Method and apparatus for automatically taking action based on the content of call center communications
US11736616B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | May 27, 2022 |
| Grant date | Aug 22, 2023 |
| Priority date | — |
| Expiry date | May 27, 2042 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5235
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and system for automatically executing an action within a call center environment. Data is aggregated from multiple data sources into a combined data stream. One of the data sources is a source of data corresponding to at least one communication processed by the call center one of the data sources can be a source of external data representing activity that is external to the call center. The combined data stream is processed into successive batches of data corresponding to one or more communications between a call center agent and a communicating party received by the call center. A sensor data structure specifying at least one rule is applied to the batches of data. The at least one rule can include a machine learning model and a configuration data structure based on historical data from the multiple data sources. When it is determined that at least one of the batches satisfies the at least one rule, a notification message relating to the one or more communications is generated. The call center executes an action specified by the sensor data structure based on the notification message. The action can address a situation corresponding the at least one communication. The ac…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.