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Customer portal of an intelligent automated agent for a contact center

  • US 9,008,283 B2
  • Filed: 04/19/2013
  • Issued: 04/14/2015
  • Est. Priority Date: 03/15/2013
  • Status: Active Grant
First Claim
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1. A customer portal of an intelligent automated agent for a contact center, comprising:

  • a processor;

    a non-transitory storage device configured to store customer profile data and a memory, wherein the memory has instructions stored thereon that, when executed by the processor, cause the processor to;

    access a profile for a customer from a customer profile database stored on the storage device; and

    detect emotions and moods of the customer during an interaction between the customer and the contact center wherein the instructions to detect include instructions that cause the processor to select and analyze at least one of the customer'"'"'s written communications, spoken communications, and/or visual communications by comparing the customer'"'"'s written communications, spoken communications, and/or visual communications to those of other customers of the contact center sharing customer profile attributes with the customer in the customer profile database; and

    invoke the intelligent automated agent, wherein the intelligent automate agent is configured to;

    take part in the interaction between the customer and the contact center;

    adjust its behavior in the interaction by factoring in the accessed profile for the customer and the detected emotions and moods of the customer during the interaction; and

    update the accessed profile on the storage device to reflect the interaction.

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