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:
Jan. 30, 2018
Filed:
Apr. 05, 2017
Conduent Business Services, Llc, Dallas, TX (US);
Rakesh S. Kulkarni, Webster, NY (US);
Wencheng Wu, Rochester, NY (US);
Jagadeesh Chandra Bose Rantham Prabhakara, Karnataka, IN;
Eric Michael Gross, Rochester, NY (US);
Jinhui Yao, Pittsford, NY (US);
Isaiah Lorenzo Simmons, Jr., Rochester, NY (US);
Michael C. Mongeon, Walworth, NY (US);
Madhavi Bangalore Shankara Narayana, Bangalore, IN;
Jennifer Watts-Perotti, Pittsford, NY (US);
Conduent Business Services, LLC, Dallas, TX (US);
Abstract
A system for recognizing processes performed by a call center agent during a session collects from one or more input devices in communication with the electronic device, input data that includes data pertaining to one or more interactions that a call center agent has with one or more programs running on the electronic device that cause one or more graphical user interfaces to be displayed on a desktop of the electronic device during a session. The system analyzes the input data to generate one or more events and a mid-level event log having one or more of the events, and performs action recognition on the mid-level event log to ascertain one or more actions that were performed within the one or more graphical user interfaces by the call center agent during the session.