US 11,715,112 B2
Automatic message generation and presentation to a communication node engaged in a communication
Thomas Moran, Galway (IE); and Gerard Carty, Kilcolgan (IE)
Assigned to Avaya Inc., Santa Clara, CA (US)
Filed by Avaya Inc., Santa Clara, CA (US)
Filed on Aug. 21, 2019, as Appl. No. 16/546,514.
Prior Publication US 2021/0056560 A1, Feb. 25, 2021
Int. Cl. G06Q 30/00 (2023.01); H04L 12/26 (2006.01); G10L 13/04 (2013.01); G10L 15/26 (2006.01); G10L 15/22 (2006.01); G06Q 30/016 (2023.01); H04L 43/08 (2022.01); G10L 13/00 (2006.01)
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
OG exemplary drawing
 
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.