System and method for automated agent assistance 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.
Claims20
A method, comprising:
- executing an automation infrastructure within a cloud-based contact center that includes a communication manager, speech-to-text converter, a natural language processor, and an inference processor exposed by application programming interfaces;
- and
- executing an agent assist functionality within the automation infrastructure that performs operations comprising:
- receiving a communication from a customer;
- automatically analyzing the communication to determine a subject of the customer's communication;
- automatically parsing a knowledgebase for at least one responsive answer to a question associated with the subject of the customer's communication;
- and
- providing the at least one responsive answer to an agent during the communication with the customer.
The method of 2, 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 the second field in the unified interface.
The method of 6, 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 the second field in the 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:
- executing an automation infrastructure within a cloud-based contact center that includes a communication manager, speech-to-text converter, a natural language processor, and an inference processor exposed by application programming interfaces;
- and
- executing an agent assist functionality within the automation infrastructure that performs operations comprising:
- receiving a communication from a customer;
- automatically analyzing the communication to determine a subject of the customer's communication;
- automatically parsing a knowledgebase for at least one responsive answer to a question associated with the subject of the customer's communication;
- and
- providing the at least one responsive answer to an agent during the communication with the customer.
The cloud-based software platform of 12, 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 the second field in the unified interface.
The cloud-based software platform of 16, 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 the second field in the unified interface.
Dependencies are inferred from the claim text.