System and method for information sharing in an enterprise

• US 10,530,674 B2
• Filed: 06/11/2014
• Issued: 01/07/2020
• Est. Priority Date: 06/11/2014
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Fox, Ronan, Burke, Sean, Morris, Tommy, Ward, Donal
• Primary Examiner(s): Spieler, William
• Application Number:
  US14/301,657
• Publication Number:
  US 20150363431A1
• Time in Patent Office: 2,036 Days
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/101 Collaborative creation, e.g. joint development of products or services
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04L 43/08 Monitoring or testing based on specific metrics, e.g. QoS, energy consumption or environmental parameters
• CPC Class Codes: H04L 67/12 specially adapted for proprietary or special-purpose networking environments, e.g. medical networks, sensor networks, networks in vehicles or remote metering networks
• CPC Class Codes: H04L 67/141 Setup of application sessions admission control or resource allocation in data switching networks H04L47/70
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
• CPC Class Codes: H04M 7/1205 where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks

Abstract

A collaboration system for information sharing in an enterprise is disclosed. The collaboration system includes a monitoring module configured to monitor a communication for one or more parameters. The collaboration system further includes an information management module configured to select one or more data items from one or more databases based on the one or more parameters, wherein each of the data items includes an associated score. The collaboration system further includes a ranking module configured to score the one or more selected data items. The collaboration system further includes a database management module configured to update the one or more databases with the score of the one or more selected data items.

Claims

1. A collaboration system for information sharing in an enterprise, the collaboration system comprising a processor connected with a memory, the processor using programming code:

to monitor a customer communication for one or more keywords or phrases;

to extract one or more keywords or phrases from the customer communication;

to select one or more data items from one or more databases based on the one or more keywords or phrases extracted from the monitored communication,

wherein the one or more data items is provided by one or more Subject Matter Experts (SMEs) of the enterprise or one or more agents of the enterprise and wherein each of the data items includes an associated score;

to provide the selected one or more data items to a computer associated with an agent of the enterprise handling the customer communication;

to receive from the agent of the enterprise handling the customer communication a score of the one or more selected data items indicating its relevance in solving a customer'"'"'s query;

to update a score associated with an agent or an SME based on the score received from the agent of the enterprise handling the customer communication, wherein the agent or the SME having their score updated provided the one or more selected data items;

to update a score of the agent of the enterprise handling the customer communication from whom the score was received; and

to update the one or more databases by updating the score of the one or more selected data items based on the score received from the agent of the enterprise handling the customer communication.

2. The collaboration system of claim 1, wherein the one or more data items comprise at least one of an article, a blog, a journal, a wiki, a publication, or a bulletin.

3. The collaboration system of claim 1, wherein the processor is further configured to use programming code to match the one or more keywords or phrases with the one or more data items stored in the one or more databases.

4. The collaboration system of claim 1, wherein the processor is further configured to use programming code to receive the one or more data items from the one or more Subject Matter Experts (SMEs) or the one or more agents and to add the one or more data items in the one or more databases.

5. The collaboration system of claim 1, wherein the processor is further configured to use programming code to update the one or more data items stored in the one or more databases.

6. The collaboration system of claim 1, wherein the processor is further configured to use programming code to display the one or more data items through at least one of a video call, a voice call, an email, an instant message, a text message, or a popup.

7. The collaboration system of claim 1, wherein the score of the one or more data items comprises at least one of a star rating, a vote, a rank, a thumbs up, a thumbs down, or a tag.

8. The collaboration system of claim 1, wherein the processor is further configured to use programming code to reward one or more agents to reuse the one or more data items.

9. The collaboration system of claim 8, wherein the rewards comprise at least one of a point, a coupon, a gift card, an event ticket, or a letter of appreciation.

10. The collaboration system of claim 1, wherein the processor is further configured to use programming code to reward the one or more Subject Matter Experts (SMEs) or the one or more agents of the enterprise who provided the one or more data items for contributing the one or more data items.

11. The collaboration system of claim 10, wherein the processor is further configured to use programming code to reward the one or more Subject Matter Experts (SMEs) or the one or more agents of the enterprise who provided the one or more data items when the agent of the enterprise handling the customer communication provided the score to the one or more selected data items.

12. A computer-implemented method for sharing information in a contact center, the method comprising:

monitoring, by a computer of the contact center, a communication for one or more keywords or phrases;

extracting, by the computer of the contact center, one or more keywords or phrases from the communication;

selecting, by the computer of the contact center, one or more data items from one or more databases based on the one or more keywords or phrases extracted from the monitored communication, wherein the one or more data items is provided by one or more Subject Matter Experts (SMEs) of the contact center or one or more agents of the contact center, wherein each of the data items includes an associated score;

providing, by the computer of the contact center, the selected one or more data items to a computer associated with an agent of the contact center handling the communication;

receiving, by the computer of the contact center, from the agent handling the communication a score of the one or more selected data items indicating its relevance in solving a customer'"'"'s query;

updating, by the computer of the contact center, a score associated with an agent or an SME based on the score received from the agent of the enterprise handling the customer communication, wherein the agent or the SME having their score updated provided the one or more selected data items;

updating, by the computer of the contact center, a score of the agent of the enterprise handling the customer communication from whom the score was received; and

updating, by the computer of the contact center, the one or more databases by updating the score of the one or more selected data items based on the score received from the agent of the enterprise handling the customer communication.

13. The method of claim 12, further comprising rewarding one or more agents to reuse the one or more selected data items.

14. The method of claim 12, further comprising rewarding the one or more Subject Matter Experts (SMEs) or the one or more agents of the enterprise who provided the one or more data items for contributing the one or more data items.

15. A computer-implemented method for sharing one or more data items in a contact center, the method comprising:

monitoring, by a computer of the contact center, a communication for one or more keywords or phrases;

extracting, by the computer of the contact center, one or more keywords or phrases from the communication;

selecting, by the computer of the contact center, one or more data items from one or more databases based on the one or more keywords or phrases extracted from the monitored communication, wherein the one or more data items is provided by one or more Subject Matter Experts (SMEs) of the contact center or one or more agents of the contact center, wherein each of the data items includes an associated score;

providing, by the computer of the contact center, the selected one or more data items to a computer associated with an agent of the contact center handling the communication;

receiving, by the computer of the contact center, from the agent handling the communication a score of the one or more selected data items indicating its relevance in solving a customer'"'"'s query;

updating, by the computer of the contact center, a score associated with an agent or an SME based on the score received from the agent of the enterprise handling the customer communication, wherein the agent or the SME having their score updated provided the one or more selected data items;

updating, by the computer of the contact center, a score of the agent of the enterprise handling the customer communication from whom the score was received;

updating, by the computer of the contact center, the one or more databases by updating the score of the one or more selected data items based on the score received from the agent of the enterprise handling the customer communication; and

by the computer of the contact center, rewarding one or more agents of the contact center for reusing the one or more selected data items.