# US 2026/0101003 A1 · Artificial intelligence assistance for contact centers

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- Number: US 2026/0101003 A1
- Document ID: US20260101003A1
- Status: Published application
- Kind: A1
- Application number: 19/190,310
- Filed: 2025-04-25
- Published: 2026-04-09
- Earliest claimed: 2024-10-07
- Assignees: Zoom Communications, Inc.
- Applicants: Zoom Communications, Inc.
- Inventors: David Robert DeLorimier; Kwang Ok; Xue Zhao
- Web page: https://patentgrep.com/patent/US20260101003A1

## CPC

- H04M 3/5175: {Call or contact centers supervision arrangements}
- G06Q 10/06393: {Score-carding, benchmarking or key performance indicator [KPI] analysis}
- H04M 2203/401: Performance feedback
- H04M 2203/558: Databases
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR

## Abstract

Systems and methods for providing AI assistance for a contact center are provided. A communication platform establishes a communication session between a contact center device and a client device. The communication platform accesses communication data associated with the contact center device and the client device during the communication session. The communication platform detects an intent of a user associated with the client device based on a set of communication data. The communication platform retrieves knowledge data from a knowledge base based on the intent. The communication platform generates a suggested response to the user based on the knowledge data using a generative model. The communication platform provides the suggested response to the contact center device during the communication session.

## Claims

### Claim 1

A method comprising:
establishing a communication session between a contact center device and a client device;
accessing communication data associated with the contact center device and the client device during the communication session;
detecting an intent of a user associated with the client device based on a set of communication data;
retrieving knowledge data from a knowledge base based on the intent;
generating a suggested response to the user based on the knowledge data using a generative artificial intelligence (AI) model; and
providing the suggested response to the contact center device during the communication session.

### Claim 2 (depends on 1)

The method of claim 1, further comprising:
analyzing the communication data to generate analytics data;
detecting an anomaly in the communication session based on the analytics data; and
transmitting a notification associated with the anomaly to a contact center supervisor device.

### Claim 3 (depends on 1)

The method of claim 1, wherein detecting an intent of a user associated with
the client device based on a set of communication data comprising:
receiving a user query from the client device;
updating the user query based on context data associated with the user query to obtain an updated user query; and
detecting the intent of the user based on the updated user query.

### Claim 4 (depends on 1)

The method of claim 1, wherein the knowledge base comprises a database associated with an enterprise providing a product or a service, wherein the communication session is associated with the product or the service provided by the enterprise.

### Claim 5 (depends on 1)

The method of claim 1, further comprising retrieving the knowledge data from the knowledge base based on the intent using an embedding model.

### Claim 6 (depends on 1)

The method of claim 1, further comprising:
identifying an agent script from the knowledge base based on the intent of the user associated with the client device, wherein the agent script comprises multiple instructional steps for solving a user issue associated with the intent; and
dynamically providing a next step to the contact center device based on the communication data.

### Claim 7 (depends on 1)

The method of claim 1, further comprising:
evaluating a performance of a contact center agent associated with the contact center device during the communication session to obtain evaluation data.

### Claim 8 (depends on 1)

The method of claim 1, wherein the intent is related to an unknown issue without a corresponding script in the knowledge base; wherein the method further comprises:
automatically generating a draft script for solving the unknown issue based on the communication data during the communication session.

### Claim 9

A system comprising:
a communications interface;
a non-transitory computer-readable medium; and
one or more processors communicatively coupled to the communications interface and the non-transitory computer-readable medium, the one or more processors configured to execute processor-executable instructions stored in the non-transitory computer-readable medium to:
establish a communication session between a contact center device and a client device;
access communication data associated with the contact center device and the client device during the communication session;
detect an intent of a user associated with the client device based on a set of communication data;
retrieve knowledge data from a knowledge base based on the intent;
generate a suggested response to the user based on the knowledge data using a generative artificial intelligence (AI) model; and
provide the suggested response to the contact center device during the communication session.

### Claim 10 (depends on 9)

The system of claim 9, wherein the one or more processors are configured to execute further processor-executable instructions stored in the non-transitory computer-readable medium to:
analyze the communication data to obtain analytics data;
detect an anomaly in the communication session based on the analytics data; and
transmit a notification associated with the anomaly to a contact center supervisor device.

### Claim 11 (depends on 9)

The system of claim 9, wherein the one or more processors are configured to execute further processor-executable instructions stored in the non-transitory computer-readable medium to:
receive a user query from the client device;
update the user query based on context data associated with the user query to obtain an updated user query; and
detect the intent of the user based on the updated user query.

### Claim 12 (depends on 9)

The system of claim 9, wherein the knowledge base comprises a database associated with an enterprise providing a product or a service, wherein the communication session is associated with the product or the service provided by the enterprise.

### Claim 13 (depends on 9)

The system of claim 9, wherein the one or more processors are configured to execute further processor-executable instructions stored in the non-transitory computer-readable medium to:
retrieve the knowledge data from the knowledge base based on the intent using an embedding model.

### Claim 14 (depends on 9)

The system of claim 9, wherein the one or more processors are configured to execute further processor-executable instructions stored in the non-transitory computer-readable medium to:
identify an agent script from the knowledge base based on the intent of the user associated with the client device, wherein the agent script comprises multiple instructional steps for solving a user issue associated with the intent; and
dynamically provide a next step to the contact center device based on the communication data.

### Claim 15 (depends on 9)

The system of claim 9, wherein the one or more processors are configured to execute further processor-executable instructions stored in the non-transitory computer-readable medium to:
evaluate a performance of a contact center agent associated with the contact center device during the communication session to obtain evaluation data.

### Claim 16

A non-transitory computer-readable medium comprising processor-executable instructions configured to cause one or more processors to:
establish a communication session between a contact center device and a client device;
access communication data associated with the contact center device and the client device during the communication session;
detect an intent of a user associated with the client device based on a set of communication data;
retrieve knowledge data from a knowledge base based on the intent;
generate a suggested response to the user based on the knowledge data using a generative artificial intelligence (AI) model; and
provide the suggested response to the contact center device during the communication session.

### Claim 17 (depends on 16)

The non-transitory computer-readable medium of claim 16, further comprising processor-executable instructions configured to cause one or more processors to:
analyze the communication data to obtain analytics data;
identify an anomaly in the communication session based on the analytics data; and
transmit a notification associated with the anomaly to a contact center supervisor device.

### Claim 18 (depends on 17)

The non-transitory computer-readable medium of claim 17, further comprising processor-executable instructions configured to cause one or more processors to:
receive a user query from the client device;
update the user query based on context data associated with the user query to obtain an updated user query; and
detect the intent of the user based on the updated user query.

### Claim 19 (depends on 17)

The non-transitory computer-readable medium of claim 17, further comprising processor-executable instructions configured to cause one or more processors to:
identify an agent script from the knowledge base based on the intent of the user associated with the client device, wherein the agent script comprises multiple instructional steps for solving a user issue associated with the intent; and
dynamically provide a next step to the contact center device based on the communication data.

### Claim 20 (depends on 17)

The non-transitory computer-readable medium of claim 17, further comprising processor-executable instructions configured to cause one or more processors to:
evaluate a performance of a contact center agent associated with the contact center device during the communication session to obtain evaluation data.