Is a
Patent attributes
Patent Applicant
Patent Jurisdiction
Patent Number
Date of Patent
November 13, 2018
Patent Application Number
14629481
Date Filed
February 23, 2015
Patent Citations Received
Patent Primary Examiner
Patent abstract
A system and method for proactively making knowledge offers. A processor is configured to gather information on interactions by a user with resources provided by an enterprise having a customer contact center. The processor anticipates need of the user based on the gathered information, and generates a query based on the anticipated need. Prior to the user expressly requesting knowledge relating to a particular topic, the processor proactively identifies and suggests the knowledge to the user based on the generated query. The processor receives feedback relating to the suggested knowledge and outputs based on the feedback, a relevance score for the suggested knowledge.
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