System and method for managing interaction flow for contact centers
US10484539B2 · kind B2 · utility
Inventors
Key dates
| Filing date | May 27, 2015 |
| Grant date | Nov 19, 2019 |
| Priority date | — |
| Expiry date | Mar 11, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/523
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
In a system for managing an interaction flow, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to: receive a communication from a user device; store data corresponding to one or more topics of the communication in the memory; compare the data with parameters a plurality of predesigned interaction flows for identifying one or more of the predesigned interaction flows relevant to the communication; and route the communication to a corresponding contact center resource in response to identifying the one or more of the predesigned interaction flows relevant to the communication.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.