System and method for pre-populating forms using agent assist within a cloud-based contact center
agent assist technology, applied in the field of system and method for pre-populating forms using agent assist within a cloud-based contact center, can solve the problems that supervisors and agents may be too complicated for supervisors and agents to handle on their own, and the solution cannot be easily enhanced to include capabilities
Inactive Publication Date: 2021-01-07
TALKDESK INC
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- Application Information
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Benefits of technology
This patent describes a system and method for creating a cloud-based contact center solution that uses artificial intelligence to automate agents. The system can receive customer communications, analyze the text, and automatically populate it into a web-based form. This helps agents quickly and accurately respond to customer needs. Overall, this system aims to improve efficiency and customer experience.
Problems solved by technology
In addition, a dedicated IT staff is required because on-site software may be too complicated for supervisors and agents to handle on their own.
Another drawback of on-premise solutions is that such solutions cannot be easily enhanced to include capabilities to that meet the current demands of technology, such as automation.
Method used
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[0020]Unless defined otherwise, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art. Methods and materials similar or equivalent to those described herein can be used in the practice or testing of the present disclosure. While implementations will be described within a cloud-based contact center, it will become evident to those skilled in the art that the implementations are not limited thereto.
[0021]The present disclosure is generally directed to a cloud-based contact center and, more particularly, methods and systems for proving intelligent, automated services within a cloud-based contact center. With the rise of cloud-based computing, contact centers that take advantage of this infrastructure are able to quickly add new features and channels. Cloud-based contact centers improve the customer experience by leveraging application programming interfaces (APIs) and software development kits (SDKs) to allow the...
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Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.
Description
CROSS-REFERENCE TO RELATED APPLICATION[0001]This application claims priority to U.S. Provisional Patent Application No. 62 / 870,913, filed Jul. 5, 2019, entitled “SYSTEM AND METHOD FOR AUTOMATION WITHIN A CLOUD-BASED CONTACT CENTER,” which is incorporated herein by reference in its entirety.BACKGROUND[0002]Today, contact centers are primarily on-premise software solutions. This requires an enterprise to make a substantial investment in hardware, installation and regular maintenance of such solutions. Using on-premise software, agents and supervisors are stationed in an on-site call center. In addition, a dedicated IT staff is required because on-site software may be too complicated for supervisors and agents to handle on their own. Another drawback of on-premise solutions is that such solutions cannot be easily enhanced to include capabilities to that meet the current demands of technology, such as automation. Thus, there is a need for a solution to enhance the agent experience to en...
Claims
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IPC IPC(8): G06Q30/00G06F16/953G10L15/22G10L15/18G06F40/174
CPCG06Q30/016G06F16/953G10L2015/088G10L15/1822G06F40/174G10L15/22H04M3/5183H04M2203/558H04M3/42382H04M3/5141H04M2201/40H04L51/02H04L67/10G10L15/26H04L51/58H04L67/53H04L67/565H04L67/60H04M2203/357G10L15/1815G10L25/63G10L15/30H04M2203/6045G10L2015/223G06F9/54H04M3/4936H04M3/5175H04M3/5233H04M3/5237H04M11/10H04M3/5235G06F16/90335G06F16/9038G06N20/00G06F40/279G06F40/205G06F40/30G06F3/0484G06N5/04H04M3/4938H04M3/5166H04M3/5232G06Q10/1095G06F16/9538G10L17/00G10L17/06G10L21/0272H04W4/14H04M3/4933H04M3/5191G06F16/2379G06F16/2425G06F16/248G06N3/006G06Q10/107G06F16/9535G06F3/0485G06F16/24575G10L15/02H04M2203/6072G06N5/02H04M2201/41G06F16/252
Inventor ADIBI, JAFARPAIVA, TIAGOKANNAN, CHARANYAANTUNES, BRUNOCARMO, JOAOCOSTA, MARCO
Owner TALKDESK INC