System and method for keyword-based notification and delivery of content
AssigneeAvaya Inc.
InventorVarun Khanna
Life of this patent
Estimating the term…
Abstract
System and method to provide keyword-based notification and content, the method including: monitoring a communication interface, the communication interface configured to transport a communication between an agent and a customer; recognizing, by use of a processor, a candidate keyword in the communication; retrieving, from a non-volatile data storage, an information related to the keyword; and presenting to one of the agent and the customer the information related to the keyword.
Claims31
A method to provide keyword-based notification and content, comprising:
- monitoring, by a processor, a communication interface, the communication interface configured to transport a communication between an agent and a customer;
- recognizing, by the processor, a candidate keyword in the communication;
- retrieving, by the processor from a non-volatile data storage, an information related to the keyword;
- detecting, by the processor, whether the keyword exists in the non-volatile data storage;
- if the keyword is not in the non-volatile data storage:
- searching, by the processor, for an alternative source of information for the keyword;
- and
- retrieving, by the processor, additional information from the alternative source;
- and
- presenting, by the processor, to one of the agent and the customer the information related to the keyword.
A system to provide keyword-based notification and content, comprising:
- a communication interface, the communication interface configured to transport a communication between an agent and a customer;
- a monitoring module configured to monitor the communication interface;
- a processor configured to recognize a candidate keyword in the communication;
- a non-volatile data storage configured to store an information related to the keyword, wherein the non-volatile data storage comprises:
- a first memory area configured to store a mapping of keywords to keyword information;
- and
- a second memory area configured to store a mapping of a customer identifier to information related to how keyword information should be delivered to the customer;
- and
- a user-interface module configured to present to one of the agent and the customer the information related to the keyword.
A method to provide keyword-based notification and content, comprising:
- monitoring, by a processor, a communication interface, the communication interface configured to transport a communication between an agent and a customer;
- recognizing, by the processor, a candidate keyword in the communication;
- retrieving, by the processor from a non-volatile data storage, an information related to the keyword, wherein the non-volatile data storage comprises:
- a first memory area configured to store a mapping of keywords to keyword information;
- and
- a second memory area configured to store a mapping of a customer identifier to information related to how keyword information should be delivered to the customer;
- and
- presenting, by the processor, to one of the agent and the customer the information related to the keyword.
Dependencies are inferred from the claim text.