Abstract
A contact center, sometimes referred to as a call center, is used to help provide solutions for different user inquiries and requests. For instance, a user (e.g., a customer) can initiate contact or an interaction with a human or artificial intelligence (AI) agent of a contact/call center in which the human/AI agent can help address a possible issue of the user, such as with respect to a product or service involving the user. This submission proposes specially designed contact center agents, such as a Topic Collector Agent (TCA) and a Topic Routing Agent (TRA) that can operate to gather topics as customers wait in queues. The agents can be linked to the latest topic analysis technology to reduce the involvement of contact center agents once the customers begin to interact with the agents.
Creative Commons License
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Recommended Citation
Keating, Fergal, "CONTACT CENTER AGENTIFIED TOPIC ANALYSIS", Technical Disclosure Commons, ()
https://www.tdcommons.org/dpubs_series/9552