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:
Apr. 23, 2002
Filed:
Dec. 11, 1998
Andrew T. Busey, Austin, TX (US);
Peter Novosel, Austin, TX (US);
Govind Balakrishnan, Round Rock, TX (US);
Peter Bunyan, Austin, TX (US);
Brett Morrison, San Francisco, CA (US);
Dwight M Moore, Austin, TX (US);
Kirschen Alcyone Seah, Austin, TX (US);
Rickey E. Chevrie, Dripping Springs, TX (US);
George Currie, Austin, TX (US);
Yuan Sylvia Tien, Austin, TX (US);
Avaya Technology Corp., Basking Ridge, NJ (US);
Abstract
A network-based customer interface allows a customer to receive automated information from a variety of data sources, or databases, including a knowledge base and frequently asked question database. The data sources are updated based on recording ongoing customer queries and transactions with the database. The updates can be reviewed before they are used to update the data sources. Customer authentication is performed so that the customer can be given an elevated level of service and so that any prior customer sessions can be used to help human agents know about the customer's situation.