Virtual assistance for chat agents
US10218651B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 20, 2015 |
| Grant date | Feb 26, 2019 |
| Priority date | — |
| Expiry date | Oct 15, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L67/535
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
Embodiments of the present invention employ a virtual assistant for use by a live agent during a session while traditional virtual assistant applications interact directly with the customer contact. According to one embodiment, the virtual assistant content can be displayed to the live agent alongside the chat window, for example in a side-by-side layout. Buttons and/or shortcut keys can also be provided which would allow the agent to “promote” the virtual assistant response to the chat session. In such cases, the virtual assistant answer or response can be moved to the chat panel and be sent to the customer. This approach can leverage the virtual assistant to make live agents more efficient by providing answers to questions that keep the live agent from having to look them up or even type the answer at all. This approach can also provide a more consistent service experience between customers and between sessions.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.