Dialog compatability

Patent metadata

Field	Value
Publication number	US-9020135-B2
Application number	US-201314023018-A
Country	US
Kind code	B2
Filing date	Sep 10, 2013
Priority date	Apr 8, 2013
Publication date	Apr 28, 2015
Grant date	Apr 28, 2015

Abstract

A contact center system can receive messages from consumers. The system can then interact with the consumer or customer using a dialog. Before conducting the session with the consumer, past interactions using the dialog are reviewed to determine words, phrases, and other information that caused the dialog to be successful. The information is stored as norms. Upon beginning a new interaction with the dialog, the norms and the past successful dialogs are retrieved and compared to the active dialog while the interaction is on-going. The comparison is then used to ensure that the present active dialog will lead to a successful outcome or to resolve any issued if the outcome is not likely to be successful.

First claim

What is claimed is:

1. A method for analyzing an agent dialog in a contact center, the method comprising:
receiving, by a processor, a contact from a customer;
starting an active dialog with the customer;
receiving one or more norms for the active dialog or a successful past dialog associated with the active dialog, the one or more norms being based on an analysis of dialogs between multiple agents and multiple customers;
comparing the active dialog with the one or more of t…

Assignees

• Avaya Inc

Inventors

• Skiba David
• Erhart George W
• Becker Lee
• Matula Valentine C

Classifications

• H04M3/5175 Primary

  Electricity · mapped topic

• G06Q10/40

  Physics · mapped topic

• G06F40/40

  Physics · mapped topic

• G10L15/18

  Physics · mapped topic

• H04M2203/551

  Electricity · mapped topic