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System and method for resolving user identification

  • US 10,409,970 B2
  • Filed: 02/22/2016
  • Issued: 09/10/2019
  • Est. Priority Date: 02/22/2016
  • Status: Active Grant
First Claim
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1. A method of associating a user with an interaction, the method comprising:

  • obtaining, by a processor, a stored past recording of an interaction and a stored past screen recording related to the interaction, wherein a stored past recording of an interaction is a recording of content of an interaction between an agent and a user and wherein the stored past screen recording is a recording of a graphical data presented by an application on a computer display of the agent;

    if the stored past recording of the interaction is not associated with the user then identifying, by the processer, the user by;

    identifying a predefined form displayed in the obtained past screen recording;

    identifying a location of one or more graphical elements in the predefined form; and

    extracting a unique identification value related to the user from the predefined form based on the location of the identified one or more graphical elements in the predefined form;

    assigning, by the processor, the identified user to the stored past recorded interaction; and

    assigning the stored past recorded interaction to the stored past screen recording.

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