Intelligent automated agent for a contact center

This invention describes a computer system for customer service centers that uses an intelligent automated agent. This agent has an artificial intelligence program that learns about a customer from their past interactions, storing this information in a customer profile. When a customer contacts the center again, the agent retrieves this profile to understand how best to help, and then updates the profile with details from the new interaction, continuously improving its knowledge over time.

Why it matters: Filed before the widespread adoption of advanced deep learning and Large Language Models. The ability of modern AI to learn complex knowledge from unstructured interaction data and apply it contextually makes the "intelligent automated agent" far more capable and practical now than in 2013.

Status: AbandonedThe application was dropped before it was granted
How hard to build: SpecializedHeavy software system, AI engine

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