KNOWLEDGE BASE SEARCH UTILITY
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Abstract
A method is disclosed. The method includes performing a first search in response to initiating a communication session between an agent and a customer. The first search is performed using first data, attributes of a service interaction, and second data. The first data represents a second search requested by the customer, and the second data represents items viewed by the customer from among first results of the second search. Second results of the first search are displayed.
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Citations
21 Claims
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1. (canceled)
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2. A method, comprising:
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detecting selection by a customer service agent of a portion of a set of information displayed in an agent graphical user interface, wherein the set of information is related to a communication session between the customer service agent and a customer; detecting actuation by the customer service agent of a selection search request button within the agent graphical user interface; in response to detecting actuation, implementing a search of a knowledge base for the portion of the set of information; and providing a result of the search for display in the agent graphical user interface. - View Dependent Claims (3, 4, 5, 6, 7, 8, 9, 10)
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11. A non-transitory computer-readable storage medium containing program instructions configured to, when executed by a processor, perform a method comprising:
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detecting selection by a customer service agent of a portion of a set of information displayed in an agent graphical user interface, wherein the set of information is related to a communication session between the customer service agent and a customer; detecting actuation by the customer service agent of a selection search request button within the agent graphical user interface; in response to detecting actuation, implementing a search of a knowledge base for the portion of the set of information; and providing a result of the search for display in the agent graphical user interface. - View Dependent Claims (12, 13, 14, 15, 16)
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17. An apparatus comprising:
an application server comprising a functional control module, wherein the functional control module is operably coupled to an agent graphical user interface configured for presentation on a client computer, and the functional control module is configured to detect selection by a customer service agent of a portion of a set of information displayed in the agent graphical user interface, detect actuation by the customer service agent of a selection search request button within the agent graphical user interface, in response to detecting actuation of the selection search request button, send to the application server a request for a search of a knowledge base for the portion of the set of information, and provide a result of the search for display in the agent graphical user interface. - View Dependent Claims (18, 19, 20, 21)
Specification