SYSTEM AND METHOD FOR ASSISTING AGENTS OF A CONTACT CENTER

摘要

An agent assisting system for providing assistance to agents of contact center during calls is provided. The agent assisting system includes a monitoring module configured to monitor parameters of a call coming to the contact center. The agent assisting system further includes a sentiment detector module configured to detect sentiments of a user during the call. The agent assisting system further includes a pattern matching module configured to determine a script for an agent handling the call, based on the parameters of the call and the sentiments of the user during the call, wherein the script providing instructions to the agent to improve handling of the call. The agent assisting system further includes a script publishing module configured to publish the script to the agent handling the call.

主权项

1. An agent assisting system for providing assistance to agents of a contact center during calls, comprising:
a monitoring module configured to monitor parameters of a call coming to the contact center; a sentiment detector module configured to detect sentiments of a user during the call; a pattern matching module configured to determine a script for an agent handling the call, based on the parameters of the call and the sentiments of the user during the call, wherein the script provides instructions to the agent to improve handling of the call; and a script publishing module configured to publish the script to the agent handling the call.