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System and Method for Automatically Generating Adaptive Interaction Logs from Customer Interaction Text

  • US 20100104087A1
  • Filed: 04/23/2009
  • Published: 04/29/2010
  • Est. Priority Date: 10/27/2008
  • Status: Active Grant
First Claim
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1. A method for a computer apparatus for automatically generating a customer interaction log for an interaction between a customer and agent at a contact center comprising the steps of:

  • receiving input from at least one of said customer and said agent;

    automatically analyzing said received input to generate a customer interaction log using at least one model;

    displaying said customer interaction log for agent review at a graphical user interface of an agent computer;

    receiving agent feedback at said graphical user interface; and

    automatically updating at least one of said customer interaction log and said at least one model based on said agent feedback.

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