Use of analytics methods for personalized guidance

US10740712B2 · kind B2 · utility

Assignee

• Verint Americas Inc. · US

Inventors

• James Gordon Nies · Carmel, US
• Joseph Watson · Alpharetta, US
• Oren Meshulam STERN · Ofakim, IL
• Martin McCreesh · Dunleer, IE

Key dates

• Filing date: Nov 19, 2013
• Grant date: Aug 11, 2020
• Expiry date: Jun 11, 2035

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q10/06398
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Systems and methods of automated personalized guidance include the evaluation of interaction content data. At least one automated guidance is assigned to an agent based upon the evaluation. The automated guidance is defined by at least one interaction type and at least one guidance trigger. Interaction content data is monitored to identify instances of the interaction type and the guidance trigger. Upon identification of the interaction type and the guidance trigger, the automated guidance is automatedly provided. The automated guidance is then evaluated based upon the interaction content data.