'RULES-BASED MULTIMEDIA CUSTOMER/ENTERPRISE INTERACTION-NETWORK OPERATING-SYSTEM'

摘要

An operating system for managing transactions between transaction partners, including customers, business partners, agents, and knowledge workers, in a multimedia communication center, comprising; an external media layer for managing media contact between the customers and business partners and the communication center; a workflow layer for processing transactions and routing media events between the transaction partners; an internal media layer for managing media contact with the agents and knowledge workers; and a knowledge base for storing extracted knowledge from transactions and relationships between transactions; wherein the workflow layer captures each transaction as a multimedia file, prepares and stores a text version of at least a portion of the transaction, associates the text version with the transaction, mines the text versions for knowledge, which is stored in the knowledge base, and uses the extracted knowledge at least for routing media events between transaction partners.