Computer-implemented system and method for detecting events for use in an automated call center environment
US9621726B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 24, 2015 |
| Grant date | Apr 11, 2017 |
| Priority date | — |
| Expiry date | Mar 24, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/655
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A computer-implemented system and method for detecting events for use in an automated call center environment are provided. A plurality of messages is monitored by a call center. Those messages sharing one or more keywords representative of one or more potential events are identified. The one or more potential events are detected based on the shared keywords. At least one of the potential events is identified as an event based on the number of messages that share the keywords representative of that potential event. Metadata regarding the event is extracted from the messages sharing the keywords representative of the event. A message regarding the event that includes the extracted metadata is generated. The generated message from the call center is provided to at least one user related to the event.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.