System and method for providing contextual assistance for contact center applications
US11582346B2 · kind B2 · utility
0Cited by
5References
20Claims
0Family size
Assignee
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Key dates
| Filing date | Jun 28, 2021 |
| Grant date | Feb 14, 2023 |
| Priority date | — |
| Expiry date | Jun 28, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/357
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method provide an automation solution for guiding a contact center agent during a communication session by providing contextual in-line assistance. Robotic process automation (RPA) is used for automating workflows and processes with robots that capture information from multiple applications of a contact center system and generate contextual guidance for the contact center agent via callout activities during the communication session.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.