System and method for guiding agents in an enterprise over aggregated interactions

Number of patents in Portfolio can not be more than 2000

United States of America

PATENT NO 11283924
APP PUB NO 20160080570A1
SERIAL NO

14486001

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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Contact manager computer system and method to dynamically generate an aggregated context information, including: a monitoring module configured: to monitor a communication session with a customer; to determine one or more communication contexts of the customer; to determine one or more communication contexts of an agent assisting the customer; to obtain customer context information from the one or more determined communication contexts of the customer; to obtain agent context information from the one or more determined communication contexts of the agent; a processor coupled to a memory, the memory configured to store context information under control of the processor; an aggregated context information generation module to generate the aggregated context information from the obtained customer context information and the obtained agent context information; an inference module to create an inference from the aggregated context information; and a display module to display a result of the inference to an agent.

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Patent Owner(s)

  • AVAYA INC.

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
McCormack, Tony Galway, IE 114 2181
O'Connor, Neil Galway, IE 104 1323
Yoakum, John H Cary, US 127 3477

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