Patent ID: 11936808
Assignee: AVAYA MANAGEMENT L.P.
Field: Telecommunications (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 20:
21. A system, comprising:
a processor; and
a memory coupled to the processor and storing data thereon, wherein the data, when processed by the processor, enable the processor to:
receive a communication from a customer of a contact center;
analyze the communication to determine a relevancy associated with the communication;
tag the communication with a relevancy tag that identifies the determined relevancy;
assign the communication to an agent of the contact center;
store the communication with the relevancy tag in a database of communications, wherein the communication is also stored with at least one agent note associated therewith; and
update a data model used to automatically tag communications with relevancy tags based on an analysis of the database performed by a machine learning process.