COMMUNICATIONS ARBITRATOR
First Claim
1. A method comprising:
- monitoring content of a communication session between a user and a first agent of a contact center;
identifying at least one of a keyword, a phrase, an emotion, and a gesture included in the monitored content of the communication session;
applying a rule based on the identified at least one of the keyword, the phrase, the emotion and the gesture; and
in response to applying the rule based on the identified at least one of the keyword, the phrase, the emotion, and the gesture, generating a first topic suggestion for presentation to the user.
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Accused Products
Abstract
Content of a communication session, such as a voice communication between a user and an agent of a contact center is monitored. A keyword, a phrase, an emotion, or a gesture related to a topic in the monitored content of the communication session is identified. A rule based on the identified the monitored content is applied. In response to applying the rule based on the monitored content, one or more topic suggestions are identified and presented to the user. For example, the rule can detect that the agent changed the discussion from a first topic to a second topic. In response to the agent discussing the second topic, the user is presented with two topics suggestions for the two topics. The user can select one of the topic suggestions to focus the agent on a specific topic suggestion. The selected topic suggestion along with discussions options are then displayed to the agent.
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Citations
20 Claims
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1. A method comprising:
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monitoring content of a communication session between a user and a first agent of a contact center; identifying at least one of a keyword, a phrase, an emotion, and a gesture included in the monitored content of the communication session; applying a rule based on the identified at least one of the keyword, the phrase, the emotion and the gesture; and in response to applying the rule based on the identified at least one of the keyword, the phrase, the emotion, and the gesture, generating a first topic suggestion for presentation to the user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system comprising:
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a content monitor configured to monitor content of a communication session between a user and a first agent of a contact center and identify at least one of a keyword, a phrase, an emotion, and a gesture related to a topic in the monitored content of the communication session; a rule engine configured to apply a rule based on the identified at least one of the keyword, the phrase, the emotion, and the gesture; and a topic module configured to generate a first topic suggestion for selection by the user in response to applying the rule based on the identified at least one of the keyword, the phrase, the emotion, and the gesture. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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20. A non-transient computer readable medium having stored thereon instructions that cause a processor to execute a method, the method comprising:
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instructions to monitor content of a communication session between a user and an agent of a contact center; instructions to identify at least one of a keyword, a phrase, an emotion, and a gesture related to a topic in the monitored content of the communication session; instructions to apply a rule based on the identified at least one of the keyword, the phrase, the emotion, and the gesture; and in response to applying the rule based on the identified at least one of the keyword, the phrase, the emotion, and the gesture, instructions to generate a topic suggestion for selection by the user.
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Specification