发明名称 |
Enhancing contact centers with dialog contracts |
摘要 |
The present solution can include a method for using dialog contracts for contact center interactions. The method can include a step of determining a context that applies to a caller who is communicating with a contact center. A dialog contract can be identified that corresponds to the determined context. The dialog contract can specify requirements for a real-time contact center session. The contact center can transfer the caller to a contact center agent. The real-time communication session can be conducted. A software program, referred to as an agent monitor, can analyze input of the caller and the contact center agent during the communication session and can automatically update a session file as requirements of the dialog contract are satisfied. The session file can be used as a quality measurement of the communication session.
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申请公布号 |
US8594305(B2) |
申请公布日期 |
2013.11.26 |
申请号 |
US20070684333 |
申请日期 |
2007.03.09 |
申请人 |
DA PALMA WILLIAM V.;MANDALIA BAIJU D.;MOORE VICTOR S.;NUSBICKEL WENDI L.;INTERNATIONAL BUSINESS MACHINES CORPORATION |
发明人 |
DA PALMA WILLIAM V.;MANDALIA BAIJU D.;MOORE VICTOR S.;NUSBICKEL WENDI L. |
分类号 |
H04M1/64 |
主分类号 |
H04M1/64 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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