Patent Document ID: 10104232
Application ID: 15208137

Base Claim:
1. A computer implemented method, in a data processing system comprising a processor and a memory comprising instructions which are executed by the processor to cause the processor to implement a call center question and answer system, the method comprising: ingesting, through an instant messaging application, one or more original questions from one or more call center agents; ingesting, through the instant messaging application, one or more answers from the one or more call center agents, the one or more answers associated with the one or more original questions; analyzing, through a cognitive system, each of the one or more answers associated with the one or more original questions; incorporating the analysis of the one or more answers into the analysis of the one or more answers and the one or more original questions; receiving, by one of the one or more call center agents, one or more additional questions from a customer to which the call center agent cannot answer; receiving, through the instant messaging system, the one or more additional questions; determining, in real-time, one or more proposed answers to each additional question based on analysis of the one or more original questions and answers; determining, in real-time, a confidence score for each of the one or more proposed answers; if the confidence score of the proposed answer exceeds a confidence threshold, providing, in real-time, the proposed answer to the call center agent; receiving, in real-time, through a feedback module, feedback on the proposed answer from one or more subject matter experts or call center managers; and incorporating, in real-time, the feedback on the proposed answer into the analysis of the one or more original questions and the one or more additional questions.

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Claim 7:
7. The method as recited in claim 1 , further comprising: flagging, in real-time, through the feedback module, one or more answers as unsuitable for display.