International Business Machines Corporation

Jeffrey T Matteo

Martin Oberhofer

Ram S Narayanan

Carl Michael Marrelli

Embodiments provide a system and method for integrating a cognitive system into a call center. The system and method include ingesting, through an instant messaging application, one or more original questions from one or more call center agents; ingesting, through the instant messaging application, one or more answers associated with the one or more original questions; receiving, through the instant messaging system, one or more additional questions; determining one or more proposed answers to each additional question based on analysis of the one or more original questions and answers; determining a confidence score for each of the one or more proposed answers; if the confidence score of the proposed answer exceeds a confidence threshold, providing the proposed answer to the call center agent; receiving, through a feedback module, feedback on the proposed answer from one or more subject matter experts or call center managers; and incorporating the feedback on the proposed answer into the analysis of the one or more original questions.

System and method for a cognitive system plug-in answering subject matter expert questions

Embodiments provide a system and method for integrating a cognitive system into a call center. The system and method include ingesting, in real-time through an instant messaging application, one or more questions from one or more call center agents; ingesting, in real-time through the instant messaging application, one or more answers associated with the one or more questions; storing one or more question and answer pairs in a corpus; analyzing, through a cognitive system, the corpus of the one or more question and answer pairs; receiving, through the instant messaging system, one or more additional questions; determining a proposed answer to each additional question based on the analysis of the corpus; analyzing, through the cognitive system, the proposed answer; and incorporating the analysis of the proposed answer into the analysis of the one or more question and answer pairs. The answers can be provided by subject matter experts or call center managers. The cognitive system can interface with the instant messaging system through the use of a plug-in module, which can use one or more registration commands to facilitate the interface.

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Powell, OH, United States of America

Jeffrey T Matteo