System and method for managing a dialog between a contact center system and a user thereof
US11245793B2 · kind B2 · utility
Inventors
Key dates
| Filing date | Nov 16, 2020 |
| Grant date | Feb 8, 2022 |
| Priority date | — |
| Expiry date | Nov 16, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5237
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A computer-implemented method for managing a dialog between a contact center system and a user thereof, comprising the steps of: hosting a dialog over a communication channel between an automated dialog engine of said contact center and said user thereof, said dialog comprising messages sent between said automated dialog engine and said user in both directions; said automated dialog engine receiving input messages from said user, and determining response messages in response to said inputs; detecting from said messages of said dialog a trigger event matching a rule; in response to detection of said trigger event: providing said agent station with a summary of said dialog; and providing control of said automated dialog engine to said agent station.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.