Patent ID: 8767948
Filing Date: 2014-07-01
Classification: G06N,H04M

Abstract:
1. A non-transitory storage device comprising an intelligent automated agent for a contact center, the intelligent automated agent being configured to run on a processor coupled to the non-transitory storage device, the storage device comprising: a customer profile module configured, when run on the processor, to access a profile of a customer from a customer profile database stored on the storage device, the profile of the customer comprising interaction data from interactions involving the customer and the contact center, and analysis results from analyzing the interaction data between the interactions involving the customer and the contact center; and a content analysis module configured, when run on the processor, to: wherein the intelligent automated agent is configured, when run on the processor, to: wherein the content analysis module is further configured, when run on the processor, to: wherein the storage device further comprises: wherein the content analysis module comprises a plurality of content analysis modules corresponding to the different classifications, wherein the analysis results comprises a list of pending transactions and/or requests by the customer that are not yet completed, and wherein the automated agent is further configured, when run on the processor, to address the pending transactions and/or requests during future interactions of the interactions involving the customer and the contact center.