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US 9,167,094 B2Granted
System and method for assisting agents of a contact center
AssigneeAvaya Inc.
InventorsNeil O'Connor, Paul D'Arcy
Life of this patent
Estimating the term…
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AssigneeAvaya Inc.
InventorsNeil O'Connor, Paul D'Arcy
Estimating the term…
An agent assisting system for providing assistance to agents of contact center during calls is provided. The agent assisting system includes a monitoring module configured to monitor parameters of a call coming to the contact center. The agent assisting system further includes a sentiment detector module configured to detect sentiments of a user during the call. The agent assisting system further includes a pattern matching module configured to determine a script for an agent handling the call, based on the parameters of the call and the sentiments of the user during the call, wherein the script providing instructions to the agent to improve handling of the call. The agent assisting system further includes a script publishing module configured to publish the script to the agent handling the call.
An agent assisting system for providing assistance to agents of a contact center during calls, comprising:
A computer-implemented method for providing assistance to agents of a contact center during calls, comprising:
A non-transitory computer readable medium storing computer readable instructions when executed by a processor perform a method, comprising:
Dependencies are inferred from the claim text.