18521580. Automated Conference Item Selection simplified abstract (Zoom Video Communications, Inc.)
Contents
- 1 Automated Conference Item Selection
- 1.1 Organization Name
- 1.2 Inventor(s)
- 1.3 Automated Conference Item Selection - A simplified explanation of the abstract
- 1.4 Simplified Explanation
- 1.5 Potential Applications
- 1.6 Problems Solved
- 1.7 Benefits
- 1.8 Potential Commercial Applications
- 1.9 Possible Prior Art
- 1.10 Original Abstract Submitted
Automated Conference Item Selection
Organization Name
Zoom Video Communications, Inc.
Inventor(s)
Nick Swerdlow of Santa Clara CA (US)
Automated Conference Item Selection - A simplified explanation of the abstract
This abstract first appeared for US patent application 18521580 titled 'Automated Conference Item Selection
Simplified Explanation
The abstract describes a system where conference item selection is automated based on keywords in the text of a call, with the server retrieving relevant items from a data store and generating a user interface output for agents.
- Automated conference item selection based on keywords in text
- Server retrieves items from data store
- Items can include scripts, articles, manuals, etc.
- User interface output generated for agents
- Items displayed on agent device
Potential Applications
This technology could be applied in customer service call centers to assist agents in providing relevant information quickly and efficiently.
Problems Solved
This technology solves the problem of agents having to manually search for relevant resources during customer calls, saving time and improving customer service.
Benefits
The benefits of this technology include increased efficiency, improved customer satisfaction, and reduced agent workload.
Potential Commercial Applications
A potential commercial application of this technology could be in software companies providing customer support services, where quick access to relevant resources is crucial for resolving customer issues effectively.
Possible Prior Art
One possible prior art for this technology could be automated content recommendation systems used in online platforms to suggest relevant articles or products to users based on their browsing history or preferences.
Unanswered Questions
How does the system ensure the accuracy of the retrieved items based on keywords?
The system may use algorithms to analyze the relevance of the items to the keywords and may incorporate user feedback to improve accuracy over time.
What measures are in place to protect the privacy and security of the data stored in the system?
The system may implement encryption protocols, access controls, and regular security audits to safeguard the data stored in the system from unauthorized access or breaches.
Original Abstract Submitted
Conference item selection is automated by a server that retrieves one or more items from a data store based on a determination that the text includes one or more keywords or a change in the subject of the call. The keywords can include phrases. The retrieved items include one or more of scripts, articles, manuals, daily bulletins regarding a system state, or any resource that can be used to assist with a customer call or interaction. The software running on the server generates a user interface (UI) output based on the retrieve items, and transmits the UI output to an agent device. Software running on the agent device receives the UI output and displays the retrieved items on a display of the agent device.
