified member index based on identity clues; performing continuity judgment on the unified consumption event sequence based on the unified member index, outputting cross-channel intent continuity coefficients and consumption trajectory fragments; performing preference deposition on the consumption trajectory fragments to generate dynamic member preferences; collecting product operation records and generating product constraint information; and generating product recommendation results based on consumption trajectory fragments, product constraint information, and dynamic member preferences. By unifying omnichannel consumption events, constructing continuous consumption trajectories, and integrating product operation constraints, the method achieves integrated processing of member preference modeling and product recommendation.

An omni-channel communication request to send communication content to a recipient is received via an application programming interface (API) call. A recipient profile including communication endpoint identifiers associated with the recipient is identified. Each communication endpoint identifier is associated with a respective communication channel. Based on historical user engagement data, a communication channel that is predicted to yield an optimal value of a chosen user engagement metric is selected from among the communication channels. A communication endpoint identifier associated with the communication channel is selected from among the communication endpoint identifiers associated with the recipient. A message including the communication content is then transmitted to the communication endpoint identifier. A set of channel selection rules may be used to select the communication channel in addition to, or instead of, the historical user engagement data.

The invention discloses a 5G-based enterprise order management method and system, and relates to the technical field of data processing. Omni-channel sales and IoT inventory change events are captured in real time through a 5G data sensing module, and are processed by a unified inventory fusion module to construct a globally unified and millisecond-level updated real-time inventory view; and the problems of oversell and data delay are solved from the source. On the basis, the dynamic performance strategy module abandons a static rule, comprehensively evaluates the real-time inventory satisfaction rate of each potential node for a new order, estimates the logistics cost and time efficiency, the operation load and the expected profit rate, and calculates the performance health degree index to select the optimal node. More importantly, the system efficiency feedback module can analyze the actual deviation between the cost and the time efficiency, continuously and adaptively adjust and optimize the weight of a decision model by using a machine learning algorithm, ensure that the performance decision of each order is a dynamic global optimal solution, and finally realize the maximization of the overall operation benefit of an enterprise.

An omni-channel adapter receives a request to create a communication session for a customer. Based on the request, the omni-channel adapter selects a channel-specific orchestrator. The request is modified, or a new request is generated, to suit the selected channel-specific orchestrator. The channel-specific request is sent to the channel-specific orchestrator. In response, the channel-specific orchestrator creates the communication session. Further communications between the customer and the channel-specific orchestrator may also be intermediated by the omni-channel adapter, which may maintain state information about the communication session. For example, a unique identifier may be generated by the omni-channel adapter or the channel-specific orchestrator for the communication session. A request by the customer to add an additional device to the communication session may include the identifier of the session. Based on the identifier of the session, the omni-channel adapter identifies the channel-specific orchestrator for the communication session.

Systems and methods are disclosed for real time, frictionless channel switching to map and transpose a transaction on a preferred channel from an incoming channel. The systems and methods may use a machine learning model that processes features from a plurality of channels to determine the preferred channel. An omni channel processor is used to determine intended functionality data of the transaction for the preferred channel. The systems and methods may generate transposed intent data based on the intended functionality data of the transaction for the preferred channel. A deep link is generated and embedded with the transposed intent data and a channel access token for the transaction on the preferred channel. The deep link is configured to access and complete the requested transaction on the preferred channel.

A computer implemented method and system of evaluating a fulfillment strategy in an omnichannel distribution system is provided. Input parameters are received from a computing device of a user. Historical data related to a network of nodes is received from a data repository. A synthetic demand status is determined based on the historical data and the input parameters. A synthetic network status based on the historical data and the input parameters are determined. A fulfillment strategy is identified based on the synthetic demand status and the synthetic network status. Key performance indicators (KPIs) for the fulfillment strategy are determined based on the synthetic demand status and the synthetic network status.

A system and method for multi-channel dynamic advertisement testing. The system comprises a multi-platform adaptive ad campaign manager, a dynamic advertisement engine, a campaign database, and an omnichannel text-based communicator. The system receives customer interactions with two advertisement test variants, establishes a real-time media stream between a customer device and a second user device, and monitors the media stream to collect data related to effectiveness of the advertisement variants. The system may analyze media stream data together with a plurality of other data types to statistically determine which of the two advertisement variants resulted in better performance based on a variety of advertisement metrics. The system may use the plurality of data and the statistical analysis to suggest an advertisement element to be altered in the next round of advertisement variant testing. This system can combine data collection and analytics for an ad campaign together into one system.

