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:
Dec. 26, 2023
Filed:
Dec. 06, 2021
Methods and systems of providing response based on communication session participant request urgency
Avaya Management L.p., Durham, NC (US);
Reinhard P. Klemm, West New York, NJ (US);
George Erhart, Loveland, CO (US);
Tamas Smahajcsik-Szabo, Budapest, HU;
Oliver Huber, Mainz, DE;
Wen-Hua Ju, Monmouth Junction, NJ (US);
John Young, Buntingford, GB;
Avaya Management L.P., Durham, NC (US);
Abstract
Systems and methods include generating an urgency score associated with data associated with a communication session based on processing the data and using the urgency score to modify a behavior of a bot or a call center agent and optimize a contact center. Systems and methods include modifying behavior of a bot or an agent during the communication session in response to the data. Systems and methods include modifying dialog of a bot, or a script of an agent, and modifying a control flow for the communication session. Optimizing a contact center includes adjusting a workload of an agent associated with the communication session.