Context-sensitive presentation of information to call-center agents
US5757904A · kind A · utility
Assignee
Inventor
Key dates
| Filing date | Feb 5, 1996 |
| Grant date | May 26, 1998 |
| Priority date | — |
| Expiry date | Feb 5, 2016 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/38
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method (200-520) and an apparatus (118) for presenting information to a call center agent in a context-sensitive manner involves monitoring (314, 504) activities--such as keyboard or pointer input from an agent and information being displayed to the agent--at an agent position (140, 150) of a call center, receiving (318, 508) a request for information--such as directory information or a list of wrapup codes--from the agent, in response analyzing (322, 324, 512) the request within the context of the monitored activities to determine a subset of the requested information--such as selected telephone numbers or a selected wrapup code--which is most relevant to the monitored activities, and then either presenting (404, 408)--displaying--only the subset to the agent in response to the request, or presenting (410, 514) the requested information in a manner that emphasizes the subset over the rest of the requested information--such as by highlighting the subset. Preferably, the monitoring also includes monitoring (202) with whom the agent is presently engaged in a telephone call and what the telephone call is about, and the analyzing also includes analyzing (208, 304) the monitored activ…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.