System and method for managing and transitioning automated chat conversations
US10038787B2 · kind B2 · utility
Inventors
Key dates
| Filing date | May 6, 2016 |
| Grant date | Jul 31, 2018 |
| Priority date | — |
| Expiry date | May 6, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M7/0045
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a request for interaction from an end user operating an end user device; receive information from the end user device regarding the interaction; select a first automated chat profile based on the information regarding the interaction; route the request to an automated chat resource associated with the first automated chat profile; monitor a chat communication session between the end user device and the automated chat resource; detect a trigger event during the monitoring of the chat communication; and transition the chat communication session to a contact center resource other than the automated chat resource in response to the detected trigger event.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.