Patent Document ID: 8135125
Application ID: 11431957

Base Claim:
1. A method executing on a processor of a computing device for collecting and analyzing contextual information relating to clients of a call center coupled to an aggregator agent, comprising: initializing a communication channel between the call center and at least one client; wherein the communication channel is used to transmit contextual data packets and conversational data packets; establishing between the call center and the at least one client a predefined structured hierarchy to use to transmit contextual information; wherein the predefined structured hierarchy is used to transmit the contextual information; receiving contextual information relating to at least one client; wherein the contextual information is packetized and arranged according to the predefined structured hierarchy; receiving other sets of contextual information relating to other clients, the other sets of contextual information sharing at least some common information with the received contextual information; identifying relevant contextual information from the received contextual information and the received other sets of contextual information; providing the identified contextual information to the aggregator agent that aggregates the relevant contextual information and the other sets of contextual information; determining when the aggregated contextual information meets a threshold and based on the determination determining when to receive and aggregate more contextual information in addition to previously collected contextual information; during the aggregating, identifying levels of relevancy of the received contextual information and the other sets of contextual information; receiving a set of events from the aggregator agent; executing actions corresponding to the set of events; and clearing the aggregated contextual information and the threshold for a new analysis.

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Claim 2:
2. The method of claim 1 , wherein the set of events is received from the aggregator agent when a threshold associated with the relevant contextual information has been met.