US 11,706,339 B2
System and method for communication analysis for use with agent assist within a cloud-based contact center
Jafar Adibi, Los Angeles, CA (US); Tiago Paiva, San Francisco, CA (US); Charanya Kannan, Oakland, CA (US); Bruno Antunes, São Silvestre (PT); Joao Carmo, Oporto (PT); and Marco Costa, Lisbon (PT)
Assigned to Talkdesk, Inc., San Francisco, CA (US)
Filed by Talkdesk, Inc., San Francisco, CA (US)
Filed on Oct. 30, 2019, as Appl. No. 16/668,265.
Claims priority of provisional application 62/870,913, filed on Jul. 5, 2019.
Prior Publication US 2021/0004834 A1, Jan. 7, 2021
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/51 (2006.01); G10L 15/22 (2006.01); G10L 15/18 (2013.01); G10L 25/63 (2013.01); G10L 15/30 (2013.01); G06F 16/953 (2019.01); G06F 9/54 (2006.01); G06Q 30/016 (2023.01); G10L 15/26 (2006.01); H04M 3/493 (2006.01); H04M 3/523 (2006.01); H04M 11/10 (2006.01); G06F 16/903 (2019.01); G06F 16/9038 (2019.01); G06N 20/00 (2019.01); G06F 40/279 (2020.01); G06F 40/205 (2020.01); G06F 40/30 (2020.01); G06N 5/04 (2023.01); H04L 67/10 (2022.01); G06Q 10/1093 (2023.01); G06F 16/9538 (2019.01); G10L 17/00 (2013.01); G10L 17/06 (2013.01); G10L 21/0272 (2013.01); H04M 3/42 (2006.01); H04W 4/14 (2009.01); G06F 16/23 (2019.01); G06F 16/242 (2019.01); G06F 16/248 (2019.01); G06N 3/006 (2023.01); G06Q 10/107 (2023.01); G06F 40/174 (2020.01); G06F 16/9535 (2019.01); G06F 16/2457 (2019.01); G10L 15/02 (2006.01); G06N 5/02 (2023.01); G06F 16/25 (2019.01); G10L 15/08 (2006.01); G06F 3/0484 (2022.01); G06F 3/0485 (2022.01)
CPC H04M 3/5183 (2013.01) [G06F 9/54 (2013.01); G06F 16/2379 (2019.01); G06F 16/248 (2019.01); G06F 16/2425 (2019.01); G06F 16/24575 (2019.01); G06F 16/252 (2019.01); G06F 16/9038 (2019.01); G06F 16/90335 (2019.01); G06F 16/953 (2019.01); G06F 16/9535 (2019.01); G06F 16/9538 (2019.01); G06F 40/174 (2020.01); G06F 40/205 (2020.01); G06F 40/279 (2020.01); G06F 40/30 (2020.01); G06N 3/006 (2013.01); G06N 5/02 (2013.01); G06N 5/04 (2013.01); G06N 20/00 (2019.01); G06Q 10/107 (2013.01); G06Q 10/1095 (2013.01); G06Q 30/016 (2013.01); G10L 15/02 (2013.01); G10L 15/1815 (2013.01); G10L 15/1822 (2013.01); G10L 15/22 (2013.01); G10L 15/26 (2013.01); G10L 15/30 (2013.01); G10L 17/00 (2013.01); G10L 17/06 (2013.01); G10L 21/0272 (2013.01); G10L 25/63 (2013.01); H04L 67/10 (2013.01); H04M 3/42382 (2013.01); H04M 3/4933 (2013.01); H04M 3/4936 (2013.01); H04M 3/4938 (2013.01); H04M 3/5141 (2013.01); H04M 3/5166 (2013.01); H04M 3/5175 (2013.01); H04M 3/5191 (2013.01); H04M 3/5232 (2013.01); H04M 3/5233 (2013.01); H04M 3/5235 (2013.01); H04M 3/5237 (2013.01); H04M 11/10 (2013.01); H04W 4/14 (2013.01); G06F 3/0484 (2013.01); G06F 3/0485 (2013.01); G10L 2015/088 (2013.01); G10L 2015/223 (2013.01); H04M 2201/40 (2013.01); H04M 2201/41 (2013.01); H04M 2203/558 (2013.01); H04M 2203/6045 (2013.01); H04M 2203/6072 (2013.01)] 18 Claims
OG exemplary drawing
 
1. A method, comprising:
receiving a communication from a customer;
automatically analyzing the communication to determine a subject of the customer's communication;
automatically querying a database of communications between other customers and agents related to the subject of the customer's communication;
determining at least one responsive answer to the subject from the database; and providing the at least one responsive answer to an agent during the communication.