Abstract
News editors obtained the following quote from the background information suppli ed by the inventors:“A customer service contact center is a facility configured to handle incoming messages from customers orpotential customers of a business or organization. One function of the contact center is to handle customerservi ce inquiries, such as complaints, focused on one or more services provided by th e business. Althoughmany customer service inquiries can be handled through onli ne interactions (e.g., via websites, email, ormobile applications), for some bu sinesses a contact center may be regarded as necessary. A contact centermay inc lude one or more message analysis systems and one or more agent desktop systems used by anumber of human agents that are representatives of the organization.
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