CONVERSATION ASSISTANT
First Claim
Patent Images
1. An apparatus comprising:
- a processor; and
memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to execute a client application, the client application being configured to;
identify a plurality of parameters prior to initiating an interaction request;
transmit the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters;
display a graphical user interface;
receive a command via the graphical user interface;
transmit, during the interaction, the command to a conversation assistance system in communication with a server of the contact center, the server of the contact server managing interactions with the contact center, the command controlling an aspect of the interaction via the conversation assistance system; and
receive information regarding the interaction after termination of the interaction with the contact center.
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Accused Products
Abstract
An apparatus includes: a processor; and memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: identify a plurality of parameters prior to initiating an interaction request; transmit the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters; and receive information regarding the interaction after termination of the interaction with the contact center.
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Citations
29 Claims
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1. An apparatus comprising:
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a processor; and memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to execute a client application, the client application being configured to; identify a plurality of parameters prior to initiating an interaction request; transmit the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters; display a graphical user interface; receive a command via the graphical user interface; transmit, during the interaction, the command to a conversation assistance system in communication with a server of the contact center, the server of the contact server managing interactions with the contact center, the command controlling an aspect of the interaction via the conversation assistance system; and receive information regarding the interaction after termination of the interaction with the contact center. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 14, 15, 16, 17, 18, 19, 22, 23, 24, 26, 27)
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13. (canceled)
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20. An apparatus comprising:
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a processor; and memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to; identify a plurality of parameters prior to initiating an interaction request; transmit the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters; and receive information regarding the interaction after termination of the interaction with the contact center, wherein the information regarding the interaction is a recording of the interaction, and wherein the memory further has stored instructions thereon that, when executed by the processor, cause the processor to transmit; a first annotation associated with the recording of the interaction, the first annotation comprising first text and a first time index; and a second annotation associated with the recording of the interaction, the second annotation comprising second text and a second time index, the second text being different from the first text and the second time index being different from the first time index. - View Dependent Claims (21)
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25. An apparatus comprising:
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a processor; and memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to execute a client application, the client application being configured to; identify a plurality of parameters prior to initiating an interaction request; transmit the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters; display a graphical user interface; receive information regarding the interaction after termination of the interaction with the contact center, wherein the information regarding the interaction comprises an aggregated result of a search of a first transcript of the interaction with the contact center and a second transcript of a second interaction with another contact center different from the contact center; and display the search result on the graphical user interface.
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28. A method for processing interactions, the method comprising:
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identifying, on a processor executing a client application, a plurality of parameters prior to initiating an interaction request; transmitting, by the client application, the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters; displaying, by the client application, a graphical user interface; receiving, by the client application, a command via the graphical user interface; transmitting, by the client application, during the interaction, the command to a conversation assistance system in communication with a server of the contact center, the server of the contact server managing interactions with the contact center, the command controlling an aspect of the interaction via the conversation assistance system; and receiving, by the client application, information regarding the interaction after termination of the interaction with the contact center. - View Dependent Claims (29)
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Specification