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1. (WO2018201148) AUTOMATED MULTI-CHANNEL CUSTOMER JOURNEY TESTING
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Pub. No.: WO/2018/201148 International Application No.: PCT/US2018/030267
Publication Date: 01.11.2018 International Filing Date: 30.04.2018
IPC:
G06F 17/30 (2006.01) ,G06N 5/00 (2006.01) ,G06F 15/16 (2006.01)
G PHYSICS
06
COMPUTING; CALCULATING; COUNTING
F
ELECTRIC DIGITAL DATA PROCESSING
17
Digital computing or data processing equipment or methods, specially adapted for specific functions
30
Information retrieval; Database structures therefor
G PHYSICS
06
COMPUTING; CALCULATING; COUNTING
N
COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS
5
Computer systems utilizing knowledge based models
G PHYSICS
06
COMPUTING; CALCULATING; COUNTING
F
ELECTRIC DIGITAL DATA PROCESSING
15
Digital computers in general; Data processing equipment in general
16
Combinations of two or more digital computers each having at least an arithmetic unit, a programme unit and a register, e.g. for a simultaneous processing of several programmes
Applicants:
CYARA SOLUTIONS CORP [US/US]; 1 Sansome Street Suite 3500 San Francisco, CA 94104, US
Inventors:
KULKARNI, Alok; AU
WILLSHIRE, Geoff; AU
Agent:
GALVIN, Brian, R.; US
Priority Data:
15/632,36925.06.2017US
62/491,25628.04.2017US
Title (EN) AUTOMATED MULTI-CHANNEL CUSTOMER JOURNEY TESTING
(FR) TEST DE TRAJET CLIENT MULTI-CANAL AUTOMATISÉ
Abstract:
(EN) A system and method for automated multi-channel customer journey testing, that links communication channels and follows a customer interaction across multiple channels as a single journey, incorporating data and interaction content from each channel utilized to maintain a "big picture" view of a customer's journey across these channels during an interaction. The invention also provides flexible success indicators to accommodate virtual assistant and chat bot programs, by accommodating variances in expected test results such as to handle natural language variance, time of day, context, and other factors that may cause variances in interaction content.
(FR) L'invention concerne un système et un procédé de test de trajet client multi-canal automatisé, qui lie des canaux de communication et suit une interaction client à travers de multiples canaux en tant que trajet unique, incorporant des données et un contenu d'interaction à partir de chaque canal utilisé pour maintenir une vue d'ensemble du trajet d'un client à travers ces canaux pendant une interaction. L'invention concerne également des indicateurs de réussite flexibles servant à recevoir des programmes d'assistant virtuel et de robot conversationnel, par une réception de variances dans des résultats de test attendus de façon à gérer une variance de langage naturel, une heure du jour, un contexte et d'autres facteurs qui peuvent provoquer des variances dans un contenu d'interaction.
Designated States: AE, AG, AL, AM, AO, AT, AU, AZ, BA, BB, BG, BH, BN, BR, BW, BY, BZ, CA, CH, CL, CN, CO, CR, CU, CZ, DE, DJ, DK, DM, DO, DZ, EC, EE, EG, ES, FI, GB, GD, GE, GH, GM, GT, HN, HR, HU, ID, IL, IN, IR, IS, JO, JP, KE, KG, KH, KN, KP, KR, KW, KZ, LA, LC, LK, LR, LS, LU, LY, MA, MD, ME, MG, MK, MN, MW, MX, MY, MZ, NA, NG, NI, NO, NZ, OM, PA, PE, PG, PH, PL, PT, QA, RO, RS, RU, RW, SA, SC, SD, SE, SG, SK, SL, SM, ST, SV, SY, TH, TJ, TM, TN, TR, TT, TZ, UA, UG, US, UZ, VC, VN, ZA, ZM, ZW
African Regional Intellectual Property Organization (ARIPO) (BW, GH, GM, KE, LR, LS, MW, MZ, NA, RW, SD, SL, ST, SZ, TZ, UG, ZM, ZW)
Eurasian Patent Office (AM, AZ, BY, KG, KZ, RU, TJ, TM)
European Patent Office (EPO) (AL, AT, BE, BG, CH, CY, CZ, DE, DK, EE, ES, FI, FR, GB, GR, HR, HU, IE, IS, IT, LT, LU, LV, MC, MK, MT, NL, NO, PL, PT, RO, RS, SE, SI, SK, SM, TR)
African Intellectual Property Organization (BF, BJ, CF, CG, CI, CM, GA, GN, GQ, GW, KM, ML, MR, NE, SN, TD, TG)
Publication Language: English (EN)
Filing Language: English (EN)