System and method for analytics with automated whisper mode
US10367942B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 4, 2018 |
| Grant date | Jul 30, 2019 |
| Priority date | — |
| Expiry date | Oct 4, 2038 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M7/1295
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A service session is facilitated via a packet switched network; in the service session, user equipment participates in an interactive communication exchange with an agent via a first interaction mode, and the interactive communication exchange is based on a user inquiry. The interactive communication exchange is monitored and a determination is made that a consultation service would facilitate resolution of the user inquiry. A service resource is associated with the service session responsive to determining that the consultation service would facilitate the resolution; the service resource provides consultation to the agent via a second interaction mode without exposing the consultation to the user equipment. The consultation elevates an experience level employed in the first service session towards resolution of the user inquiry.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.