Swampfox Technologies, Inc.

Robert S Cooper

Sergey A Razin

Rick Ulmer

Tom Hanson

Embodiments of the innovation relate to, in a contact center apparatus, a method for recognizing user intent associated with user interaction with the contact center apparatus. The method includes receiving user interaction data; performing a feature extraction process on the user interaction data to generate feature data; performing an intent extraction operation on the feature data to extract topics included with the feature data; executing a classification engine on the topics extracted from the feature data to classify a user intent associated with the user interaction data; and directing the user to a corresponding working agent based upon the classified user intent

Growing community of inventors

Irmo, SC, United States of America

Robert S Cooper