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AUTOMATIC CONTACT CENTER AGENT ASSISTANT

  • US 20080195659A1
  • Filed: 02/13/2007
  • Published: 08/14/2008
  • Est. Priority Date: 02/13/2007
  • Status: Active Grant
First Claim
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1. A method of presenting information to an agent of an organization, such method comprising:

  • the organization detecting a contact with a client of the organization;

    classifying the contact based upon information delivered along with the contact;

    delivering the contact to the agent;

    retrieving a set of reference key words and key words in context based upon the classification of the contact;

    detecting keywords and keywords in context from a dialog between the agent and client;

    matching at least some of the detected keywords and key words in context with the reference keywords and keywords in context;

    identifying information within a database based upon the matching; and

    presenting the identified information to the agent.

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