Management system for a contact centre

Details Management system for a contact centre Management system for a contact centre

G - Physics

06

F

G06F 15/18 (2006.01) G06F 17/30 (2006.01) G06N 5/02 (2006.01) G06Q 10/00 (2006.01)

Patent

CA 2434071

An application management system, including a learning robot/learning agent adapted to generate control data (eg automation script) by monitoring interactions (404,406) between a customer service application (CSA) and a user of the application and an execution robot for sending application data to the application on the basis of the control data, is described. A contact centre management system whose components are configurable by a contact centre administrator is also described. A relationship management system that manages a relationship between a business requiring a contact centre and a customer service representative broker is also described.

L'invention concerne un système de gestion d'application comprenant un robot d'apprentissage/agent d'apprentissage conçu pour générer des données de commande (p. ex. script d'automatisation) par une surveillance des interactions (404,406) entre une application de service client (CSA : customer service application) et l'utilisateur de l'application, ainsi qu'un robot d'exécution qui envoie les données d'application à l'application conformément aux données de commande. L'invention concerne également un système de gestion de centre d'appels dont les composants peuvent être configurés par un administrateur de centre d'appels, ainsi qu'un système de gestion de relations qui gère les relations entre une entreprise nécessitant un centre d'appels et un courtier qui représente le service clients.

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