Patent Document ID: 9092733
Application ID: 11966913

Base Claim:
1. A computer-based management system for guiding a human agent during an interaction with a customer of a contact center, comprising: a processor; and a memory, wherein the memory has computer instructions stored therein that, when executed by the processor, cause the processor to: display an initial script on an agent display device during the interaction for guiding the human agent on suggested dialogue or other actions to be taken during the interaction between the agent and the customer, wherein the displayed initial script includes first and second script components; monitor the interaction between the human agent and the customer for context analysis and generate context analysis output in response; monitor performance of the contact center and output statistical performance data in response; identify a change in the statistical performance data, wherein the change indicates decrease of the contact center performance; and identify a rule based on both the context analysis output and the identified change in the statistical performance data, wherein the identified rule is for increasing contact center performance in response to the change indicating decrease of the contact center performance; select a third script component based on the identified rule; dynamically update the initial script to replace the second script component with the selected third script component; and update the agent display device to display the modified initial script replacing the second script component with the third script component.

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Claim 7:
7. The system of claim 1 , wherein context analysis output is based on analysis of context other than context provided by communication exchanged between the agent and the customer.