Nuance Communications, Inc.
Intelligent Call Center Agent Assistant

Abstract:

A system for processing user requests provides for recommending products or services for an agent to offer a customer or potential customer. The system classifies a user request by an intent, and presents documentation to assist the agent in handling the request. The system further parses the user request to detect life events experienced by the user that may raise the prospect of the user's interest in other products or services. Based on the detected life events, a number of offers are presented to an agent for recommendation to the user.