System and method for SMS and email enabled automated agent assistance within a cloud-based contact center
US10827071B1 · kind B1 · utility
26Cited by
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20Claims
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Assignee
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Key dates
| Filing date | Oct 30, 2019 |
| Grant date | Nov 3, 2020 |
| Priority date | — |
| Expiry date | Oct 30, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/6072
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.