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. 17, 2020
Filed:
Oct. 27, 2017
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Nokia of America Corporation, Murray Hill, NJ (US);
Ramesh V Pattabhiraman, New Albany, OH (US);
Andriy Vladimirovich Ryabchun, Mill Valley, CA (US);
Geeta Chauhan, Santa Clara, CA (US);
Josef Eric Eisner, Larkspur, CA (US);
Other;
Abstract
An apparatus includes a processor and a memory. The memory stores instructions that when executed by the processor cause the processor to: identify a keyword from machine-readable text; identify a contact center resource based on the identified keyword; update a first group of keywords associated with the contact center resource based on the identified keyword; invoke an action based on analysis of the keyword associated with the contact center resource; monitor the action and report results in response; and update a second group of keywords according to analysis of the results.