Patent · US Active

System and method for real time support for agents in contact center environments

US8370155B2 · kind B2 · utility

60Cited by

14References

20Claims

0Family size

Assignee

International Business Machines Corporation · US

Inventors

Roy J. Byrd · Ossining, US
Keh-Shin F. Cheng · Mahopac, US
Stephen C. Gates · Redding, US
Mary S. Neff · Montrose, US
Youngja Park · Princeton, US
Wilfried Teiken · Ossining, US

Key dates

Filing date	Apr 23, 2009
Grant date	Feb 5, 2013
Priority date	—
Expiry date	Aug 21, 2031

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2203/357
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

A real-time method and system are described for automatically extracting text from the customer-agent interaction at a contact center, analyzing the extracted text to automatically identify one or more customer issues, and performing processing by contact-center agent buddies (CABs) to generate at least one response to the customer issues.

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