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:
Feb. 13, 2024
Filed:
Jun. 11, 2021
Applicant:
T-mobile Usa, Inc., Bellevue, WA (US);
Inventors:
Assignee:
T-Mobile USA, Inc., Bellevue, WA (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
G06Q 10/0639 (2023.01); G06Q 30/0201 (2023.01); G10L 15/18 (2013.01); G06F 9/451 (2018.01);
U.S. Cl.
CPC ...
G06Q 10/06398 (2013.01); G06F 9/453 (2018.02); G06Q 30/0201 (2013.01); G10L 15/1807 (2013.01); G10L 15/1815 (2013.01);
Abstract
This disclosure describes techniques that allow a coach-assist controller to provide coach support to a customer service representative (CSR) during an ongoing consumer-CSR interaction. The coach-assist controller may intercept a consumer-CSR interaction and generate corresponding interaction data. The coach-assist controller may further analyze the interaction data to infer a current state of the consumer-CSR interaction, and in doing so, determine whether to request coach support for the CSR.