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. 03, 2010
Jim Alain Laredo, Katonah, NY (US);
Gopal Sarma Pingali, Mohegan Lake, NY (US);
Zon-yin Shae, South Salem, NY (US);
Kunwadee Sripanidkulchai, White Plains, NY (US);
Shu Tao, Irvington, NY (US);
Maja Vukovic, New York, NY (US);
Jim Alain Laredo, Katonah, NY (US);
Gopal Sarma Pingali, Mohegan Lake, NY (US);
Zon-Yin Shae, South Salem, NY (US);
Kunwadee Sripanidkulchai, White Plains, NY (US);
Shu Tao, Irvington, NY (US);
Maja Vukovic, New York, NY (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
A method for a contact center to provide information to one or more users in response to one or more inquiries from the one or more users is presented. For example, the method includes accessing, using at least one client adaptor, at least one agent group that includes at least one agent having knowledge regarding the one or more inquiries. The method further includes the at least one agent responding to the one or more inquiries using the at least one client adaptor. The at least one agent group has pre-existing communications infrastructure that is accessed by a computing platform of the contact center using the at least one client adaptor.