Verizon Patent and Licensing Inc.

Raja Sri Swaroop Mallampalli

Senthil Muthusamy

Sudarshan Chavva

Ehssan Ghanem

Premjith A Pullamplavil

A device may capture call data corresponding to call between an agent of a call center and a caller. The device may identify a guidance template based on the call data. The guidance template may include one or more rules and/or information for assisting the agent during the call. The device may generate an agent prompt based on the guidance template and/or provide the guidance prompt to an agent device of the agent. The agent device may receive the guidance prompt and display the guidance prompt to the agent. The agent device may capture additional call data from the call and update the guidance prompt based on the call inputs.

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Irving, TX, United States of America

Raja Sri Swaroop Mallampalli