System and method for managing a dialog between a contact center system and a user thereof

A computer-implemented method for managing a dialog between a contact center system and a user thereof, comprising the steps of: hosting a dialog over a communication channel between an automated dialog engine of said contact center and said user thereof, said dialog comprising messages sent between...

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Bibliographische Detailangaben
Hauptverfasser:	Doyle, Simon, Orr, Michael, Wyss, Felix Immanuel, McGann, Conor, Breslin, Patrick, Gu, Wenjin, Lambe, Canice
Format:	Patent
Sprache:	eng
Schlagworte:	CALCULATING COMPUTING COUNTING ELECTRIC COMMUNICATION TECHNIQUE ELECTRIC DIGITAL DATA PROCESSING ELECTRICITY PHYSICS TELEPHONIC COMMUNICATION
Online-Zugang:	Volltext bestellen
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Beschreibung
Zusammenfassung:	A computer-implemented method for managing a dialog between a contact center system and a user thereof, comprising the steps of: hosting a dialog over a communication channel between an automated dialog engine of said contact center and said user thereof, said dialog comprising messages sent between said automated dialog engine and said user in both directions; said automated dialog engine receiving input messages from said user, and determining response messages in response to said inputs; detecting from said messages of said dialog a trigger event matching a rule; in response to detection of said trigger event: providing said agent station with a summary of said dialog; and providing control of said automated dialog engine to said agent station.