System and method for context based knowledge retrieval
AssigneeInteractive Intelligence, Inc.
InventorJoseph A. Behymer
Life of this patent
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Abstract
A system and method are presented for context based knowledge retrieval. In one embodiment, such retrieval pertains to pattern recognition for data related to interactions between users, configuration and organization of systems data in an enterprise, and the quality of calculations of communication interactions. In one embodiment, a communication may be analyzed and a user interface created of potential sources of information related to the communication. This information may be from an internal source, such as a knowledge base, or an external source, such as an internet connected information source, for example. The user interface may comprise entities with associated links and actions, which may be configured based on a user's preference.
Claims23
-34. (canceled)
A computerized method for retrieving context based knowledge in an interactive voice response system, the method comprising:
- receiving a communication at the interactive voice response system, the communication comprising an audio speech based at least in part on words spoken by a user and an agent;
- identifying one or more keywords from the audio;
- retrieving, from a database, a contextual information, the contextual information being based at least in part on the one or more keywords and the user;
- and
- displaying the contextual information to the agent.
An interactive voice response system for retrieving context based knowledge, the system comprising:
- an agent device;
- a client device, the client device being operated by a user;
- an interaction module, the interaction module storing information related to the user;
- and
- an evaluator module, the evaluator module being configured to identify one or more keywords from audio in a communication between the client device and the agent device, retrieve the information from the interaction module based at least in part on the one or more keywords, and transmit the information to the agent device.
A computerized method for retrieving context based knowledge, the method comprising:
- identifying a plurality of keywords in a communication between an agent and a user;
- generating a plurality of confidence levels, each of the plurality of confidence levels being associated with at least one of the plurality of keywords and a likelihood that the at least one keyword is correctly identified;
- retrieving an information from a database based at least in part on each of the at least one keywords with the confidence level above a threshold, the information being related to the user;
- adding a node to a contact map based on the information;
- and
- displaying the contact map to the agent.
Dependencies are inferred from the claim text.