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1. (WO2018044736) SYSTEM AND METHOD FOR ANTICIPATING USER INTERACTION IN A CUSTOMER CONTACT CENTER

Pub. No.:    WO/2018/044736    International Application No.:    PCT/US2017/048734
Publication Date: Fri Mar 09 00:59:59 CET 2018 International Filing Date: Sat Aug 26 01:59:59 CEST 2017
IPC: G06Q 30/02
G06Q 50/30
H04L 12/725
Applicants: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
Inventors: EISNER, Josef Eric
BEILIS, David
RISTOCK, Herbert Willi Artur
Title: SYSTEM AND METHOD FOR ANTICIPATING USER INTERACTION IN A CUSTOMER CONTACT CENTER
Abstract:
A method for preloading a user interface, the method comprising: anticipating, by a processor, an interaction with a customer of a customer contact center; creating, by the processor, an agent desktop session based on this anticipation; storing, by the processor, the agent desktop session in association with information for the customer; detecting, by the processor, an interaction with the customer; identifying, by the processor, an agent of the customer contact center for routing the interaction to the agent; and launching, by the processor, the agent desktop session on an agent device of the identified agent.