Invention Grant
US08370155B2 System and method for real time support for agents in contact center environments
有权
用于在联络中心环境中实时支持代理的系统和方法
- Patent Title: System and method for real time support for agents in contact center environments
- Patent Title (中): 用于在联络中心环境中实时支持代理的系统和方法
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Application No.: US12428987Application Date: 2009-04-23
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Publication No.: US08370155B2Publication Date: 2013-02-05
- Inventor: Roy J. Byrd , Keh-Shin Cheng , Stephen Carl Gates , Mary S. Neff , Youngja Park , Wilfried Teiken
- Applicant: Roy J. Byrd , Keh-Shin Cheng , Stephen Carl Gates , Mary S. Neff , Youngja Park , Wilfried Teiken
- Applicant Address: US NY Armonk
- Assignee: International Business Machines Corporation
- Current Assignee: International Business Machines Corporation
- Current Assignee Address: US NY Armonk
- Agent Preston S. Young; Anne Vachon Dougherty
- Main IPC: G10L21/00
- IPC: G10L21/00 ; G10L15/26 ; H04M1/64
Abstract:
A real-time method and system are described for automatically extracting text from the customer-agent interaction at a contact center, analyzing the extracted text to automatically identify one or more customer issues, and performing processing by contact-center agent buddies (CABs) to generate at least one response to the customer issues.
Public/Granted literature
- US20100274618A1 System and Method for Real Time Support for Agents in Contact Center Environments Public/Granted day:2010-10-28
Information query
