公开(公告)号：US20160191709A1

公开(公告)日：2016-06-30

申请号：US14585035

申请日：2014-12-29

Applicant: Verizon Patent and Licensing Inc.

Inventor： Premjith A. Pullamplavil ,  Raja Sri Swaroop Mallampalli ,  Senthil Muthusamy ,  Sudarshan Chavva ,  Ehssan Ghanem

IPC: H04M3/51 ,  G10L15/26 ,  G10L15/02

CPC classification number: H04M3/5133 ,  G10L15/26 ,  G10L25/48 ,  G10L2015/088 ,  H04M2201/42 ,  H04M2203/357

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.

Abstract translation: 设备可以捕获与呼叫中心的代理和呼叫者之间的呼叫对应的呼叫数据。 设备可以基于呼叫数据来识别引导模板。 引导模板可以包括用于在呼叫期间辅助代理的一个或多个规则和/或信息。 设备可以基于引导模板生成代理提示和/或向代理的代理设备提供指导提示。 代理设备可以接收指导提示并向代理显示指导提示。 代理设备可以从呼叫中捕获附加的呼叫数据，并根据呼叫输入更新指导提示。

公开(公告)号：US10171656B2

公开(公告)日：2019-01-01

申请号：US14585035

申请日：2014-12-29

Applicant: Verizon Patent and Licensing Inc.

Inventor： Premjith A. Pullamplavil ,  Raja Sri Swaroop Mallampalli ,  Senthil Muthusamy ,  Sudarshan Chavva ,  Ehssan Ghanem

IPC: H04M3/51 ,  G10L25/48 ,  G10L15/26 ,  G10L15/08

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.