AGGREGATED MULTI-TOPIC AGENT DESKTOP
First Claim
1. A method for aggregating dialog topics, comprising:
- receiving a multi-topic dialog;
analyzing the multi-topic dialog to identify questions contained within the multi-topic dialog;
formatting a presentation of the multi-topic dialog, the presentation including an identification of at least some of the questions contained within the multi-topic dialog;
determining whether each question in the identified questions has been addressed; and
presenting the presentation of the multi-topic dialog, wherein the presentation of the multi-topic dialog includes the identified questions along with corresponding indications of whether or not the identified questions have been answered.
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Accused Products
Abstract
A dialog aggregator provided by a contact center communication system for text-based interaction chains is described along with various methods and mechanisms for administering the same. The dialog aggregator produces a summary, in real-time, of questions posed and existing answers in the interaction chain while identifying outstanding questions that have not been answered for display to an agent. The display includes any current answer the agent is working on as well as completed items and additionally executes rules based on the status of the remaining questions. The display in canonical form of the summary and outstanding question set enables a contact center agent or other observer of the interaction to quickly and efficiently assess the interaction history.
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Citations
20 Claims
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1. A method for aggregating dialog topics, comprising:
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receiving a multi-topic dialog; analyzing the multi-topic dialog to identify questions contained within the multi-topic dialog; formatting a presentation of the multi-topic dialog, the presentation including an identification of at least some of the questions contained within the multi-topic dialog; determining whether each question in the identified questions has been addressed; and presenting the presentation of the multi-topic dialog, wherein the presentation of the multi-topic dialog includes the identified questions along with corresponding indications of whether or not the identified questions have been answered. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A non-transitory computer-readable medium comprising processor-executable instructions, the instruction comprising:
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instructions configured to receive, by a processor, a multi-topic dialog; instructions configured to analyze the multi-topic dialog to identify questions contained within the multi-topic dialog; instructions configured to format a presentation of the multi-topic dialog, the presentation including an identification of at least some of the questions contained within the multi-topic dialog; instructions configured to determine whether each question in the identified questions has been addressed; and instructions configured to present the presentation of the multi-topic dialog, wherein the presentation of the multi-topic dialog includes the identified questions along with corresponding indications of whether or not the identified questions have been answered. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. A communication system, comprising:
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a dialog aggregator module configured to receive a multi-topic dialog and perform the following operations; analyze the multi-topic dialog to identify questions contained within the multi-topic dialog; format a presentation of the multi-topic dialog, the presentation including an identification of at least some of the questions contained within the multi-topic dialog; determine whether each question in the identified questions has been addressed; and present the presentation of the multi-topic dialog, wherein the presentation of the multi-topic dialog includes the identified questions along with corresponding indications of whether or not the identified questions have been answered. - View Dependent Claims (18, 19, 20)
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Specification