View source for 18156859. Automated Responding To A Prompt In A Contact Center simplified abstract (Zoom Video Communications, Inc.)

=Automated Responding To A Prompt In A Contact Center=


==Organization Name==

[[:Category:Zoom Video Communications, Inc.|Zoom Video Communications, Inc.]]


[[Category:Zoom Video Communications, Inc.]]

==Inventor(s)==

[[:Category:Alejandro Paiuk of West Hartford CT (US)|Alejandro Paiuk of West Hartford CT (US)]][[Category:Alejandro Paiuk of West Hartford CT (US)]]

==Automated Responding To A Prompt In A Contact Center - A simplified explanation of the abstract==


This abstract first appeared for US patent application 18156859 titled 'Automated Responding To A Prompt In A Contact Center

'''Simplified Explanation''': 

The abstract describes a patent application where a contact center server uses a chat bot to provide a stored response to a user's query during an engagement.

* Contact center server receives query from user device via chat bot
* Server identifies query in knowledgebase
* Server provides stored response to user device through chat bot

'''Key Features and Innovation''':

* Utilization of a chat bot in a contact center setting
* Efficient retrieval and delivery of stored responses to user queries
* Integration of knowledgebase for prompt-response matching

'''Potential Applications''':

* Customer service interactions
* Technical support services
* Information retrieval systems

'''Problems Solved''':

* Streamlining response delivery process
* Enhancing user experience during engagements
* Improving efficiency in contact center operations

'''Benefits''':

* Faster resolution of user queries
* Consistent and accurate responses
* Increased customer satisfaction

'''Commercial Applications''''':

The technology can be applied in various industries such as e-commerce, telecommunications, and healthcare for enhancing customer service interactions and improving overall operational efficiency.

'''Questions about the Technology''':

1. How does the contact center server determine the appropriate stored response for a user query?
2. What are the potential challenges in implementing this technology in a contact center environment?


==Original Abstract Submitted==

A contact center server receives, during a contact center engagement and via a chat bot of the contact center server, a query from a user device. The contact center server determines that the query corresponds to a stored prompt associated with a stored response in a contact center knowledgebase. The contact center server provides, via the chat bot, the stored response to the user device.



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