Communications arbitrator

• US 11,632,464 B2
• Filed: 04/22/2014
• Issued: 04/18/2023
• Est. Priority Date: 04/22/2014
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Eyeson, Isaac K.
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): Intavong, Jirapon
• Application Number:
  US14/258,848
• Publication Number:
  US 20150304492A1
• Time in Patent Office: 3,283 Days
• Field of Search: 37926501, 37926502, 3792651, 37926511
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

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.

Claims

1. A method, comprising:

monitoring, by a processor, content of a communication session between a first user at a first communication endpoint and a first agent of a contact center at a second communication endpoint;

identifying, by the processor, at least one identified topic included in the monitored content of the communication session;

in response to applying a rule based on the at least one identified topic, generating, by the processor a plurality of topic suggestions;

sending, by the processor, the plurality of topic suggestions for presentation to the first user on the first communication endpoint;

receiving, by the processor, a selection, by the first user, of one of the plurality of topic suggestions; and

sending, by the processor, for presentation on the second communication endpoint, the selected one of the plurality of topic suggestions and a first list of one or more discussion options associated with the selected one of the plurality of topic suggestions.

2. The method of claim 1, further comprising transferring, by the processor, the communication session to a second agent or conferencing the second agent into the communication session;

and in response to transferring the communication session to the second agent or conferencing the second agent into the communication session, generating for presentation, by the processor, to the second agent, a selected one of the plurality of topic suggestions along with a second list of one or more discussion options associated with the selected one of the plurality of topic suggestions, wherein the second list contains at least one discussion option not included on the first list.

3. The method of claim 1, further comprising:

identifying, by the processor, a second topic suggestion from information stored in a database and wherein generating the plurality of topic suggestions for selection by the first user further comprises generating the second topic suggestion for selection by the first user.

4. The method of claim 1, wherein an additional plurality of topic suggestions are identified by the first user prior to an initiation of the communication session.

5. The method of claim 1, wherein applying the rule based on the at least one identified topic is further based on the first agent discussing a different topic.

6. The method of claim 1, wherein at a conclusion of the communication session, information associated with the communication session is stored in a database for use with further communication sessions associated with the first user.

7. The method of claim 1, wherein the plurality of topic suggestions are generated based on detecting a defined number of keywords and/or phrases and/or emotions and/or gestures identified with the at least one identified topic and wherein the plurality of topic suggestions are presented to the first user.

8. The method of claim 1, wherein the rule is applied based on the identified at least one identified topic being at least one of a keyword, a phrase, an emotion, or a gesture, and an exceed time duration of the communication session.

9. The method of claim 1, wherein applying the rule based on the at least one identified topic is based on the at least one identified topic being communicated within a specific time period.

10. The method of claim 1, wherein applying the rule based on the at least one identified topic is based on the at least one identified topic.

11. The method of claim 1, wherein a second agent has an additional ability not available to the first agent.

12. A system comprising:

a content monitor, executed by a processor, that monitors content of a communication session between a first user at a first communication endpoint and a first agent of a contact center at a second communication endpoint, and identifies at least one identified topic in the monitored content of the communication session;

a topic module, executed by the processor that generates a plurality of topic suggestions for selection by the first user in response to applying a rule based on the at least one identified topic, sends the plurality of topic suggestions to the first communication endpoint, and receives, from the first communication endpoint, a selection, by the first user, of one of the plurality of topic suggestions;

a session manager, executed by the processor that transfers the communication session to a second agent or conferences the second agent into the communication session; and

a presentation module, executed by the processor, that generates, for presentation on the second communication endpoint, the selected one of the plurality of topic suggestions and a first list of one or more discussion options associated with the selected one of the plurality of topic suggestions, and generates for presentation, to the second agent, the selected one of the plurality of topic suggestions.

13. The system of claim 12, wherein the rule is applied based on the at least one identified topic, and an exceed time duration of the communication session.

14. The system of claim 12, wherein:

the topic module identifies a second topic suggestion from information stored in a database; and

the presentation module generates for presentation to the first user the second topic suggestion for selection by the first user.

15. The system of claim 12, wherein applying the rule to the at least one identified topic is further based on one of the following:

the first agent is not understanding the at least one identified topic;

the first agent discussing a different topic;

two or more specific individuals calling in from a single communication endpoint;

the at least one identified topic being in a single email or text message;

the at least one identified topic being communicated a number of times;

a non response to an Interactive Voice Response (IVR) system;

the at least one identified topic being an abbreviation;

a number of exchanged emails or text messages;

a gesture made during the communication session;

or

a detected emotion of a specific individual communicating in the communication session.

16. The system of claim 15, wherein the at least one identified topic is based on the first agent not understanding the at least one identified topic.

17. The system of claim 15, wherein the at least one identified topic is based on the at least one identified topic being the abbreviation.

18. The system of claim 15, wherein the at least one identified topic is based on the number of exchanged emails or text messages.

19. The system of claim 12, wherein the second agent has an additional ability not available to the first agent.

20. The system of claim 12, further comprising applying the rule to the at least one identified topic is based on a specific type of punctuation being used with a specific at least one word.