Partial automation of text chat conversations
US11258902B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Sep 25, 2019 |
| Grant date | Feb 22, 2022 |
| Priority date | — |
| Expiry date | Mar 26, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/404
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
To allow the human customer service agents to specialize in the instances where human service is preferred, but to scale to the volume of large call centers, systems and methods are provided in which human agents and intelligent virtual assistants (IVAs) co-handle a conversation with a customer. IVAs handle simple or moderate tasks, and human agents are used for those tasks that require or would benefit from human compassion or special handling. Instead of starting the conversation with an IVA and then escalating or passing control of the conversation to a human to complete, the IVAs and human agents work together on a conversation.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.