发明名称 |
Visual knowledge publisher system |
摘要 |
A Visual Knowledge Publisher (VKP) system provides a graphical user interface environment that acts as a development platform for authoring predetermined dialog text for servicing various customer products and services and a Customer Interaction Platform for managing the interactions between the customer and the system. The VKP creates and outputs an XML document, using a Support Incident Markup Language (SIML). Each SIML document contains the procedural flows of the system's interactions with a human and the presentation elements of those interactions that are necessary to resolve the problem, often by a variety of methods. In this manner using a SIML document as input, voice and website dialogs may be defined a priori for various common problems. These dialogs allow a caller to interactively step through a procedure to resolve the problem using multiple channels (such as phone, web and PDA).
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申请公布号 |
US2003229855(A1) |
申请公布日期 |
2003.12.11 |
申请号 |
US20030455704 |
申请日期 |
2003.06.04 |
申请人 |
GORELOV ZOR;CUDDIHY DAVID;BROWN RUTH |
发明人 |
GORELOV ZOR;CUDDIHY DAVID;BROWN RUTH |
分类号 |
G06F17/22;G06F17/24;G06Q30/00;(IPC1-7):G06F17/00 |
主分类号 |
G06F17/22 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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