Method and apparatus for auto-assisting agents in agent-hosted communications sessions
First Claim
1. A method for aiding a live agent in a hosted communication session wherein agents participate in and host chat room communication sessions on the Internet, comprising steps of:
- (a) accessing an incoming queiy to an agent-hosted chat session by a comparison system;
(b) comparing the incoming query with queries in a database having stored queries matched with stored responses; and
(c) in the case of a match, providing the stored response to the live agent for use in responding to the incoming query.
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Abstract
A communication center has a system for managing agent-hosted sessions including systems for storing queries and responses to queries in sessions in associated pairs, and for comparing newly-arriving queries with stored query-response pairs. In the event of a match or near match, stored responses to oft-repeated queries are provided to agents for use, relieving agents of the tasks of responding manually to often-repeated queries. Parsing and sentence structure tools are used, and in some cases aid stations with knowledge workers are provided to allow editing and extra help for agents.
116 Citations
18 Claims
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1. A method for aiding a live agent in a hosted communication session wherein agents participate in and host chat room communication sessions on the Internet, comprising steps of:
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(a) accessing an incoming queiy to an agent-hosted chat session by a comparison system;
(b) comparing the incoming query with queries in a database having stored queries matched with stored responses; and
(c) in the case of a match, providing the stored response to the live agent for use in responding to the incoming query. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for aiding live agent hosts in hosted communication sessions wherein agents participate in and host chat room communication sessions on the Internet, comprising:
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a hardware/software system for associating incoming queries with agent-composed responses and storing associated query-responses in a thread-managed database; and
an agent station having a user interface for the live agent to interact with the system;
characterized in that the hardware/software system accesses an incoming query, searches for matches and near-matches to previously stored queries associated with responses, and finding a match, provides the response or responses to the agent at the agent station to be used in responding to the incoming query. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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Specification