Automatic message generation and presentation to a communication node engaged in a communication

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 11715112
APP PUB NO 20210056560A1
SERIAL NO

16546514

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ATTORNEY / AGENT: (SPONSORED)

Importance

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Abstract

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Contact center agents commonly have dissimilar levels of skill for a particular topic or ability. Often an expert is available to help lesser-skilled agents, but such experts may not always be available. Automated systems and methods are provided that allow for an agent-customer interaction to be monitored and, when a question is present, identify a best-matching knowledge unit to address the question. With the knowledge unit identified, a prior communication portion associated with the knowledge unit is then presented to the agent, such as via pop-up message, whisper voice message, etc., to allow the agent to have the benefit of the knowledge of the expert to answer the question without engaging the expert.

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Patent Owner(s)

  • AVAYA INC.

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Carty, Gerard Kilcolgan, IE 10 44
Moran, Thomas Galway, IE 42 685

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Maintenance Fees

Fee Large entity fee small entity fee micro entity fee due date
3.5 Year Payment $1600.00 $800.00 $400.00 Feb 1, 2027
7.5 Year Payment $3600.00 $1800.00 $900.00 Feb 1, 2031
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