Automatic contact center agent assistant

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United States of America Patent

PATENT NO 9214001
APP PUB NO 20080195659A1
SERIAL NO

11674500

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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A method and apparatus are provided for presenting information to an agent of an organization. The method includes the steps of the organization detecting a contact with a client of the organization, classifying the contact based upon information delivered along with the contact and delivering the contact to the agent. The method further includes the steps of retrieving a set of reference key words and key words in context based upon the classification of the contact, detecting keywords and keywords in context from a dialog between the agent and client, matching at least some of the detected keywords and key words in context with the reference keywords and keywords in context, identifying information within a database based upon the matching and presenting the identified information to the agent.

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Patent Owner(s)

  • ASPECT SOFTWARE, INC.;WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Rawle, Jerry David Hendersonville, US 3 128

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