Patent · US Active

Proactive knowledge offering system and method

US10127321B2 · kind B2 · utility

4Cited by

5References

17Claims

0Family size

Inventors

Bharath Aravamudhan · Perungudi, IN
Conor McGann · Redwood City, US
Anand Pai Krishnanand Nitin · Foster City, US
Bohdan Klepar · Walnut Creek, US
Andriy Ryabchun · Mill Valley, US
Gordon Bell · San Mateo, US
Francisco Manuel Gutierrez · League City, US
Josef Eric Eisner · Larkspur, US
Nikolay Korolev · Concord, US
Herbert Willi Artur Ristock · Walnut Creek, US
Stanislav Lypachanskyy · Daly City, US

Key dates

Filing date	Feb 23, 2015
Grant date	Nov 13, 2018
Priority date	—
Expiry date	Nov 12, 2035

Classification

Technology area (CPC G)Physics
CPC primaryG06F16/9535
WIPO fieldComputer technology
WIPO sectorElectrical engineering

Abstract

A system and method for proactively making knowledge offers. A processor is configured to gather information on interactions by a user with resources provided by an enterprise having a customer contact center. The processor anticipates need of the user based on the gathered information, and generates a query based on the anticipated need. Prior to the user expressly requesting knowledge relating to a particular topic, the processor proactively identifies and suggests the knowledge to the user based on the generated query. The processor receives feedback relating to the suggested knowledge and outputs based on the feedback, a relevance score for the suggested knowledge.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.