Patent ID: 8411841
Filing Date: 2013-04-02
Classification: G06Q,G10L,H04M

Abstract:
1. A method comprising: accepting a specification of a predefined plurality of associations between keyphrases of a predefined set of keyphrases and knowledge articles of a predefined set of knowledge articles stored in a machine-readable data store; processing, by a word spotting engine of a contact center system, audio data representative of an interaction between a contact center caller and a contact center agent to form an output including identifications of occurrences of keyphrases of the predefined set of keyphrases in the audio data; selecting, from the predefined set of knowledge articles, a candidate set of knowledge articles for presentation to the contact center agent based at least in part on a result of processing the identified occurrences of the keyphrases in the output of the word spotting engine according to the predefined plurality of associations; and detecting that the interaction between the contact center agent and the contact center caller is ongoing and causing visual representations of selected knowledge articles of the candidate set to be presented on a display terminal associated with the contact center agent during the ongoing interaction; wherein each of the selected knowledge articles of the candidate set is associated with a relevance score that exceeds a threshold score, and wherein the method further comprises: comparing the relevance scores associated with the selected knowledge articles of the candidate set to identify the knowledge article of the candidate set that is most relevant to the interaction between the contact centre caller and the contact center agent; and generating a visual representation of the identified knowledge article of the candidate set.