Customer care database creation system and method
US9871922B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 1, 2016 |
| Grant date | Jan 16, 2018 |
| Priority date | — |
| Expiry date | Jul 1, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/555
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A live service agent is associated to a first service session, where the first service session facilitates a communication exchange associated with a user inquiry between user equipment and a first service resource. The first service session remains uninterrupted by the associating of the live service agent. A verbal exchange of the communication exchange between the user equipment and the live service agent is recorded in response to the associating of the live service agent, and a number of keywords are identified. To the extent that the verbal exchange yields a satisfactory response to the user inquiry and that the recording is dissimilar to other recordings of a solution database, the recording is stored in the solution database. Other embodiments are disclosed.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.