AGENT MATCHING BASED ON VIDEO ANALYSIS OF CUSTOMER PRESENTATION
First Claim
Patent Images
1. A method comprising:
- analyzing, by a processor-executable video analysis module, a video stream to produce video analysis results; and
selecting, by a processor executable work assignment engine and based on the video analysis results, a resource to service a contact associated with the video stream.
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Abstract
Systems and methods for routing and/or servicing contacts using video analysis of one or more video streams are provided. The systems and methods are particularly applicable to a contact center.
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Citations
20 Claims
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1. A method comprising:
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analyzing, by a processor-executable video analysis module, a video stream to produce video analysis results; and selecting, by a processor executable work assignment engine and based on the video analysis results, a resource to service a contact associated with the video stream. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A non-transitory computer readable information storage medium comprising instructions that, when executed by a processor, perform the method:
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analyzing, by a processor-executable video analysis module, a video stream to produce video analysis results; and selecting, by a processor executable work assignment engine and based on the video analysis results, a resource to service a contact associated with the video stream. - View Dependent Claims (9, 10, 11, 12, 13)
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14. A contact center, comprising:
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a processor-executable video analysis module operable to analyze a video stream to produce video analysis results; and a processor executable work assignment engine operable to select, based on the video analysis results, a resource to service a contact associated with the video stream. - View Dependent Claims (15, 16, 17, 18, 19, 20)
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Specification