SYSTEMS AND METHODS FOR PROVIDING REAL-TIME ASSISTANCE TO CALL CENTER AGENTS

摘要

A device may capture call data corresponding to call between an agent of a call center and a caller. The device may identify a guidance template based on the call data. The guidance template may include one or more rules and/or information for assisting the agent during the call. The device may generate an agent prompt based on the guidance template and/or provide the guidance prompt to an agent device of the agent. The agent device may receive the guidance prompt and display the guidance prompt to the agent. The agent device may capture additional call data from the call and update the guidance prompt based on the call inputs.

主权项

1. A method, comprising:
receiving, by one or more devices, a keyword extracted from an audio stream corresponding to a telephone call between a call center agent and a caller, the keyword being received during the telephone call between the call center agent and the caller; matching, by the one or more devices, the keyword to a plurality of guidance templates to obtain a guidance template relevant to the audio stream, the plurality of guidance templates each including instructions for guiding call center agents during audio calls; and providing, by the one or more devices, a graphical prompt to the call center agent during the telephone call, the graphical prompt being provided pursuant to the instructions of the matched guidance template and the graphical prompt displaying information for assisting the call center agent with the telephone call.