System and method for managing a dialog between a contact center system and a user thereof
A processor receives inputs from a dialog between an agent and a user performed over a communication channel A knowledge base is stored, comprising entries with a subset of said entries defined as higher priority. A match is detected between an input from said dialog and a plurality of said knowledge base entries. At least one of said plurality of entries is retrieved corresponding to said match. The at least one of said plurality of entries is pushed as an output to one or more of a device operated by said user and at least one device operated by one of said user and said agent. A further match is detected between an input from said dialog and a higher priority entry in said knowledge base and pushed to said at least one device while the dialog is ongoing.
1. A computer-implemented method of supporting an agent of a contact center system engaged in a dialog with a user, comprising the steps of:
a. receiving, by a processor, inputs from a dialog performed over a communication channel between said agent and said user;
b. storing a knowledge base comprising a plurality of entries wherein a subset of said entries are defined as higher priority entries;
c. detecting, by said processor, a match between an input from said dialog and a plurality of said knowledge base entries;
d. retrieving at least one of said plurality of entries corresponding to said match;
e. pushing said at least one of said plurality of entries as an output to one or more of a device operated by said user and at least one device operated by one of said user and said agent;
f. detecting, by said processor, a further match between an input from said dialog and a higher priority entry in said knowledge base; and
g. pushing said higher priority entry to said at least one device while the dialog is ongoing.
2. The method of claim 1 , wherein said higher priority entry comprises one or more prompts to said device directed to achieving a defined goal.
3. The method of claim 2 , wherein said at least one device is a device used by said agent, wherein said one or more prompts coach the agent to achieve a defined goal.
4. The method of claim 3 , further comprising said processor continuing to receive inputs from said dialog and pushing updated prompts to said at least one device in response to further detected inputs, thereby coaching the agent through the dialog.
5. The method of claim 1 , wherein a behavior tree is defined to implement the detection of matches in steps (c) and (f), said behavior tree executing throughout the duration of the dialog and receiving inputs from said dialog, whereby a match detected in step (f) causes processing within the behavior tree to transfer from one node of the tree to another node of the tree.
6. A system for supporting an agent of a contact center system engaged in a dialog with a user, the system comprising:
a processor; and
a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
a. receive inputs from a dialog performed over a communication channel between said agent and said user;
b. access a knowledge base comprising a plurality of entries wherein a subset of said entries are defined as higher priority entries;
c. detect a match between an input from said dialog and a plurality of said knowledge base entries;
d. retrieve at least one of said plurality of entries corresponding to said match;
e. push said at least one of said plurality of entries as an output to one or more of a device operated by said user and a device operated by said agent;
f. detect a further match between an input from said dialog and a higher priority entry in said knowledge base; and
g. push said higher priority entry to a device operated by said agent while the dialog is ongoing.
7. The system of claim 6 , wherein the higher priority entry comprises one or more prompts to said device directed to achieving a defined goal.
8. The system of claim 6 , wherein said at least one device is a device used by said agent, wherein said one or more prompts coach the agent to achieve a defined goal.
9. The system of claim 8 , wherein the memory further stores instructions that, when executed by the processor, cause the processor to continue to receive inputs from said dialog and pushing updated prompts to said at least one device in response to further detected inputs, thereby coaching the agent through the dialog.
10. The system of claim 6 , wherein a behavior tree is defined to implement the detection of matches in steps (c) and (f), said behavior tree executing throughout the duration of the dialog and receiving inputs from said dialog, whereby a match detected in step (f) causes processing within the behavior tree to transfer from one node of the tree to another node of the tree.