METHOD AND APPARATUS FOR AUTO-ASSISTING AGENTS IN AGENT-HOSTED COMMUNICATIONS SESSIONS

• US 20020059164A1
• Filed: 12/08/1999
• Published: 05/16/2002
• Est. Priority Date: 12/01/1999
• Status: Active Grant

• Current Assignee: Alcatel-Lucent SA (Nokia Corporation)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: SHTIVELMAN, YURI
• Granted Patent: US 6,922,689 B2
• Time in Patent Office: Days
• US Class Current: 707/1
• CPC Class Codes: G06F 16/38 Retrieval characterised by using metadata, e.g. metadata not derived from the content or metadata generated manually
• CPC Class Codes: H04L 12/1831 Tracking arrangements for later retrieval, e.g. recording contents, participants activities or behavior, network status
• CPC Class Codes: H04L 41/5019 Ensuring fulfilment of SLA
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: Y10S 707/99933 Query processing, i.e. searching
• CPC Class Codes: Y10S 707/99935 Query augmenting and refining, e.g. inexact access

Abstract

A communication center has a system for managing agent-hosted sessions including systems for storing queries and responses to queries in sessions in associated pairs, and for comparing newly-arriving queries with stored query-response pairs. In the event of a match or near match, stored responses to oft-repeated queries are provided to agents for use, relieving agents of the tasks of responding manually to often-repeated queries. Parsing and sentence structure tools are used, and in some cases aid stations with knowledge workers are provided to allow editing and extra help for agents.

Claims

1. A method for aiding an agent in a hosted communication session, comprising steps of:

(a) accessing an incoming query to an agent-hosted session by a comparison system;

(b) comparing the incoming query with queries in a database having stored queries matched with stored responses; and

(c) in the case of a match, providing the stored response to the agent for use in responding to the incoming query.

2. The method of claim 1 wherein, in step (a) the incoming query is parsed for content.

3. The method of claim 2 wherein the parsing includes one or both of determining one or more keywords in the incoming query, and determining sentence structure.

4. The method of claim 1 wherein, in step (a) the incoming query is intercepted by a hardware/software system which relates the query to one or more of the hosted session, the agent host, and the sender, and stores the query, associated with the agent'"'"'s response, in a thread-managed database.

5. The method of claim 4 wherein the hardware/software system parses the query and searches the database for matching or near-matching queries associated with stored responses, and finding matches or near matches, causes candidate responses to be posted to the agent.

6. The method of claim 5 wherein multiple candidate responses are provided to the agent with or without the associated query, and wherein the agent has a selection mechanism for quickly selecting and posting a selected response to the query.

7. The method of claim 5 wherein a response is posted to the query automatically by the system without selection or intervention by the agent.

8. The method of claim 4 further comprising an interface for a knowledge worker, such that queries and associated responses are displayed for the knowledge worker, who may use provided tools for selecting, editing, and posting responses to individual ones of hosted sessions.

9. The method of claim 5 wherein standard responses are provided to the agent as keystroke response codes, wherein the agent may select and post a response by one or a combination of keystrokes.

10. A system for aiding agent hosts in hosted communication sessions, comprising:

a hardware software system for associating incoming queries with agent-composed responses and storing associated query-responses in a thread-managed database; and

an agent station having a user interface for the agent to interact with the system;

characterized in that the hardware/software system accesses an incoming query, searches for matches and near-matches to previously stored queries associated with responses, and finding a match, provides the response or responses to the agent at the agent station to be used in responding to the incoming query.

11. The system of claim 10 wherein the incoming query is parsed for content.

12. The system of claim 11 wherein the parsing includes one or both of determining one or more keywords in the incoming query, and determining sentence structure.

13. The system of claim 10 wherein the incoming query is related to one or more of the hosted sessions, the agent host, and the sender, and stored, associated with the agent'"'"'s response, in a thread-managed database.

14. The system of claim 13 wherein the hardware/software system parses the query and searches the database for matching or near-matching queries associated with stored responses, and finding matches or near matches, causes candidate responses to be posted to the agent.

15. The system of claim 14 wherein multiple candidate responses are provided to the agent with or without the associated query, and wherein the agent station comprises a selection mechanism for quickly selecting and posting a selected response to the query by the agent.

16. The system of claim 14 wherein a response is posted to the query automatically by the system without selection or intervention by the agent at the agent station.

17. The system of claim 13 further comprising a workstation with an interface for a knowledge worker, such that queries and associated responses are displayed for the knowledge worker, who may use provided tools for selecting, editing, and posting responses to individual ones of hosted sessions.

18. The system of claim 14 wherein standard responses are provided to the agent as keystroke response codes, wherein the agent may select and post a response by one or a combination of keystrokes.