| 摘要 |
The present invention pertains to method for assisting an operator from a call center who must respond to a request for information (200), received by that call center, by means of a standard response stored in a base (306, 310) of standard responses, this base (306, 310) of standard responses being automatically used in order to provide the operator (302) with possible responses to the request for information (200), characterized in that it comprises the following steps: the step of identifying elements representative of the request (200) for information, the step of using the elements representative of the request (200) for information, both to select a preferred response (201) to the request (200) and to identify alternative responses (202, 204, 206) transmitted beforehand by operators with respect to prior requests identified by rep selected elements similar to the represented elements of the request for information, and the step of transmitting to the operator (302) the request for information (200), the selected response (201), and the alternative responses (202, 204, 206). |
