Conduent Business Services, LLC

Salah Aït-Mokhtar

Nikolaos Lagos

A system and method provide assistance to an agent in responding to a customer query. A dialog including communications between a customer and an agent is displayed to an agent on a display device. During the dialog, keywords are extracted from at least one of the customer's text communications. This includes identifying keywords that are found in a set of terms extracted from a knowledge base. A search query is generated, based on the extracted keywords. Results of the search query are retrieved from at least one of the knowledge base and an external website. The results are displayed on the display device contemporaneously with at least a portion of the text communications, allowing the agent to quickly copy and paste text from one of the results into his response without having to leave the window in which the communications are displayed.

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Meylan, France

Salah Aït-Mokhtar