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US 9,883,032 B2Granted
System and method for guiding agents in an enterprise
AssigneeAvaya Inc.
InventorsNeil O'Connor, Tony McCormack, John H. Yoakum
Life of this patent
Estimating the term…
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AssigneeAvaya Inc.
InventorsNeil O'Connor, Tony McCormack, John H. Yoakum
Estimating the term…
A contact manager system for generating an agent's script is disclosed. The contact manager system includes a monitoring module configured to determine one or more browsing activities and related context information of at least one customer. The contact manager system further includes a script generation module configured to generate the at least one agent script based on the one or more determined browsing activities. The contact manager system further includes a display module configured to display the at least one agent script to one or more agents. The contact manager system further includes a verification module configured to validate the agent's script.
A server for dynamically generating at least one agent script, the server comprising a processor and a memory storing software instructions, the processor coupled to the memory executes the software instructions to:
A computer-implemented method for dynamically generating at least one agent script, the method comprising:
A computer-implemented method for guiding one or more agents during a communication session, the method comprising:
Dependencies are inferred from the claim text.