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:
Aug. 27, 2013
Filed:
Aug. 24, 2010
Craig D. Hanson, Elk Grove, CA (US);
William D. Guinn, Placerville, CA (US);
Greg Verego, Atlanta, GA (US);
John D'amour, Sunnyvale, CA (US);
Craig D. Hanson, Elk Grove, CA (US);
William D. Guinn, Placerville, CA (US);
Greg Verego, Atlanta, GA (US);
John D'Amour, Sunnyvale, CA (US);
Amdocs Software Systems Limited, Dublin, IE;
Abstract
Methods and systems for managing customer activity in a call center include monitoring event data. A mediator filters the event data into an event data set associated with a selected customer. A context component creates a context for the customer based on the event data set. A decision engine performs a probabilistic assessment of an occurrence related to the customer, based on the customer context, and determines an action based on the probabilistic assessment. An action processor initiates the action.