Handing off customer-support conversations between a human agent and a bot without requiring code changes
US11146512B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | May 12, 2020 |
| Grant date | Oct 12, 2021 |
| Priority date | — |
| Expiry date | May 12, 2040 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/016
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
The disclosed embodiments relate to a system that passes control of a customer-support conversation among integrations, which are responsible for responding to a customer during the customer-support conversation. During operation, the system receives a message from a source integration, which is presently responsible for responding to the customer during the customer-support conversation, wherein the message includes a pass-control command that passes control of the customer-support conversation to a target integration. In response to the pass-control command, the system passes control of the customer-support conversation from the source integration to the target integration, so that the target integration becomes responsible for responding to the customer during the customer-support conversation.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.