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:
Nov. 26, 2013
Filed:
Mar. 09, 2007
William V. Da Palma, Coconut Creek, FL (US);
Baiju D. Mandalia, Boca Raton, FL (US);
Victor S. Moore, Lake City, FL (US);
Wendi L. Nusbickel, Boca Raton, FL (US);
William V. Da Palma, Coconut Creek, FL (US);
Baiju D. Mandalia, Boca Raton, FL (US);
Victor S. Moore, Lake City, FL (US);
Wendi L. Nusbickel, Boca Raton, FL (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
The present solution can include a method for using dialog contracts for contact center interactions. The method can include a step of determining a context that applies to a caller who is communicating with a contact center. A dialog contract can be identified that corresponds to the determined context. The dialog contract can specify requirements for a real-time contact center session. The contact center can transfer the caller to a contact center agent. The real-time communication session can be conducted. A software program, referred to as an agent monitor, can analyze input of the caller and the contact center agent during the communication session and can automatically update a session file as requirements of the dialog contract are satisfied. The session file can be used as a quality measurement of the communication session.