Swampfox Technologies, Inc.

Tom Hanson

Sergey A Razin

Robert S Cooper

Rick Ulmer

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

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Columbia, SC, United States of America

Tom Hanson