Patent · US Active

Methods and systems of providing response based on communication session participant request urgency

US11856141B2 · kind B2 · utility

0Cited by

2References

20Claims

0Family size

Assignee

Avaya Management L.P. · US

Inventors

Reinhard Klemm · Berkeley Heights, US
George Erhart · Pataskala, US
Tamas Smahajcsik-Szabo · Budapest, HU
Oliver Huber · Mainz, DE
Wen-Hua Ju · Monmouth Junction, US
John A. Young · Baton Rouge, US

Key dates

Filing date	Dec 6, 2021
Grant date	Dec 26, 2023
Priority date	—
Expiry date	Dec 6, 2041

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2203/402
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

Systems and methods include generating an urgency score associated with data associated with a communication session based on processing the data and using the urgency score to modify a behavior of a bot or a call center agent and optimize a contact center. Systems and methods include modifying behavior of a bot or an agent during the communication session in response to the data. Systems and methods include modifying dialog of a bot, or a script of an agent, and modifying a control flow for the communication session. Optimizing a contact center includes adjusting a workload of an agent associated with the communication session.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.