Systems and methods for customer service agent-guided chat session digital assistant
US11122165B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | May 29, 2020 |
| Grant date | Sep 14, 2021 |
| Priority date | — |
| Expiry date | May 29, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/551
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method, device, and computer-readable medium provide for receiving, via a chatbot access channel, a chat message from a user device associated with a customer chat session; determining that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generating one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and approved by a service agent; presenting, via a display, a transcript of a messaging sequence for the customer chat session concurrently with a user interface that enables the service agent to perform an action with respect to the one or more suggested response messages; and sending, via the chatbot access channel, a selected one of the one or more suggested response messages to the user device.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.