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:
Dec. 12, 2017
Filed:
Sep. 28, 2016
Interactive Intelligence Group, Inc., Indianapolis, IN (US);
Jack Evans Nichols, III, Fishers, IN (US);
Interactive Intelligence Group, Inc., Indianapolis, IN (US);
Abstract
A system and method are presented for the use of natural language processing to automate the disposition of completed interactions in an environment such as a contact center system. Communications may be inbound or outbound. A communication is received or placed by the contact center system and processed through the contact center system. After the interaction of the communication and the contact center is completed, data from the completed interaction may be processed through an automated customer interaction disposition system. Transcript data from the interaction may be processed through an NLP engine to generate data from the interaction. The data may then be automatically matched with a disposition/wrap-up code for the interaction.