×

Transaction outcome state mapping

  • US 20030174831A1
  • Filed: 03/15/2002
  • Published: 09/18/2003
  • Est. Priority Date: 03/15/2002
  • Status: Active Grant
First Claim
Patent Images

1. A method of expediting subject matter evolution of an information exchange during a contact through a communication system between a client and an agent of an organization that possesses an expertise in the subject matter of the contact, such method comprising the steps of:

  • providing a state map of subject matter progression of the subject matter of the contact from a starting point to subject matter resolution along a plurality of parallel subject matter paths;

    fitting a subject matter progression of the contact within a progression of subject matter of a most likely one of the plurality of parallel subject matter paths of the state map; and

    prompting the agent with prospective subject matter from the most likely one of the plurality of subject matter paths.

View all claims
  • 24 Assignments
Timeline View
Assignment View
    ×
    ×