公开(公告)号：US10887462B1

公开(公告)日：2021-01-05

申请号：US16379336

申请日：2019-04-09

申请人： West Corporation

发明人： Daniel A. Coyer ,  Ryan L. Techlin ,  Jeremy T. Tellock ,  Dennis C. White ,  Shelley A. Wildenberg

IPC分类号： G06F17/27 ,  H04M3/51 ,  G06Q10/06 ,  G06F40/295

摘要： A computing system, method and non-transitory computer readable memory are provided, to assist an agent during a client interaction between the agent and a client over a communications channel. An agent station may generate a graphic user interface (GUI) of the client interaction during the client interaction, the GUI displaying a current identified keyword and one or more interaction phases, each interaction phase having a respective current phase score for the client interaction. A keyword and associated keyword information from the client interaction may be received, including phase and corresponding phase score information, and the GUI updated with the currently identified keyword and newly received phase information accounting for the received corresponding phase score information. A situation report may be generated for a designated party, the situation report including an agent identification, and client interaction information including comments entered by the agent relating to the client interaction.

公开(公告)号：US10901757B1

公开(公告)日：2021-01-26

申请号：US16116589

申请日：2018-08-29

申请人： West Corporation

发明人： Daniel A. Coyer ,  Ryan L. Techlin ,  Jeremy T. Tellock ,  Dennis C. White ,  Shelley A. Wildenberg

IPC分类号： G06F17/30 ,  G06F9/451 ,  G10L15/08 ,  G06F3/16 ,  G06F16/33 ,  G06F16/9535 ,  G10L15/22

摘要： A computing system, method and non-transitory computer readable memory are provided, to assist an agent during a client interaction between the agent and a client over a communications channel. An agent station may generate a graphic user interface (GUI) of the client interaction during the client interaction, the GUI displaying a current identified keyword and one or more interaction phases, each interaction phase having a respective current phase score for the client interaction. A keyword and associated keyword information from the client interaction may be received, including phase and corresponding phase score information, and the GUI updated with the currently identified keyword and newly received phase information accounting for the received corresponding phase score information.