Patent Document ID: 20120263291
Application ID: 13462081
Patent Flag: 0

Claim One:
1. A call center system comprising: a rule management unit comprising customer relation management (CRM) rules, wherein each CRM rule comprises one or more rule parameters, said rule parameters to enforce interaction behavior of agents in a call center during interactions with customers; and an adaptive, self learning module for automatic adaptive modification of said CRM rules, comprising: a collector to receive information related to monitored interactions between the agents of the call center and customers; a database to store sets of interaction details, wherein each set corresponds to a respective one of said monitored interactions and comprises one or more rule parameters that were enforced during said interaction, values of said one or more rule parameters and interaction parameters; an analyzer to periodically perform an adaptive analysis on at least a portion of said sets of interaction details; and a generator to produce one or more modified CRM rules, based on said analysis.