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:
Sep. 19, 2023
Filed:
Jul. 30, 2021
Applicant:
Zoom Video Communications, Inc., San Jose, CA (US);
Inventor:
Xu Hua Li, San Jose, CA (US);
Assignee:
Zoom Video Communications, Inc., San Jose, CA (US);
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/523 (2006.01); G10L 15/26 (2006.01); H04M 3/51 (2006.01); G06N 20/00 (2019.01);
U.S. Cl.
CPC ...
H04M 3/5232 (2013.01); G06N 20/00 (2019.01); G10L 15/26 (2013.01); H04M 3/5175 (2013.01); H04M 2203/551 (2013.01);
Abstract
A contact center system correlates one or more past user interactions to a current user interaction with the contact center system. The current user interaction may in some cases use a different communication modality (e.g., chat, voice, video, SMS, email, or social) than a past user interaction. The contact center system may automatically alert a supervisor agent when the system detects that a certain user warrants more attention. Real-time assistance may be provided to an agent of the contact center system based on aggregated data from a user's history of user interactions across modalities.