Invention Grant
- Patent Title: Adaptive transaction guidance
- Patent Title (中): 自适应交易指导
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Application No.: US10103454Application Date: 2002-03-21
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Publication No.: US07197132B2Publication Date: 2007-03-27
- Inventor: Anthony Dezonno , Jeffrey Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Power , Craig Shambaugh
- Applicant: Anthony Dezonno , Jeffrey Hodson , Roger Sumner , Carlo Bonifazi , Mark Michelson , Robert Beckstrom , Mark Power , Craig Shambaugh
- Applicant Address: US IL Wood Dale
- Assignee: Rockwell Electronic Commerce Technologies, LLC
- Current Assignee: Rockwell Electronic Commerce Technologies, LLC
- Current Assignee Address: US IL Wood Dale
- Agency: Welsh & Katz, Ltd.
- Main IPC: H04M5/00
- IPC: H04M5/00
Abstract:
A method and apparatus are provided for guiding a conversation between an agent of a call center and a client of the call center towards one of a plurality of goals of an organization controlling the call center. The method includes the steps of recognizing a voice content of the client of the call center, correlating the recognized voice content with a first goal of the plurality of goals of the call center and presenting script to the agent of the call center based upon the correlated goal of the call center.
Public/Granted literature
- US20030179877A1 Adaptive transaction guidance Public/Granted day:2003-09-25
Information query
