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:
Jan. 01, 2019
Filed:
Dec. 29, 2014
Verizon Patent and Licensing Inc., Arlington, VA (US);
Premjith A. Pullamplavil, Carrollton, TX (US);
Raja Sri Swaroop Mallampalli, Irving, TX (US);
Senthil Muthusamy, Lewisville, TX (US);
Sudarshan Chavva, Carrollton, TX (US);
Ehssan Ghanem, Highland Village, TX (US);
Verizon Patent and Licensing Inc., Basking Ridge, NJ (US);
Abstract
A device may capture call data corresponding to call between an agent of a call center and a caller. The device may identify a guidance template based on the call data. The guidance template may include one or more rules and/or information for assisting the agent during the call. The device may generate an agent prompt based on the guidance template and/or provide the guidance prompt to an agent device of the agent. The agent device may receive the guidance prompt and display the guidance prompt to the agent. The agent device may capture additional call data from the call and update the guidance prompt based on the call inputs.