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. 26, 2010
Filed:
Jun. 20, 2005
Albert Seeley, Burlington, MA (US);
Richard C. Kuzsma, Jr., Nashua, NH (US);
Lei Shen, Sudbury, MA (US);
Kevin Sturgeon, Hermosa Beach, CA (US);
Albert Seeley, Burlington, MA (US);
Richard C. Kuzsma, Jr., Nashua, NH (US);
Lei Shen, Sudbury, MA (US);
Kevin Sturgeon, Hermosa Beach, CA (US);
Empirix Inc., Bedford, MA (US);
Abstract
A method and computer program product for testing using asynchronous automated virtual agent behavior is presented. A communication including one of a web-based communication and a telephony-based communication is received at a contact center. The communication is responded to by a virtual agent simulating actions of an agent in a coordinated, asynchronous manner. The virtual agent is capable of providing a response to the web-based communication and to the telephony-based communication. At least one parameter of said contact center is measured and the results are presented to a contact center manager.