Real-time agent assist
US12095949B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 29, 2021 |
| Grant date | Sep 17, 2024 |
| Priority date | — |
| Expiry date | Mar 26, 2042 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F40/216
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A system for real-time agent assist in a crisis scenario according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to receive an information request from a contact center client, evaluate the information request using natural language understanding to determine a knowledge fragment associated with the information request, analyze the knowledge fragment based on a crisis knowledge base of the system with respect to at least one of a confidence in the knowledge fragment, a veracity of the knowledge fragment, a frequency of the knowledge fragment, or a proximity of the knowledge fragment to the crisis scenario, and generate a response to the contact center client in response to analysis of the knowledge fragment based on the crisis knowledge base.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.