AUTOMATIC CONTACT CENTER AGENT ASSISTANT

• US 20080195659A1
• Filed: 02/13/2007
• Published: 08/14/2008
• Est. Priority Date: 02/13/2007
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Aspect Software Incorporated
• Inventors: Rawle, Jerry David
• Granted Patent: US 9,214,001 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 16/3344 using natural language analysis
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 90/00 Systems or methods specially adapted for administrative, commercial, financial, managerial or supervisory purposes, not involving significant data processing
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04M 2203/2038 Call context notifications
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A method and apparatus are provided for presenting information to an agent of an organization. The method includes the steps of the organization detecting a contact with a client of the organization, classifying the contact based upon information delivered along with the contact and delivering the contact to the agent. The method further includes the steps of 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.

Claims

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.

2. The method of presenting information as in claim 1 wherein classifying the contact type further comprises identifying a web page from which the contact originated.

3. The method of presenting information as in claim 2 wherein the information delivered along with the contact further comprises an identifier selected from the group consisting of ANI, URL and e-mail.

4. The method of presenting information as in claim 3 wherein classifying the contact type further comprises retrieving client information using the identifier delivered along with the contact.

5. The method of presenting information as in claim 1 wherein classifying the contact type further comprises detecting a contact destination provided by the client.

6. The method of presenting information as in claim 1 wherein the step of presenting the information further comprising presenting a plurality of information references.

7. The method of presenting information as in claim 6 wherein the step of providing the plurality of information references further comprises prioritizing the plurality of references.

8. The method of presenting information as in claim 7 wherein the step of prioritizing further comprises summing a weight of each matched keyword and presenting the information with a greatest relative weight first.

9. An apparatus for presenting information to an agent of an organization, such apparatus comprising:

means for detecting a contact with a client of the organization;

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

means for delivering the contact to the agent;

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

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

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

means for identifying information within a database based upon the matched key words and key words in context; and

means for presenting the identified information to the agent.

10. The apparatus for presenting information as in claim 9 wherein the means for classifying the contact type further comprises means for identifying a web page from which the contact originated.

11. The apparatus for presenting information as in claim 10 wherein the information delivered along with the contact further comprises an identifier selected from the group consisting of ANI, URL and e-mail.

12. The apparatus for presenting information as in claim 11 wherein the means for classifying the contact type further comprises client information retrieved using the identifier delivered along with the contact.

13. The apparatus for presenting information as in claim 9 wherein the means for classifying the contact type further comprises a contact destination provided by the client.

14. The apparatus for presenting information as in claim 9 wherein the identified information further comprising a plurality of presented information references.

15. The apparatus for presenting information as in claim 14 wherein the plurality of information references further comprises a plurality of prioritized references.

16. The apparatus for presenting information as in claim 15 wherein the prioritized references further comprises a weight assigned to each matched keyword that is used to prioritize the references.

17. An apparatus for presenting information to an agent of an organization, such apparatus comprising:

a contact with a client received by an automatic contact distributor of the organization;

a classification processor that classifies the contact based upon information delivered along with the contact;

a contact distributor that delivers the contact to the agent;

a database containing a plurality of sets of key words and key words in context and that retrieves a reference set of key words and key words in context of the plurality of sets based upon the classification of the contact;

an artificial agent that detects keywords and keywords in context from a dialog between the agent and client;

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

a knowledge base that identifies information within a database based upon the matched key words and key words in context; and

an agent terminal that presents the identified information to the agent.

18. The apparatus for presenting information as in claim 17 wherein the information delivered along with the contact further comprises an identifier of a web page from which the contact originated.

19. The apparatus for presenting information as in claim 17 wherein the information delivered along with the contact further comprises a source identifier selected from the group consisting of ANI, URL and e-mail.

20. The apparatus for presenting information as in claim 19 wherein the means for classifying the contact type further comprises client information retrieved using the identifier delivered along with the contact.

21. The apparatus for presenting information as in claim 17 wherein the information delivered along with the contact further comprises a contact destination provided by the client.

22. The apparatus for presenting information as in claim 17 wherein the identified information further comprising a plurality of information references.

23. The apparatus for presenting information as in claim 22 wherein the plurality of information references further comprises a plurality of prioritized references.

24. The apparatus for presenting information as in claim 23 wherein the prioritized references further comprises a prioritization weight calculated by summing the weights assigned to each matched keyword.