Testing using asynchronous automated virtual agent behavior
US7822803B2 · kind B2 · utility
6Cited by
10References
24Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jun 20, 2005 |
| Grant date | Oct 26, 2010 |
| Priority date | — |
| Expiry date | Jun 10, 2028 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/323
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and computer program product for testing using asynchronous automated virtual agent behavior is presented. A communication including one of a web-based communication and a telephony-based communication is received at a contact center. The communication is responded to by a virtual agent simulating actions of an agent in a coordinated, asynchronous manner. The virtual agent is capable of providing a response to the web-based communication and to the telephony-based communication. At least one parameter of said contact center is measured and the results are presented to a contact center manager.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.