Intent-driven contact center

Intent-driven contact center

The present disclosure relates generally to providing an intent-driven contact center. The contact center according to some embodiments analyzes intents to determine to which device or agent to route a communication. The analyzed intent information can also be used to formulate reports and analyze t...

Ausführliche Beschreibung

Gespeichert in:
Bibliographische Detailangaben
Hauptverfasser: Onu, Laura, Dunn, Matthew, Bradley, Joe
Format: Patent
Sprache:eng
Schlagworte:
ACOUSTICS
CALCULATING
COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS
COMPUTING
COUNTING
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRIC DIGITAL DATA PROCESSING
ELECTRICITY
MUSICAL INSTRUMENTS
PHYSICS
SPEECH ANALYSIS OR SYNTHESIS
SPEECH OR AUDIO CODING OR DECODING
SPEECH OR VOICE PROCESSING
SPEECH RECOGNITION
TELEPHONIC COMMUNICATION
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Beschreibung
Zusammenfassung:The present disclosure relates generally to providing an intent-driven contact center. The contact center according to some embodiments analyzes intents to determine to which device or agent to route a communication. The analyzed intent information can also be used to formulate reports and analyze the accuracy of the identified intents with respect to the received communication.