Invention Grant
- Patent Title: System and method for communication analysis for use with agent assist within a cloud-based contact center
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Application No.: US16668265Application Date: 2019-10-30
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Publication No.: US11706339B2Publication Date: 2023-07-18
- Inventor: Jafar Adibi , Tiago Paiva , Charanya Kannan , Bruno Antunes , Joao Carmo , Marco Costa
- Applicant: Talkdesk, Inc.
- Applicant Address: US CA San Francisco
- Assignee: Talkdesk, Inc.
- Current Assignee: Talkdesk, Inc.
- Current Assignee Address: US CA San Francisco
- Agency: Rimon PC
- Agent Marc S. Kaufman
- Main IPC: H04M3/51
- IPC: H04M3/51 ; G10L15/22 ; G10L15/18 ; G10L25/63 ; G10L15/30 ; G06F16/953 ; G06F9/54 ; G06Q30/016 ; G10L15/26 ; H04M3/493 ; H04M3/523 ; H04M11/10 ; G06F16/903 ; G06F16/9038 ; G06N20/00 ; G06F40/279 ; G06F40/205 ; G06F40/30 ; G06N5/04 ; H04L67/10 ; G06Q10/1093 ; G06F16/9538 ; G10L17/00 ; G10L17/06 ; G10L21/0272 ; H04M3/42 ; H04W4/14 ; G06F16/23 ; G06F16/242 ; G06F16/248 ; G06N3/006 ; G06Q10/107 ; G06F40/174 ; G06F16/9535 ; G06F16/2457 ; G10L15/02 ; G06N5/02 ; G06F16/25 ; G10L15/08 ; G06F3/0484 ; G06F3/0485
Abstract:
Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.
Public/Granted literature
Information query
