System and method for anticipating and preloading data in a customer contact center

Patent metadata

Field	Value
Publication number	US-10033868-B2
Application number	US-201615253759-A
Country	US
Kind code	B2
Filing date	Aug 31, 2016
Priority date	Aug 31, 2016
Publication date	Jul 24, 2018
Grant date	Jul 24, 2018

Abstract

A method for anticipating and preloading data in a customer contact center, the method comprising: monitoring, by a processor, an interaction of an agent of the customer contact center, with an agent device, during a communication session with a customer of the customer contact center; anticipating, by the processor, data to be accessed during a communication session; pre-loading, by the processor, the data in a memory device; detecting, by the processor, a request for the data; and providing, by the processor, the data for output on the agent device in response to the request.

First claim

What is claimed is:

1. A method for anticipating and preloading data in a customer contact center, the method comprising:
monitoring, by a processor, an interaction of an agent of the customer contact center, with an agent device, during a communication session with a customer of the customer contact center;
anticipating, by the processor, data to be accessed during a communication session;
retrieving, by the processor, the data anticipated to be accessed during the communication session;
pre-loading, by the processor in a memory device, a graphical agent desktop configured to display the data, the graphical agent desktop including a graphical representation of the data anticipated to be accessed during the communication session;
detecting, by the processor, a request for the data; and
providing, by the processor, the graphical agent desktop configured to display the data for output on the agent device in response to the request.

2. The method of claim 1 , further comprising refraining from outputting the data on the agent device until the request is detected.

3. The method of claim 1 , wherein the interaction is with a graphical user interface hosted by the agent device.

4. The method of claim 1 , wherein the anticipating is based on anticipating a next interaction of the agent with the agent device.

5. The method of claim 4 , wherein the next interaction is anticipated based on monitoring progress of an agent script.

6. The method of claim 4 , wherein the next interaction is anticipated based on monitoring state of a model of a graphical user interface hosted by the agent device.

7. The method of claim 1 , wherein the memory device is cache memory.

8. The method of claim 1 , wherein the anticipating is based on a location of the customer.

9. The method of claim 1 , wherein the anticipating is based on a time of day of the interaction.

10. The method of claim 1 , wherein the anticipating is based on occurrence of a predefined calendar event.

11. A system for anticipating and preloading data in a customer contact center, the system comprising:
a processor; and
a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
monitor an interaction of an agent of the customer contact center, with an agent device, during a communication session with a customer of the customer contact center;
anticipate data to be accessed during a communication session;
retrieve the data anticipated to be accessed during the communication session;
pre-load, in a memory device, a graphical agent desktop configured to display the data, the graphical agent desktop including a graphical representation of the data anticipated to be accessed during the communication session;
detect a request for the data; and
provide the graphical agent desktop configured to display the data for output on the agent device in response to the request.

12. The system of claim 11 , further comprising refraining from outputting the data on the agent device until the request is detected.

13. The system of claim 11 , wherein the interaction is with a graphical user interface hosted by the agent device.

14. The system of claim 11 , wherein the anticipating is based on anticipating a next interaction of the agent with the agent device.

15. The system of claim 14 , wherein the next interaction is anticipated based on monitoring progress of an agent script.

16. The system of claim 14 , wherein the next interaction is anticipated based on monitoring state of a model of a graphical user interface hosted by the agent device.

17. The system of claim 11 , wherein the memory device is cache memory.

18. The system of claim 11 , wherein the anticipating is based on a location of the customer.

19. The system of claim 11 , wherein the anticipating is based on a time of day of the interaction.

20. A system for anticipating and preloading data in a customer contact center, the system comprising:
means for monitoring an interaction of an agent of the customer contact center, with an agent device, during a communication session with a customer of the customer contact center;
means for anticipating data to be accessed during a communication session;
means for retrieving the data anticipated to be accessed during the communication session;
means for pre-loading, in a memory device, a graphical agent desktop configured to display the data, the graphical agent desktop including a graphical representation of the data anticipated to be accessed during the communication session;
means for detecting a request for the data; and
means for providing the graphical agent desktop configured to display the data for output on the agent device in response to the request.

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Eisner Josef Eric
• Beilis David
• Ristock Herbert Willi Artur

Classifications

• H04M3/42221

  Conversation recording systems (at the subscriber's set H04M1/656) · CPC title

• H04M3/5183 Primary

  Call or contact centers with computer-telephony arrangements · CPC title

• H04M7/003

  Click to dial services · CPC title

• H04M7/0024

  Services and arrangements where telephone services are combined with data services (arrangements which combine a telephonic equipment and a computer H04M7/0012) · CPC title

• H04M3/5133

  Operator terminal details · CPC title