T-Mobile USA, Inc.

Stephen King

Mark Hanson

James Ellison

Joel Werdell

Rudy Bourcelot

Christopher Mills

Phoebe Parsons

Kasey Snow

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing assistance for customer service agents are disclosed. In one aspect, a method includes the actions of receiving, by a computing device, customer interaction data that reflects an interaction between a first user and a second user. The actions further include receiving, by the computing device, a customer summary file that reflects characteristics of the first user. The actions further include, based on the customer interaction data and the customer summary file, determining, by the computing device, instructions for the second user to continue interacting with the first user during the interaction between the first user and the second user. The actions further include, based on determining the instructions, providing, for output to the second user, the instructions for the second user to continue interacting with the first user.

Assistance for customer service agents

Growing community of inventors

Seattle, WA, United States of America

Stephen King