Method and apparatus for auto-assisting agents in agent-hosted communications sessions
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United States of America Patent
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Jul 26, 2005
Grant Date -
May 16, 2002
app pub date -
Dec 8, 1999
filing date -
Dec 1, 1999
priority date (Note) -
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Abstract
A communication center has a system for managing agent-hosted sessions including systems for storing queries and responses to queries in sessions in associated pairs, and for comparing newly-arriving queries with stored query-response pairs. In the event of a match or near match, stored responses to oft-repeated queries are provided to agents for use, relieving agents of the tasks of responding manually to often-repeated queries. Parsing and sentence structure tools are used, and in some cases aid stations with knowledge workers are provided to allow editing and extra help for agents.
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