PROACTIVE KNOWLEDGE OFFERING SYSTEM AND METHOD

A system and method for proactively making knowledge offers. A processor is configured to gather information on interactions by a user with resources provided by an enterprise having a customer contact center. The processor anticipates need of the user based on the gathered information, and generate...

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Bibliographische Detailangaben
Hauptverfasser:	GUTIERREZ, FRANCISCO, LYPCHANSKYY, STANISLAV, NITIN, ANAND PAI KRISHNANAND, BELL, GORDON, KLEPAR, BOHDAN, ARAVAMUDHAN, BHARATH, MCGANN, CONOR, RISTOCK, HERBERT WILLI ARTUR, EISNER, JOSEF ERIC, KOROLEV, NIKOLAY I, RYABCHUN, ANDRIY V
Format:	Patent
Sprache:	eng ; fre
Schlagworte:	CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Beschreibung
Zusammenfassung:	A system and method for proactively making knowledge offers. A processor is configured to gather information on interactions by a user with resources provided by an enterprise having a customer contact center. The processor anticipates need of the user based on the gathered information, and generates a query based on the anticipated need. Prior to the user expressly requesting knowledge relating to a particular topic, the processor proactively identifies and suggests the knowledge to the user based on the generated query. The processor receives feedback relating to the suggested knowledge and outputs based on the feedback, a relevance score for the suggested knowledge.