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:
Oct. 15, 2024
Filed:
May. 18, 2022
Avaya Management L.p., Durham, NC (US);
Kevin R. Plain, Dacono, CO (US);
John Young, Buntingford, GB;
Avaya Management L.P., Durham, NC (US);
Abstract
Customers often call a contact center to resolve an issue only to find the contact center cannot resolve the customer's issue and instead requires a third party to perform some action. By monitoring a customer's communication with an agent, an automated process may generate a workflow to address the issue comprising at least one action to be performed by a third party. The third party is then contacted, in real-time or offline, and provided with their actions to be performed. Records are written to a blockchain describing authentications, actions to take and by whom, and the completion of such actions. The resulting success, or lack thereof, is provided as feedback to further refine the accuracy of the automatic determinations of the workflow and/or the identity of the particular third parties.