Issue resolution script generation and usage
US10951764B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 1, 2019 |
| Grant date | Mar 16, 2021 |
| Priority date | — |
| Expiry date | Apr 1, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/403
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Techniques are described for automatically creating resolution scripts. When a user contacts an agent with an issue, intent parameters associated with the user and/or the user's electronic device are collected. As the agent resolves the issue, a script engine monitors the actions taken by the agent. The script engine also locates content related to the issue which may be used to train agents about the issue. Actions taken by the agent and the located content is used to create a resolution script, which is stored and associated with the intent parameters. When a similar issue arises in the future, intent parameters from that issue can be used to match a resolution script created for the issue by matching intent parameters from the issue with intent parameters associated with the resolution script. Thus, an agent can use the resolution script to assist the agent in resolving the issue.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.