Real-time sales support and learning tool
First Claim
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1. A real time sales support method comprising:
- automatically monitoring an interaction between a sales agent and a customer;
determining one or more contexts of the interaction;
based on the one or more contexts, automatically retrieving stored information relevant to the interaction; and
providing the retrieved information in an electronically presentable format to the sales agent to be shared with the customer.
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Abstract
A real time sales support method includes automatically monitoring an interaction between a sales agent and a customer. One or more contexts of the interaction are determined and, based on the contexts, stored information relevant to the interaction is automatically retrieved. The retrieved information is provided in an electronically presentable format to the sales agent to be shared with the customer.
60 Citations
21 Claims
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1. A real time sales support method comprising:
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automatically monitoring an interaction between a sales agent and a customer;
determining one or more contexts of the interaction;
based on the one or more contexts, automatically retrieving stored information relevant to the interaction; and
providing the retrieved information in an electronically presentable format to the sales agent to be shared with the customer. - View Dependent Claims (2, 3, 4, 5, 6, 9)
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7. A real-time sales support method comprising:
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at a processing device, detecting signals representative of speech of a conversation between a sales agent and a customer;
at the processing device, decoding the speech to detect context keywords in the speech of the conversation;
in response to detection of a context keyword, accessing a memory to retrieve information pertinent to a context-related informational need of the customer; and
transmitting data from the processing device to a display device, the data producing an audio or video presentation of the retrieved information to supplement the conversation between the sales agent and the customer. - View Dependent Claims (8, 10, 11)
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12. A real-time sales support tool comprising:
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a data processing system;
a display system;
an audio input device which detects at least part of a conversation between a sales agent and a customer;
programming code operational with the data processing system to detect context-identifying keywords of the conversation and to retrieve from storage information based on the context-identifying keywords;
programming code operational with the data processing system and the display system to produce an audio or video presentation of the retrieved information to supplement the conversation between the sales agent and the customer. - View Dependent Claims (13, 14)
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15. A just-in-time learning tool comprising:
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an input/output device to generate signals representative of spoken words of one or more parties to a conversation;
a speech server wirelessly coupled with the input/output device to receive the signals and to identify specified conversational cues among the spoken words of the conversation to identify a current informational need of a party to the conversation; and
a data store coupled to the speech server to retrievably store information of potential interest, specific information relevant to the current informational need being retrievable from the data store upon identification of the specified conversational cues, the specific information being provided substantially in real time from the data store to the input/output device to inform the party to the conversation. - View Dependent Claims (16, 17)
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18. A collaboration method for a sales agent and a customer, the collaboration method comprising:
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at a computing device portable by the sales agent during an interaction with the customer, receiving information about a conversation between the sales agent and the customer from an audio input device;
identifying a plurality of contexts of the conversation based on the information;
based on the plurality of contexts, identifying information that might be relevant to the customer; and
displaying the identified information on a display associated with the computing device for use by the sales agent in identifying purchase requirements of the customer. - View Dependent Claims (19, 20, 21)
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Specification