Automatic contact navigation system
First Claim
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1. A method of guiding a conversation taking place between a client and an agent through a communication system, such method comprising:
- detecting an information content of the conversation;
determining a goal of the client from the detected information content; and
suggesting a subject matter to the agent to guide the conversation towards the goal of the client.
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Abstract
A method and apparatus are provided for guiding a conversation taking place between a client and an agent through a communication system. The method includes the steps of detecting an information content of the conversation, determining a goal of the client from the detected information content and suggesting a conversation topic to the agent to guide the conversation towards the goal of the client.
66 Citations
25 Claims
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1. A method of guiding a conversation taking place between a client and an agent through a communication system, such method comprising:
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detecting an information content of the conversation;
determining a goal of the client from the detected information content; and
suggesting a subject matter to the agent to guide the conversation towards the goal of the client. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. An apparatus for guiding a conversation taking place between a client and an agent through a communication system, such apparatus comprising:
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means for detecting an information content of the conversation;
means for determining a goal of the client from the detected information content; and
means for suggesting a subject matter to the agent to guide the conversation towards the goal of the client. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. An apparatus for guiding a conversation taking place between a client and an agent through a communication system, such apparatus comprising:
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a voice recognition application adapted to detect an information content of the conversation;
a content analysis application adapted to determine a goal of the client from the detected information content; and
a prompter adapted to suggest a subject matter to the agent to guide the conversation towards the goal of the client. - View Dependent Claims (22, 23, 24, 25)
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Specification