Unified support framework for a contact center
US11064073B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 5, 2019 |
| Grant date | Jul 13, 2021 |
| Priority date | — |
| Expiry date | Dec 5, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2038
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method provide an integrated automation solution that links multiple systems and applications of a contact center operation and provides a unified support interface and unified knowledge base that delivers relevant data in real-time to assist contact center personnel during a customer interaction. Robotic Process Automation (RPA) is used for automating workflows and processes with robots (e.g., attended and/or unattended) that perform various tasks and activities for capturing information (data, documents, etc.) from multiple front-end and/or back-end systems and applications to provide the necessary data and information in real-time during a contact center session.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.