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Transaction outcome state mapping

  • US 7,324,640 B2
  • Filed: 03/15/2002
  • Issued: 01/29/2008
  • Est. Priority Date: 03/15/2002
  • Status: Active Grant
First Claim
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1. A method of expediting subject matter evolution of an information exchange during a contact through a communication system between a client and an agent of an organization that possesses an expertise in the subject matter of the contact, such method comprising the steps of:

  • providing a state map of subject matter progression of the subject matter of the contact from a starting point to subject matter resolution along a plurality of subject matter paths joining the starting point and at least one common subject matter resolution point;

    fitting a subject matter progression of the contact within a progression of subject matter of a most likely one of the plurality of subject matter paths of the state map; and

    prompting the agent with prospective subject matter from the most likely one of the plurality of subject matter paths.

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