Systems for transitioning telephony-based and in-person servicing interactions to and from an artificial intelligence (AI) chat session
US10630840B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | May 22, 2019 |
| Grant date | Apr 21, 2020 |
| Priority date | — |
| Expiry date | May 22, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/40
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A system for transitioning a telephony or in-person servicing to an artificial intelligence (AI) chat session is disclosed. The system may receive a phone call from a user device associated with a user, and transmit a voice request for personally identifiable information associated with the user. The system may also receive and authenticate the requested personally identifiable information and, in response, generate an authentication token. The system may further receive a servicing intent from the user device, and generate a corresponding servicing intent token. Also, the system may generate an API call to an AI chatbot model, transmit the authentication token and the servicing intent token to the AI chatbot model, and map the servicing intent token to a stored servicing intent. Finally, the system may transmit a message to the user device via the AI chat session.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.