Company Filing History:
Years Active: 2022-2023
Title: Gordon Scott Edwards: Innovator in Real-Time Agent Assistance
Introduction
Gordon Scott Edwards is a notable inventor based in Roswell, GA (US). He has made significant contributions to the field of real-time agent assistance technology. With a total of 3 patents, his work focuses on enhancing customer service interactions through innovative methods.
Latest Patents
One of Gordon's latest patents is titled "Real-time agent assistance using real-time automatic speech recognition and behavioral metrics." This method assists agents in real-time by receiving call interactions between customers and agents. It identifies spoken words during the call, provides these words to a behavioral models module, and computes scores for various behavioral metrics. The process includes forming phrases from the identified words and utilizing a knowledge article selection module to evaluate and match knowledge selection rules. Ultimately, it generates a visual representation of the selected knowledge article and presents it in real-time on a graphical user interface.
Career Highlights
Gordon Scott Edwards has established himself as a key player in the technology sector. He works at Nice Ltd, where he continues to develop innovative solutions that improve customer service experiences. His expertise in real-time assistance technologies has positioned him as a valuable asset in his field.
Collaborations
Gordon collaborates with talented individuals such as Jon Augustus Arrowood and Mark Finlay. Their combined efforts contribute to the advancement of technologies that enhance agent-customer interactions.
Conclusion
Gordon Scott Edwards is a pioneering inventor whose work in real-time agent assistance is shaping the future of customer service technology. His innovative patents and collaborations reflect his commitment to improving communication and efficiency in the industry.