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:
Jan. 29, 2008
Filed:
Mar. 15, 2002
Anthony Dezonno, Bloomingdale, IL (US);
Jeffrey Hodson, Wheaton, IL (US);
Roger Sumner, Batavia, IL (US);
Carlo Bonifazi, Woodridge, IL (US);
Mark Michelson, Elburn, IL (US);
Robert Beckstrom, Bolingbrook, IL (US);
Mark Powers, Carol Stream, IL (US);
Craig Shambaugh, Wheaton, IL (US);
Anthony Dezonno, Bloomingdale, IL (US);
Jeffrey Hodson, Wheaton, IL (US);
Roger Sumner, Batavia, IL (US);
Carlo Bonifazi, Woodridge, IL (US);
Mark Michelson, Elburn, IL (US);
Robert Beckstrom, Bolingbrook, IL (US);
Mark Powers, Carol Stream, IL (US);
Craig Shambaugh, Wheaton, IL (US);
Rockwell Electronic Commerce Technologies, Wood Dale, IL (US);
Abstract
A method and apparatus are provided for expediting subject matter evolution of an information exchange during a contact through a communication system between a client and an agent of an organization that possesses an expertise in the subject matter of the contact. The method includes the steps of providing a state map of subject matter progression of the subject matter of the contact from a starting point to subject matter resolution along a plurality of parallel subject matter paths, fitting a subject matter progression of the contact within a progression of subject matter of a most likely one of the plurality of parallel subject matter paths of the state map and prompting the agent with prospective subject matter from the most likely one of the plurality of subject matter paths.