# US 9,883,032 B2 · System and method for guiding agents in an enterprise > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 9,883,032 B2 - Document ID: US9883032B2 - Status: Granted - Kind: B2 - Application number: 14/450,644 - Filed: 2014-08-04 - Published: 2016-02-04 - Granted: 2018-01-30 - Earliest claimed: 2014-08-04 - Assignees: Avaya Inc. - Applicants: Avaya Inc. - Inventors: Neil O'Connor; Tony McCormack; John H. Yoakum - Web page: https://patentgrep.com/patent/US9883032B2 ## CPC - H04M 3/5141: {Details of processing calls and other types of contacts in an unified manner (unified messaging in packet-switching networks H04L51/56)} - H04M 3/5191: {interacting with the Internet} - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract 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. ## Claims ### Claim 1 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: determine one or more browsing activities of at least one customer and obtain customer context information of the at least one customer from the one or more determined browsing activities, wherein the one or more determined browsing activities occurs when the at least one customer is connected with one or more agents; generate the at least one agent script based on the obtained customer context information from the one or more determined browsing activities of the at least one customer; and provide the at least one agent script for display to the one or more agents. ### Claim 2 (depends on 1) The server of claim 1, wherein the one or more determined browsing activities are determined from a Web Real Time Communication (Web RTC) enabled browser. ### Claim 3 (depends on 1) The server of claim 1, wherein the processor further executes the software instructions to receive the one or more determined browsing activities of the at least one customer through one or more Web RTC data channels. ### Claim 4 (depends on 1) The server of claim 1, wherein the processor further executes the software instructions to generate the at least one agent script by dynamically modifying at least one predefined agent script based on the obtained customer context information of the one or more determined browsing activities. ### Claim 5 (depends on 4) The server of claim 4, wherein the processor further executes the software instructions to store the at least one predefined agent script in a database. ### Claim 6 (depends on 5) The server of claim 5, wherein the processor further executes the software instructions to provide the at least one predefined agent script for display to at least one agent when the at least one customer initiates at least one communication session. ### Claim 7 (depends on 6) The server of claim 6, wherein the at least one predefined agent script comprises one or more instructions to handle the at least one communication session. ### Claim 8 (depends on 1) The server of claim 1, wherein the processor further executes the software instructions to validate the at least one agent script. ### Claim 9 (depends on 1) The server of claim 1, wherein the processor further executes the software instructions to correlate the speech of one of the one or more agents with the at least one agent script. ### Claim 10 (depends on 1) The server of claim 1, wherein the processor further executes the software instructions to display an alert for non-compliance of the at least one agent script by one of the one or more agents. ### Claim 11 A computer-implemented method for dynamically generating at least one agent script, the method comprising: determining by a processor one or more browsing activities of at least one customer to obtain customer context information of the at least one customer, wherein the one or more determined browsing activities occurs when the at least one customer is connected with one or more agents; generating by the processor the at least one agent script based on the obtained customer context information from the one or more determined browsing activities; and providing by the processor the at least one agent script for display to the one or more agents. ### Claim 12 (depends on 11) The method of claim 11, wherein the one or more determined browsing activities are determined from a Web Real Time Communication (Web RTC) enabled browser. ### Claim 13 (depends on 11) The method of claim 11, further comprising generating the at least one agent script by dynamically modifying at least one predefined agent script based on the obtained customer context information of the one or more browsing activities. ### Claim 14 (depends on 13) The method of claim 13, further comprising storing by the processor the at least one predefined agent script in a database. ### Claim 15 (depends on 14) The method of claim 14, wherein the at least one predefined agent script is displayed to the one or more agents when the at least one customer initiates at least one communication session. ### Claim 16 (depends on 11) The method of claim 11, further comprising validating the at least one agent script. ### Claim 17 (depends on 16) The method of claim 16, further comprising correlating the speech of one of the one or more agents with the at least one agent script for validating the at least one agent script. ### Claim 18 (depends on 11) The method of claim 11, further comprising generating at least one alert for at least one non-compliant agent script. ### Claim 19 A computer-implemented method for guiding one or more agents during a communication session, the method comprising: determining by a processor one or more browsing activities of at least one customer and obtaining customer context information of the at least one customer from the one or more determined browser activities; selecting by the processor at least one browsing activity from the one or more determined browsing activities of the at least one customer, wherein the at least one selected browsing activity occurs when the at least one customer is connected to one or more agents; generating by the processor at least one agent script based on the customer context information of the at least one selected browsing activity; and providing by the processor the at least one agent script for display to the one or more agents. ### Claim 20 (depends on 19) The method of claim 19, further comprising validating the at least one generated agent script by correlating the speech of one of the one or more agents with the at least one agent script for validating the at least one agent script.