Automatic contact center agent assistant
US9214001B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Feb 13, 2007 |
| Grant date | Dec 15, 2015 |
| Priority date | — |
| Expiry date | Feb 13, 2027 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2038
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A method and apparatus are provided for presenting information to an agent of an organization. The method includes the steps of the organization detecting a contact with a client of the organization, classifying the contact based upon information delivered along with the contact and delivering the contact to the agent. The method further includes the steps of retrieving a set of reference key words and key words in context based upon the classification of the contact, detecting keywords and keywords in context from a dialog between the agent and client, matching at least some of the detected keywords and key words in context with the reference keywords and keywords in context, identifying information within a database based upon the matching and presenting the identified information to the agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.