CPC G06Q 30/016 (2013.01) [G10L 13/00 (2013.01); G10L 15/22 (2013.01); G10L 15/26 (2013.01); H04L 43/08 (2013.01)] | 20 Claims |
1. A system, comprising:
an agent communication device;
a network interface;
a data storage comprising a number of records of previously identified knowledge units; and
at least one processor comprising a memory, the at least one processor:
monitors an interaction between the agent communication device and a customer communication device, via the network interface to a network;
upon determining a question is present in the interaction, selects a knowledge unit from a plurality of knowledge units maintained in the data storage and wherein the selected knowledge unit comprises a best matching knowledge unit to one or more words of the question from the plurality of knowledge units;
accesses, from the data storage, a prior interaction portion, that occurred before the interaction, during a past interaction comprising the selected knowledge unit; and
cause the agent communication device to present the prior interaction portion.
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