Abstract
News editors obtained the following quote from the background information suppli ed by the inventors: “Several businesses need to provide support to its customer s, which is provided by a customer service center (also known as a “call center” ) operated by or on behalf of the businesses. Customers of a business place a ca ll to or initiate a chat with the call center of the business, where customer se rvice agents address and resolve customer issues, to address the customer’s quer ies, requests, issues and the like. The agent uses a computerized management sys tem used for managing and processing interactions or conversations (e.g., calls, chats and the like) between the agent and the customer. The agent is expected t o understand the customer’s issues, provide appropriate resolution, and achieve customer satisfaction.
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