Artificial intelligence (“AI”) integration with live chat
US10999434B1 · kind B1 · utility
11Cited by
5References
16Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jun 2, 2020 |
| Grant date | May 4, 2021 |
| Priority date | — |
| Expiry date | Jun 2, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/558
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
When a caller initiates an interaction with an interactive voice response (“IVR”) system, the caller may be transferred to a live agent. Apparatus and methods are provided for integrating automated tools into the interaction after the caller been transferred to the agent. The agent may determine which AI responses are appropriate for the caller. AI may be leveraged to suggest responses for both caller and agent while they are interacting with each other. Such human-computer interaction may shorten response time of human agents and improve efficiency of IVR systems.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.