Granted Patent B2

US 7,599,861 · App. 11/276,497 · Granted Oct 6, 2009

Abstract

Claims (51)

1. A system comprising:

a) a processor;

b) a computer memory connected to said processor containing one or more models utilized to process a customer interaction, said customer interaction comprising:

i) one or more statements made by a customer;

ii) one or more prompts played for said customer;

c) a set of computer executable instructions stored in said computer memory and configured to:

i) coordinate processing of the customer interaction;

ii) maintain a set of context information related to said customer interaction;

iii) create a data record comprising information related to said customer interaction from said set of context information;

iv) store information from said data record in said computer memory;

v) utilize information from said data record stored in said computer memory, along with information from a plurality of other data records comprising context information gathered during a plurality of interactions with other customers, to automatically create one or more model updates without involvement from a human being;

vi) automatically update one or more of said models using one or more of said model updates without involvement from a human being;

wherein the set of computer executable instructions is configured to automatically update one or more of said models using one or more of said model updates without involvement from a human being in response to a trigger, wherein said trigger comprises at least one element selected from the group consisting of:

i) a usage milestone, wherein the usage milestone is a trigger condition based at least in part on number of interactions processed by the system;

ii) the creation of the one or more model updates; and

iii) a schedule, wherein the schedule is a trigger condition based at least in part on elapsed time.

2. The system of claim 1 further comprising:

an agent terminal operable to allow an agent to process said customer interaction;

wherein said customer interaction further comprises one or more statements made by the agent to the customer; and

wherein said set of computer executable instruction is further configured to:

a) create a second data record;

b) determine if said data record and said second data record contain information relating to the same customer interaction;

c) if said data record and said second data record contain information relating to the same customer interaction, correlate said data record and said second data record;

d) store information from said second data record in said computer memory.

3. The system of claim 1 wherein said set of computer executable instructions is further configured to make at least one recommendation regarding processing said customer interaction.

4. The system of claim 3 wherein said set of computer executable instructions is further configured to:

a) identify a set of actions;

b) perform an evaluation of the desirability of an action in said set of actions;

wherein said set of computer executable instructions is further configured to make said at least one recommendation based at least in part on said evaluation of the desirability of the action in said set of actions.

5. The system of claim 3 wherein:

a) said one or more models comprises a statistical prediction model;

b) said set of computer executable instructions is further configured to make said at least one recommendation based on said statistical prediction model.

6. The system of claim 5 wherein said one or more model updates created by said set of computer executable instructions comprises an update for said statistical prediction model.

7. The system of claim 3 wherein said set of computer executable instructions is further configured to make said at least one recommendation based on a means for evaluating options.

8. The system of claim 1 wherein said set of computer executable instructions is further configured to determine at least one word included in a statement from said one or more customer statements.

9. The system of claim 8 wherein:

a) said one or more models in said computer memory comprises a statistical language model;

b) said set of computer executable instructions is further configured to determine the at least one word included in a statement from said one or more customer statements based on said statistical language model.

10. The system of claim 9 wherein said one or more model updates created by said set of computer executable instructions comprises an update for said statistical language model.

11. The system of claim 1 wherein said set of computer executable instructions is further configured to determine a meaning of a statement from said one or more customer statements.

12. The system of claim 11 wherein:

a) said one or more models in said computer memory comprises a semantic classification model;

b) said set of computer executable instructions is further configured to determine said meaning of a statement from said one or more customer statements based on said semantic classification model.

13. The system of claim 12 wherein said one or more model updates created by said set of computer executable instructions comprises an update for said semantic classification model.

14. The system of claim 1 wherein said one or more model updates are comprised of one or more updated models.

15. The system of claim 1 wherein said computer memory further contains:

a) a set of potential call dispositions;

b) an indication of the desirability of said call dispositions;

c) a record of a disposition of said customer interaction.

16. The system of claim 1 wherein the trigger is a usage milestone.

17. The system of claim 1 wherein said set of computer executable instructions is further configured to coordinate processing of said customer interaction through the implementation of one or more actions.

Assignments (8)