Marco Palmonari from Chicago, IL

Automated Multi-Grammar Language Processing System To Optimize Request Handling In Contact Centers
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US Patent:

20150331853, Nov 19, 2015
Filed:

May 15, 2014
Appl. No.:

14/278531
Inventors:

Marco Palmonari - Chicago IL, US
Franco Fradiani - San Felice Circeo (Latina), IT
International Classification:

G06F 17/28
G06Q 30/00
Abstract:

An automated multi-grammar language processing system provides optimized request handling in contact centers. It enables a contact center to receive and analyze requests from users in the form of text messages, such as sms, email, instant messages, voice messages converted to text, etc., and to understand in real time if the request is to be managed by an automated system or queued for processing by a human operator.

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Marco Palmonari