The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Nov. 13, 2018
Filed:
Feb. 23, 2015
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Bharath Aravamudhan, Perungudi, IN;
Conor McGann, San Carlos, CA (US);
Anand Pai Krishnanand Nitin, Foster City, CA (US);
Bohdan Klepar, Walnut Creek, CA (US);
Andriy V. Ryabchun, Mill Valley, CA (US);
Gordon Bell, San Mateo, CA (US);
Francisco Gutierrez, San Francisco, CA (US);
Josef Eric Eisner, Larkspur, CA (US);
Nikolay I. Korolev, Concord, CA (US);
Herbert Willi Artur Ristock, Walnut Creek, CA (US);
Stanislav Lypachanskyy, Daly City, CA (US);
Other;
Abstract
A system and method for proactively making knowledge offers. A processor is configured to gather information on interactions by a user with resources provided by an enterprise having a customer contact center. The processor anticipates need of the user based on the gathered information, and generates a query based on the anticipated need. Prior to the user expressly requesting knowledge relating to a particular topic, the processor proactively identifies and suggests the knowledge to the user based on the generated query. The processor receives feedback relating to the suggested knowledge and outputs based on the feedback, a relevance score for the suggested knowledge.