Aggregated multi-topic agent desktop
US9635175B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 19, 2013 |
| Grant date | Apr 25, 2017 |
| Priority date | — |
| Expiry date | Jan 27, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/551
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A dialog aggregator provided by a contact center communication system for text-based interaction chains is described along with various methods and mechanisms for administering the same. The dialog aggregator produces a summary, in real-time, of questions posed and existing answers in the interaction chain while identifying outstanding questions that have not been answered for display to an agent. The display includes any current answer the agent is working on as well as completed items and additionally executes rules based on the status of the remaining questions. The display in canonical form of the summary and outstanding question set enables a contact center agent or other observer of the interaction to quickly and efficiently assess the interaction history.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.