Patents Assigned to Rightnow Technologies, Inc.
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Patent number: 8126977Abstract: A method and system for sending massive e-mail messages that include test messages sent to selected small portions of the global targeted audience. A message containing the text or content part of the message can be stored and retrieved for inclusion in each test message so that the content does not need to be repeatedly retyped. The audience members are selected randomly for each test so that the tests provide statistically valid results. The test results are conveniently grouped for ease of evaluation of the test feedback.Type: GrantFiled: August 4, 2009Date of Patent: February 28, 2012Assignee: RightNow Technologies, Inc.Inventors: Jason Mittelstaedt, Erich Hannan
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Patent number: 7756797Abstract: Systems and methods provide a self-learning knowledgebase in which the ranking and/or order of topic and thread items may be dynamically and automatically adjusted based on self-learning by the knowledgebase. The knowledgebase includes threaded conversations comprising thread topics and thread items within the thread topics. Lists of thread topics and lists of thread items are ordered lists. The order of a thread topic or thread item in an ordered list may be modified based on self-learning activities performed by an information server maintaining the knowledge base. A thread topic or thread item may be moved higher in the list based on requests to view the thread topic or thread item. Further, the order that a thread item appears in an order list may be modified based on a number of responses posted for the thread item.Type: GrantFiled: March 30, 2007Date of Patent: July 13, 2010Assignee: Rightnow Technologies, Inc.Inventor: Radd Icenoggle
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Patent number: 7730072Abstract: A method and apparatus for use in an information retrieval system is provided, which derives related informational items that have a usage based relationship strength, and which results in an efficient and more accurate dynamic relationship association between informational items. This system comprises the steps for detecting a selection of at least a first informational item and a second informational item in an information retrieval session. A relationship type is assigned based on characteristic similarities between the first informational item and the second informational item. Additionally, a relationship strength is assigned based on historical frequency of the consecutive selection of the first and second informational items and providing an access to the second informational item upon detection of the first being accessed by a user of the information retrieval system.Type: GrantFiled: December 29, 2000Date of Patent: June 1, 2010Assignee: Rightnow Technologies, Inc.Inventors: James Neal Richter, Douglas K. Warner, Ganesh Prabu
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Patent number: 7584115Abstract: The present invention provides a system for sales process creation and tracking. The system uses a database for storing information about processes, steps, results, autotasks, deals and deal tracking. An authorized user can create or modify processes. The processes are used to determine and report on the steps completed or to be completed with respect to any deal. The system also records information with respect to the success or failure of the process and the corresponding reasons.Type: GrantFiled: December 19, 2001Date of Patent: September 1, 2009Assignee: Rightnow Technologies, Inc.Inventor: David Victor Sahagian
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Patent number: 7574478Abstract: A method and system for sending massive e-mail messages that include test messages sent to selected small portions of the global targeted audience. A message containing the text or content part of the message can be stored and retrieved for inclusion in each test message so that the content does not need to be repeatedly retyped. The audience members are selected randomly for each test so that the tests provide statistically valid results. The test results are conveniently grouped for ease of evaluation of the test feedback.Type: GrantFiled: December 30, 2003Date of Patent: August 11, 2009Assignee: Rightnow Technologies, Inc.Inventors: Jason Mittelstaedt, Erich Hannan
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Patent number: 7478103Abstract: A method and system for use in an information retrieval system that provides related informational items that can be automatically classified and summarized in a hierarchical manner. The system comprises the steps and means for the presentation and analysis of mined data through the application of four distinct processes, namely, feature selection, clustering, classification and summarization. The implementation of each of these techniques is a single process without regard to order. Individual informational items are analyzed, and relevant features extracted. Individual groups of informational items, otherwise known as clusters, are identified, and rules are determined to allow the assignment of informational items to the previously mentioned groups. Descriptive and meaningful titles are then identified for the groups. Various methods of presenting searched information to an end user are also provided. A method of adaptive clustering is also provided.Type: GrantFiled: August 22, 2002Date of Patent: January 13, 2009Assignee: Rightnow Technologies, Inc.Inventors: Douglas K. Warner, James Neal Richter, Bikramjit Banerjee
