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:
Apr. 11, 2017
Filed:
Oct. 11, 2013
Avaya Inc., Basking Ridge, NJ (US);
Tony McCormack, Galway, IE;
Neil O'Connor, Galway, IE;
Paul D'Arcy, Caherconlish, IE;
Paul Denby, County Galway, IE;
Avaya Inc., Basking Ridge, NJ (US);
Abstract
A system for prioritizing intervention of live agents into automated customer engagements in a communication system is disclosed. The system includes an intervention prioritization module configured to identify a live agent to intervene into an automated customer engagement in a communication system based on a confidence factor corresponding to the automated customer engagement and one or more live agent attributes corresponding to the live agent. The system further includes a live agent conference module configured to cause the identified live agent to intervene into the automated customer engagement.