AI System for Contact Center User Intent Detection and Knowledge Retrieval
Summary
USPTO published patent application US20260101003A1 assigned to Zoom Communications, Inc. The application discloses systems and methods for providing AI assistance in contact centers. The system establishes communication sessions between contact center devices and client devices, accesses communication data during sessions, detects user intent based on communication data, retrieves knowledge data from a knowledge base based on the detected intent, and generates suggested responses using a generative AI model for delivery to contact center agents during active communication sessions.
What changed
USPTO published patent application US20260101003A1 for Zoom Communications' AI system designed to assist contact center agents. The system uses generative AI models to detect user intent from communication data during active sessions and retrieves relevant knowledge from a knowledge base to generate suggested responses for agents in real-time.\n\nTechnology companies developing contact center solutions, customer relationship management systems, or AI-powered communication platforms should review this application for competitive intelligence purposes. The patent claims cover specific methods for intent detection and knowledge retrieval that may influence future product development strategies. No compliance obligations or deadlines are imposed by this publication.
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- Monitor for patent grant or examiner action
- Review claims for competitive intelligence
- Monitor related patent publications in AI contact center technology
Archived snapshot
Apr 12, 2026GovPing captured this document from the original source. If the source has since changed or been removed, this is the text as it existed at that time.
ARTIFICIAL INTELLIGENCE ASSISTANCE FOR CONTACT CENTERS
Application US20260101003A1 Kind: A1 Apr 09, 2026
Assignee
Zoom Communications, Inc.
Inventors
David Robert DeLorimier, Kwang Ok, Xue Zhao
Abstract
Systems and methods for providing AI assistance for a contact center are provided. A communication platform establishes a communication session between a contact center device and a client device. The communication platform accesses communication data associated with the contact center device and the client device during the communication session. The communication platform detects an intent of a user associated with the client device based on a set of communication data. The communication platform retrieves knowledge data from a knowledge base based on the intent. The communication platform generates a suggested response to the user based on the knowledge data using a generative model. The communication platform provides the suggested response to the contact center device during the communication session.
CPC Classifications
H04M 3/5175 G06Q 10/06393 H04M 2203/401 H04M 2203/558
Filing Date
2025-04-25
Application No.
19190310
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