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Publication number: 20060069564Abstract: A method of speech recognition is provided for use in searching a knowledge database. A spoken command is communicated to a system. The spoken command is responded to with a set comprising a plurality of keywords. The plurality of keywords is arranged in a best possible set of matches which set of matches is derived by mathematically combining a speech recognition confidence score and a keyword weighting score. The best possible set of matches is then provided to the user.Type: ApplicationFiled: September 9, 2005Publication date: March 30, 2006Applicant: RIGHTNOW TECHNOLOGIES, INC.Inventors: Dana Allison, Anthony Solpietro
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Publication number: 20060069570Abstract: A system and method are provided for defining and executing distributed multi-channel self-service communication systems. A voice system is provided that will assist a user of the system to query the system and receive feedback from the system which can lead to additional queries of the system in order for the user to use a phone-in system for informational purposes. A query is provided from a user in the form of spoken word. The spoken word is converted into a format for searching a knowledge database. The knowledge database is searched for at least one answer object and when found is presented to the user.Type: ApplicationFiled: September 9, 2005Publication date: March 30, 2006Applicant: RIGHTNOW TECHNOLOGIES, INC.Inventors: Dana Allison, Anthony Solpietro
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Patent number: 6842748Abstract: An information retrieval system in accordance with the principles of the present invention maintains a database that defines a relational association between a plurality of informational items in the system. The relational association is based on historical navigational behavior of users of the information retrieval system, and includes a relationship type, which is based on the characteristic similarities between the informational items, and relationship strength, which is based on the historical frequency of any related informational items being selected by a user within the same information retrieval session. When a navigation from one informational item to another information item is detected, the relationship type and the relationship strength of the two informational items are determined and stored in the database.Type: GrantFiled: April 14, 2000Date of Patent: January 11, 2005Assignee: Rightnow Technologies, Inc.Inventors: Douglas K. Warner, Michael A. Myer
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Publication number: 20040010489Abstract: A method and article for providing search-specific page sets and query-results listings is provided. The method and article provides end-users with customized, search-specific pages upon which to initiate a query. A method is also provided for defining the custom search page and the custom results page without the need for line-by-line computer coding. The present invention provides product and service information to end-users in an initiative format.Type: ApplicationFiled: July 12, 2002Publication date: January 15, 2004Applicant: RightNow Technologies, Inc.Inventor: Rodger Sheldon Rio
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Patent number: 6665655Abstract: An information retrieval system allows a user to search a database of informational items for a desired informational item, and presents the search result in the form of matching index entries in the order of relevance. The information retrieval system in accordance with the principles of the present invention assigns a relevance rating to each of the index entries without requiring an explicit input from the user with respect to the usefulness or the relevance of the retrieved information corresponding to the respective index entries. When the user selects and retrieves an informational item through a list of index entries presented by the retrieval system, as a result of a search, the relevance rating of the selected informational item is increased by a predetermined amount.Type: GrantFiled: April 14, 2000Date of Patent: December 16, 2003Assignee: Rightnow Technologies, Inc.Inventors: Douglas K. Warner, Michael A. Myer
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Publication number: 20030225730Abstract: A system, method, and computer program product for dynamically adapting selections in an automatic phone support system is described. The invention may integrate a dynamic knowledge base of responses with the menu selections on an automated phone system or other response system to present the most frequently used items earlier in the option list, or otherwise order options and information. Call data may be captured from single callers or historical ensembles of callers. An automatically generated similarity relationship may be used to initialize the system without historical call data, based on textual similarity or other techniques. Prioritization of options provides a more enjoyable, efficient experience for callers without increasing administrative overhead.Type: ApplicationFiled: June 3, 2002Publication date: December 4, 2003Applicant: RightNow Technologies, Inc.Inventors: Doug Warner, Mike Myer, Tom Abshire
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Patent number: 6434550Abstract: An information retrieval system allows a user to search a database of informational items for a desired informational item, and presents the search result in the form of matching index entries in the order of relevance. The information retrieval system in accordance with the principles of the present invention assigns a relevance rating to each of the index entries without requiring an explicit input from the user with respect to the usefulness or the relevance of the retrieved information corresponding to the respective index entries. When the user selects and retrieves an informational item through a list of index entries presented by the retrieval system, as a result of a search, the relevance rating of the selected informational item is increased by a predetermined amount.Type: GrantFiled: April 14, 2000Date of Patent: August 13, 2002Assignee: RightNow Technologies, Inc.Inventors: Douglas K. Warner, James N. Richter