The invention relates to the technical field of computers, and discloses an omni-channel information flow management and control method and device, a storage medium and computer equipment, and the method comprises the steps: receiving message processing requests of a plurality of source systems through a uniform interface; the message processing request is input into a rule engine for sending decision verification, a sending decision verification result is obtained, and sending decision verification comprises the steps that a sending frequency database is inquired based on the client identification, and the total amount of messages sent to the target client in the current time window is obtained; if the total amount of the messages is smaller than the preset global frequency threshold value, judging that the sending decision verification result is sending permission, and screening a target sending channel based on a preset scheduling strategy; and sending the to-be-sent content to the target client based on the corresponding channel adapter. According to the method, cross-system repeated reaching is avoided, it is ensured that the same customer does not receive the total message amount exceeding the reasonable limit in unit time, the customer experience is improved, and then global optimization and efficiency improvement of reaching resources are achieved.

A system and method for omnichannel voice and text-based routing, transfer, and customer-to-enterprise communications with a secure smart mobile user device. The system is a cloud-based network containing an interaction control server, a routing engine, an optimization engine, a media translation server, a mobile application, a business entity portal, mobile and compute devices for business enterprise and customer, and an enterprise database. Taken together or in part, said system optimizes customer interactions by delivering context aware text message, chat or email to customers; and when requested by customer, optimally routes with context, based upon a multitude of variables, to best available resource to handle the customer interaction. The system may be accessed through web browsers, purpose-built computer, mobile phone applications or a secure smart mobile user device.

A session shared data system accesses a first communication between a user and a support agent on a first communication channel and stores communication data associated with the first communication in a session shared data object. The session shared data system accesses a subsequent communication between the user and a second agent on a second communication channel, receives a query associated with the subsequent communication and transmits the response to a device of the second agent.

The invention discloses an omni-channel service quality management system based on multi-model collaborative optimization, and the system comprises a session processing module which is used for obtaining and preprocessing omni-channel customer service data; the knowledge collecting and editing module is used for constructing a searchable business knowledge base; the intention analysis module is used for performing intention analysis and context association processing on the target session fragment; the knowledge retrieval module is used for performing hierarchical retrieval and multi-dimensional reordering; the input construction module is used for constructing a service quality judgment input packet; the collaborative analysis module is used for carrying out analysis and result packaging through the multi-model collaborative processing module; and the judgment fusion module is used for performing compliance judgment and weight fusion processing, generating a service quality judgment result set and writing the service quality judgment result set into the service quality management database. The multi-model collaborative analysis and result fusion method is adopted, intelligent judgment and compliance control of the omni-channel service quality are achieved, and the method has the advantages of being high in judgment accuracy, high in adaptability and high in automation degree.

This invention relates to the field of multimodal information processing and cross-device session migration technology, and discloses a method and system for seamless omnichannel session switching based on reinforcement learning. The method includes: acquiring session data and performing fusion processing to obtain an initial dialogue context; performing semantic alignment based on the initial dialogue context, determining the degree of semantic deviation, and comparing it with a preset threshold to determine an optimized migration path; performing integrity analysis based on the migration path to obtain a consistency evaluation result; performing dialogue state recovery and continuity reconstruction based on the consistency evaluation result to obtain a corrected dialogue state; performing information completion and eliminating loop interference based on the corrected dialogue state to generate a complete migration data packet; reconstructing the dialogue flow on the target device based on the migration data packet and verifying the migration effect to determine the final seamless session migration state. This invention enables stable and seamless migration of cross-device sessions.

The invention relates to a sorting path planning method for small and medium-sized planar warehouses in an omni-channel mode, and the method comprises the steps: selecting a current sorting order and a corresponding target sorting object from a plurality of sorting orders distributed to a plurality of sorting objects, and carrying out the sorting of the current sorting order and the corresponding target sorting object in goods allocation information, detecting a plurality of target sorting channels in which replenishment SKUs corresponding to the sorting SKUs associated with the current sorting order are stored; based on the sorting waiting time required for the target sorting object to enter the target sorting channels for sorting, sequentially determining the order of entering the multiple target sorting channels, and based on the order and a path strategy determined according to the type of the sorting order, generating a target sorting path corresponding to the current sorting order; and the target sorting paths corresponding to the plurality of sorting orders are planned in sequence to obtain a planning result, so that the problems of serious occupation conflict, long time consumption and low sorting efficiency of sorting operation in an omni-channel mode in related technologies are solved, the total sorting operation time is minimized, and the sorting operation efficiency is improved.

Embodiments include a computing device that executes software routines and / or one or more machine-learning architectures providing improved omni-channel authentication solutions. Embodiments include one or more computing devices that provide an authentication interface by which various communication channels may deposit contact or session data received via a first-channel session into a non-transitory storage medium of an authentication database for another channel to obtain and employ (e.g., verify users). This allows the customer to access an online data channel and enter the contact center through a telephony communication channel, but further allows the enterprise contact center systems to passively maintain access to various types of information about the user's identity captured from each contact channel, allowing the call center to request or capture authenticating information (e.g., voice biometrics) from both channels to employ authentication processes for one or both channels, such as voice biometrics authentication processes or other types of authentication functions.