公开(公告)号：US10127321B2

公开(公告)日：2018-11-13

申请号：US14629481

申请日：2015-02-23

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Bharath Aravamudhan ,  Conor McGann ,  Anand Pai Krishnanand Nitin ,  Bohdan Klepar ,  Andriy V. Ryabchun ,  Gordon Bell ,  Francisco Gutierrez ,  Josef Eric Eisner ,  Nikolay I. Korolev ,  Herbert Willi Artur Ristock ,  Stanislav Lypachanskyy

IPC: G06F17/30

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.