Adaptive transaction guidance

Details Adaptive transaction guidance Adaptive transaction guidance

2007-03-27

2007-03-27

Nguyen, Duc M. (Department: 2617)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S266070

Reexamination Certificate

active

10103454

ABSTRACT:
A method and apparatus are provided for guiding a conversation between an agent of a call center and a client of the call center towards one of a plurality of goals of an organization controlling the call center. The method includes the steps of recognizing a voice content of the client of the call center, correlating the recognized voice content with a first goal of the plurality of goals of the call center and presenting script to the agent of the call center based upon the correlated goal of the call center.

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