System and method for dialog management within a call handling system
First Claim
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1. A method for dialog management within a call handling system, comprising:
- initiating a dialog between a contact and an operator;
monitoring a dialog attribute;
presenting an instantaneous value of the dialog attribute on an operator display; and
effecting a dialog rule in response to a value of the dialog attribute.
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Abstract
A system and method for dialog management within a call handling system is disclosed. The method discloses: initiating a dialog between a contact and an operator; monitoring a dialog attribute; presenting an instantaneous value of the dialog attribute on an operator display; and effecting a dialog rule in response to a value of the dialog attribute. The system discloses means for effecting the method.
80 Citations
27 Claims
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1. A method for dialog management within a call handling system, comprising:
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initiating a dialog between a contact and an operator;
monitoring a dialog attribute;
presenting an instantaneous value of the dialog attribute on an operator display; and
effecting a dialog rule in response to a value of the dialog attribute. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23)
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24. A method for dialog management within a call handling system, comprising:
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initiating a dialog between a contact and an operator;
monitoring an anger dialog attribute;
presenting an instantaneous value of the anger dialog attribute on an operator display;
presenting a set of historic values for the dialog attribute on the display;
effecting a dialog rule in response to a value of the dialog attribute;
wherein the dialog includes a contact portion and an operator portion;
wherein monitoring includes, monitoring a first dialog attribute within the contact portion of the dialog; and
monitoring a second dialog attribute within the operator portion of the dialog; and
wherein the dialog rule results in an advisory message being presented to the operator on the display.
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25. A computer-usable medium embodying computer program code for commanding a computer to effect dialog management within a call handling system, comprising:
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initiating a dialog between a contact and an operator;
monitoring a dialog attribute;
presenting an instantaneous value of the dialog attribute on an operator display; and
effecting a dialog rule in response to a value of the dialog attribute.
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26. A system for dialog management within a call handling system, comprising a:
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means for initiating a dialog between a contact and an operator;
means for monitoring a dialog attribute;
means for presenting an instantaneous value of the dialog attribute on an operator display; and
means for effecting a dialog rule in response to a value of the dialog attribute.
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27. A system for dialog management within a call handling system, comprising:
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a call handling system for initiating a dialog between a contact and an operator;
a classifier for monitoring a dialog attribute;
an operator display for presenting an instantaneous value of the dialog attribute; and
a dialog manager for effecting a dialog rule in response to a value of the dialog attribute.
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Specification