SYSTEMS AND METHODS FOR ADAPTIVE COMPUTER-ASSISTANCE PROMPTS

In some implementations, an agent-assistance platform may receive a first call stream. The agent-assistance platform may identify a first topic of the first call stream. The agent-assistance platform may output, using a recommendation model, one or more recommendations associated with the first topi...

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Bibliographic Details
Main Authors SHANMUGAM, Sankar, CHAKRADEO, Amol, KANIGANTI, Srinivasa, SINGA RAMALINGAM, RajeshKhanna
Format Patent
LanguageEnglish
Published 11.07.2024
Subjects
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
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Summary:In some implementations, an agent-assistance platform may receive a first call stream. The agent-assistance platform may identify a first topic of the first call stream. The agent-assistance platform may output, using a recommendation model, one or more recommendations associated with the first topic of the first call stream. The agent-assistance platform may determine whether a recommendation, of the one or more recommendations, is selected for inclusion in the first call stream. The agent-assistance platform may update the recommendation model with information indicating whether the recommendation is selected for inclusion in the first call stream. The agent-assistance platform may receive a second call stream. The agent-assistance platform may identify a second topic of the second call stream, the first topic being the same as the second topic. The agent-assistance platform may selectively output, using the updated recommendation model, the recommendation for the second call stream.
Bibliography:Application Number: US202318151090