System and method for using a personal bot
AssigneeVerint Americas Inc.
InventorAshish Sood
Life of this patent
Estimating the term…
Abstract
The present invention is a method and system for utilizing a personal bot. The method receives a customer contact, adds the customer contact to a CEC desktop, accesses a customer service module to answer the customer contact, receives and analyzes a customer query within the customer contact, accesses at least one of a customer service module and a document database to formulate a response to the customer query, and calculates a confidence level in the response. The steps allow the customer service representative using the personal bot to access or pass along already-formulated answers to customer queries, increasing customer throughput.
Claims20
A method for utilizing a personal bot, comprising:
- receiving a customer contact;
- adding the customer contact to a CEC desktop;
- accessing a customer service module to answer the customer contact;
- receiving and analyzing a customer query within the customer contact;
- accessing at least one of a customer service module and a document database to formulate a response to the customer query;
- and
- calculating a confidence level in the response.
A system for utilizing a personal bot, comprising:
- a processor;
- and
- a non-transient computer readable medium programmed with computer readable code that upon execution by the processor causes the processor to execute a method for utilizing a personal bot, comprising:
- receiving a customer contact,
- adding the customer contact to a CEC desktop,
- accessing a customer service module to answer the customer contact,
- receiving and analyzing a customer query within the customer contact,
- accessing at least one of a customer service module and a document database to formulate a response to the customer query, and
- calculating a confidence level in the response.
A non-transient computer readable medium programmed with computer readable code that upon execution by a processor causes the processor to execute a method for utilizing a personal bot, comprising:
- receiving a customer contact;
- adding the customer contact to a CEC desktop;
- accessing a customer service module to answer the customer contact;
- receiving and analyzing a customer query within the customer contact;
- accessing at least one of a customer service module and a document database to formulate a response to the customer query;
- and
- calculating a confidence level in the response.
Dependencies are inferred from the claim text.