Data processing: database and file management or data structures – Database design – Data structure types
Reexamination Certificate
2005-07-26
2005-07-26
Channavajjala, Srirama (Department: 2164)
Data processing: database and file management or data structures
Database design
Data structure types
C707S793000, C707S793000, C709S203000, C345S215000, C706S045000
Reexamination Certificate
active
06922689
ABSTRACT:
A communication center has a system for managing agent-hosted sessions including systems for storing queries and responses to queries in sessions in associated pairs, and for comparing newly-arriving queries with stored query-response pairs. In the event of a match or near match, stored responses to oft-repeated queries are provided to agents for use, relieving agents of the tasks of responding manually to often-repeated queries. Parsing and sentence structure tools are used, and in some cases aid stations with knowledge workers are provided to allow editing and extra help for agents.
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Boys Donald R.
Central Coast Patent Agency Inc.
Channavajjala Srirama
Genesys Telecommunications
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