Answer resource management system and method
Number of patents in Portfolio can not be more than 2000
United States of America Patent
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N/A
Issued Date -
Sep 25, 2003
app pub date -
Jan 29, 2003
filing date -
Jan 29, 2002
priority date (Note) -
Abandoned
status (Latency Note)
Importance
Abstract
A customer service center (answer resource management system) and method are described herein for answering an inquiry from a customer by combining human interaction and software automation through a transparent interface. Basically, the customer service center is capable of receiving an inquiry (e.g., question, request) from a customer and providing the customer with an answer to the inquiry through a transparent interface on one side of which is the customer and on another side of which is an automated system and an agent. If the automated system is not capable a providing the answer to the customer, then the agent can be consulted in order to provide the answer to the customer. The transparent interface (e.g., text-to-speech interface) is designed such that the agent can provide the answer to the customer without needing to talk directly with the customer.
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Family
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