System and method for communication analysis for use with agent assist within a cloud-based contact center
AssigneeTalkdesk, Inc.
InventorsJafar Adibi, Tiago Paiva, Charanya Kannan, Bruno Antunes, Joao Carmo, Marco Costa
Life of this patent
Estimating the term…
Abstract
Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.
Claims18
A method, comprising:
- receiving a communication from a customer;
- automatically analyzing the communication to determine a subject of the customer's communication;
- automatically querying a database of communications between other customers and agents related to the subject of the customer's communication;
- determining at least one responsive answer to the subject from the database;
- and providing the at least one responsive answer to an agent during the communication.
The method of 5, further comprising:
- querying a customer relationship management (CRM) platform/a customer service management (CSM) platform using the key terms;
- and
- displaying responsive results from the CRM/CSM in a unified interface.
A cloud-based software platform comprising:
- one or more computer processors;
- and
- one or more computer-readable mediums storing instructions that, when executed by the one or more computer processors, cause the cloud-based software platform to perform operations comprising:
- receiving a communication from a customer;
- automatically analyzing the communication to determine a subject of the customer's communication;
- automatically querying a database of communications between other customers and agents related to the subject of the customer's communication;
- determining at least one responsive answer to the subject from the database;
- and
- providing the at least one responsive answer to an agent during the communication.
The cloud-based software platform of 14, further comprising instructions to cause
- operations comprising:
- querying a customer relationship management (CRM) platform/a customer service management (CSM) platform using the key terms;
- and
- displaying responsive results from the CRM/CSM in a unified interface.
Dependencies are inferred from the claim text.