18156859. Automated Responding To A Prompt In A Contact Center simplified abstract (Zoom Video Communications, Inc.)
Contents
Automated Responding To A Prompt In A Contact Center
Organization Name
Zoom Video Communications, Inc.
Inventor(s)
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.