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

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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.

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