Technologies for automated process discovery in contact center systems
US12212714B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 29, 2021 |
| Grant date | Jan 28, 2025 |
| Priority date | — |
| Expiry date | Apr 24, 2043 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method for leveraging automated process discovery in a contact center system according to an embodiment includes determining, by a computing system and for each of a plurality of agent-client interactions, an context of an interaction between a corresponding contact center agent and a corresponding contact center client, capturing, by the computing system and for each of the plurality of agent-client interactions, actions taken by the corresponding contact center agent during the corresponding interaction, determining, by the computing system and for each of the plurality of agent-client interactions, a corresponding sequence of actions taken by the corresponding contact center agent based on the captured actions, and applying, by the computing system, sequence matching to generate a common sequence of actions based on the determined corresponding sequence of actions taken for the plurality of agent-client interactions.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.