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. 05, 2013
Filed:
Apr. 23, 2009
Roy J. Byrd, Ossining, NY (US);
Keh-shin Cheng, Mahopac, NY (US);
Stephen Carl Gates, Redding, CT (US);
Mary S. Neff, Montrose, NY (US);
Youngja Park, Edgewater, NJ (US);
Wilfried Teiken, White Plains, NY (US);
Roy J. Byrd, Ossining, NY (US);
Keh-Shin Cheng, Mahopac, NY (US);
Stephen Carl Gates, Redding, CT (US);
Mary S. Neff, Montrose, NY (US);
Youngja Park, Edgewater, NJ (US);
Wilfried Teiken, White Plains, NY (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
A real-time method and system are described for automatically extracting text from the customer-agent interaction at a contact center, analyzing the extracted text to automatically identify one or more customer issues, and performing processing by contact-center agent buddies (CABs) to generate at least one response to the customer issues.