Invention Application
US20160191709A1 SYSTEMS AND METHODS FOR PROVIDING REAL-TIME ASSISTANCE TO CALL CENTER AGENTS
审中-公开
提供实时协助呼叫中心代理的系统和方法
- Patent Title: SYSTEMS AND METHODS FOR PROVIDING REAL-TIME ASSISTANCE TO CALL CENTER AGENTS
- Patent Title (中): 提供实时协助呼叫中心代理的系统和方法
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Application No.: US14585035Application Date: 2014-12-29
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Publication No.: US20160191709A1Publication Date: 2016-06-30
- Inventor: Premjith A. Pullamplavil , Raja Sri Swaroop Mallampalli , Senthil Muthusamy , Sudarshan Chavva , Ehssan Ghanem
- Applicant: Verizon Patent and Licensing Inc.
- Main IPC: H04M3/51
- IPC: H04M3/51 ; G10L15/26 ; G10L15/02
Abstract:
A device may capture call data corresponding to call between an agent of a call center and a caller. The device may identify a guidance template based on the call data. The guidance template may include one or more rules and/or information for assisting the agent during the call. The device may generate an agent prompt based on the guidance template and/or provide the guidance prompt to an agent device of the agent. The agent device may receive the guidance prompt and display the guidance prompt to the agent. The agent device may capture additional call data from the call and update the guidance prompt based on the call inputs.
Public/Granted literature
- US10171656B2 Systems and methods for providing real-time assistance to call center agents Public/Granted day:2019-01-01
Information query
