24/7 Customer, Inc.

[24]7.ai, Inc.

Gangadharan Kumar

Pallipuram V Kannan

Ravi Vijayaraghavan

Deepak Kumar

With regard to searches and, more particularly, to searches performed on information repositories belonging to an enterprise, a centralized management system is used by the enterprise to manage the predictive search experience for users. A system offers a rich resolution experience to the end users based on user intent as determined from a variety of mechanisms, such as keywords, end user journey, clustered journey, etc. Also disclosed herein is a system that derives and offers various suggestions to end users to help them accomplish their objectives.

Method and apparatus for predictive enrichment of search in an enterprise

A company/organization is enabled to optimize sessions from an agent's perspective across multiple channels. Actions may be performed, such as monitoring the journey of a user across a self service application, raising alerts to the agent based on the journey, selecting an appropriate agent to whom a session may be routed, raising alerts for a supervisor, enabling the supervisor to track sessions and intervene if required, enable the agent to run commands from an interaction window, push links to launch applications to supplement the primary interaction through appropriate mechanisms, show appropriate responses to the agent on analyzing the session, and providing shortcut keys for the agent to allow the agent to insert appropriate responses into a chat session. Analysis is provided for the sessions, data is extracted from the sessions, and appropriate forms are populated with the data from the session and with agent information.

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Bengaluru, India

Gangadharan Kumar