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:
Mar. 19, 2019
Filed:
Jun. 08, 2015
Conduent Business Services, Llc, Dallas, TX (US);
Nikolaos Lagos, Grenoble, FR;
Salah Aït-Mokhtar, Meylan, FR;
Conduent Business Services, LLC, Dallas, TX (US);
Abstract
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.