Method for visual-based programming of self-service workflow
AssigneeTalkdesk, Inc.
InventorDavid Falé
Life of this patent
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Abstract
A system is provided that employs visual-based programming for self-service knowledge center and workflow. The visual-based programming employs modularized executable instructions that can be instantiated a graphical element that can be quickly assembled and/or linked to other modularized executable instructions without programming language proficiencies.
Claims20
A computer implemented method to configure a self-service knowledge center, the method comprising:
- generating, by a processor of a first computing device, a graphical user interface for a programming workspace corresponding to the self-service knowledge center, the programming workspace comprising:
- one or more user selectable input to add a software module associated with flow of the self-service knowledge center, said software module using statistical data and routing database information for call routing with said flow of the self-service knowledge center, and
- one or more software modules to invoke an interaction session request between a user and an agent of a contact center associated with the self-service knowledge center, said one or modules comprising an intent inference module to infer the user's intent from the interaction session.
A system to configure a self-service knowledge center, the system comprising:
- a processor;
- and
- a memory having instructions stored thereon, wherein execution of the instructions by the processor cause the processor to:
- generate a graphical user interface for a programming workspace corresponding to the self-service knowledge center, the programming workspace comprising:
- one or more user selectable input to add a software module associated with flow of the self-service knowledge center, said software module using statistical data and routing database information for call routing with said flow of the self-service knowledge center, and
- one or more software modules to invoke an interaction session request between a user and an agent of a contact center associated with the self-service knowledge center, said one or modules comprising an intent inference module to infer the user's intent from the interaction session.
A non-transitory computer-readable medium to configure a self-service knowledge center, the computer-readable medium comprising instructions stored thereon, wherein execution of the instructions by the processor cause the processor to:
- generate a graphical user interface for a programming workspace corresponding to the self-service knowledge center, the programming workspace comprising:
- one or more user selectable input to add a software module associated with flow of the self-service knowledge center, said software module using statistical data and routing database information for call routing with said flow of the self-service knowledge center, and
- one or more software modules to invoke an interaction session request between a user and an agent of a contact center associated with the self-service knowledge center, said one or modules comprising an intent inference module to infer the user's intent from the interaction session.
Dependencies are inferred from the claim text.