A communication center has a system for managing agent-hosted sessions including
systems for storing queries and responses to queries in sessions in associated
pairs, and for comparing newly-arriving queries with stored query-response pairs.
In the event of a match or near match, stored responses to oft-repeated queries
are provided to agents for use, relieving agents of the tasks of responding manually
to often-repeated queries. Parsing and sentence structure tools are used, and in
some cases aid stations with knowledge workers are provided to allow editing and
extra help for agents.
