Patent Document ID: 8644488
Application ID: 12428947

Base Claim:
1. A method for a computer apparatus for automatically generating a customer interaction log for an interaction between a customer and agent at a contact center comprising the steps of: receiving input comprising at least one spoken utterance from said customer and said agent and processing said received input to generate a call transcript; automatically analyzing said received input comprising analyzing at least said call transcript and, based on results of the analyzing, selecting at least a portion of the received input to generate a customer interaction log using at least one model; displaying said generated customer interaction log for agent review at a graphical user interface of an agent computer; receiving agent feedback to the displayed generated customer interaction log at said graphical user interface; and automatically updating said customer interaction log and said at least one model based on said agent feedback.

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Claim 2:
2. The method of claim 1 wherein said receiving input comprises receiving text from a speech recognition system and may additionally comprise at least one of: receiving text entered on a Web form; receiving text of instant messaging; and receiving text of emails.