Company Filing History:
Years Active: 2020-2022
Title: Innovations by Ai-Lien Tran-Cong
Introduction
Ai-Lien Tran-Cong is an accomplished inventor based in East Melbourne, Australia. She has made significant contributions to the field of customer support technology, holding 2 patents that enhance the efficiency of customer service operations. Her work focuses on automating processes that improve the handling of customer requests.
Latest Patents
Ai-Lien's latest patents include a system for automatically clustering customer-support requests to form customer-support topics. This innovative system processes a set of tickets representing customer requests and generates request vectors to represent these tickets in a vector space. By performing clustering operations, the system organizes customer requests into support topics, allowing customer-support agents to respond more effectively.
Another notable patent is an automated system for proposing help center articles to facilitate the resolution of customer-service requests. This system analyzes customer requests and identifies clusters of request vectors. If a cluster is found to be distant from existing help center articles, the system alerts content creators to write new articles or update existing ones, ensuring that customer needs are met promptly.
Career Highlights
Ai-Lien Tran-Cong is currently employed at Zendesk, Inc., a company renowned for its customer service software solutions. Her role involves leveraging her expertise in technology to develop innovative solutions that streamline customer support processes.
Collaborations
Throughout her career, Ai-Lien has collaborated with talented individuals such as Soon-Ee Cheah and Christopher J Hausler. These collaborations have contributed to the development of her innovative patents and have enhanced the overall effectiveness of her projects.
Conclusion
Ai-Lien Tran-Cong's contributions to customer support technology through her patents demonstrate her commitment to improving customer service experiences. Her innovative systems not only enhance operational efficiency but also ensure that customer needs are addressed effectively.