System and method for natural language processing
AssigneeInteractive Intelligence Group, Inc.
InventorJack Evans Nichols, III
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Abstract
A system and method are presented for the use of natural language processing to automate the disposition of completed interactions in an environment such as a contact center system. Communications may be inbound or outbound. A communication is received or placed by the contact center system and processed through the contact center system. After the interaction of the communication and the contact center is completed, data from the completed interaction may be processed through an automated customer interaction disposition system. Transcript data from the interaction may be processed through an NLP engine to generate data from the interaction. The data may then be automatically matched with a disposition/wrap-up code for the interaction.
Claims1
A method for automating the disposition of interactions in a contact center system using natural
- language processing, wherein the system comprises a communication, an interactive voice response system, a recording module, an automated customer interaction disposition system, and a plurality of endpoints, the method comprising the steps of:
- a. receiving the communication by the interactive voice response system;
- b. recording, by the recording module, the interaction of the communication with the interactive voice response system;
- c. routing the communication to a desired endpoint from the plurality of endpoints;
- and
- d. after the interaction has ended, processing the communication, by the automated customer interaction disposition system, based on a defined communication flow from the interactive voice response system,
- i. wherein the automated customer interaction disposition system further comprises at least:
- a natural language processing engine, a disposition engine, a transcription service, a sentiment engine, and one or more databases.
Dependencies are inferred from the claim text.