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. 16, 2021
Filed:
Apr. 01, 2019
T-mobile Usa, Inc., Bellevue, WA (US);
Ryan Yokel, Seattle, WA (US);
Rudy Bourcelot, Everett, WA (US);
T-Mobile USA, Inc., Bellevue, WA (US);
Abstract
Techniques are described for automatically creating resolution scripts. When a user contacts an agent with an issue, intent parameters associated with the user and/or the user's electronic device are collected. As the agent resolves the issue, a script engine monitors the actions taken by the agent. The script engine also locates content related to the issue which may be used to train agents about the issue. Actions taken by the agent and the located content is used to create a resolution script, which is stored and associated with the intent parameters. When a similar issue arises in the future, intent parameters from that issue can be used to match a resolution script created for the issue by matching intent parameters from the issue with intent parameters associated with the resolution script. Thus, an agent can use the resolution script to assist the agent in resolving the issue.