System and method for live and virtual support interaction
US10951761B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 10, 2018 |
| Grant date | Mar 16, 2021 |
| Priority date | — |
| Expiry date | May 22, 2039 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L25/48
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Disclosed herein is a computer-implemented method and related system for operating a virtual computer assistant (VCA) system of a service provider system. The method includes activating a switch to connect a communication link of the system from a human assistant (HA) to a customer and conveying first communications over the communication link to the customer from the HA. The method automatically detects a switching event according to a switching rule stored in a switch rules database stored in a memory of the system while the communication link to the HA is active. The method activates the switch to connect the communication link from the customer to a VCA after the conveying of the first communications, and then conveys second communications over the communication link to the customer from the VCA.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.