System and method for serving multiple customers by a live agent
US12022026B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 18, 2022 |
| Grant date | Jun 25, 2024 |
| Priority date | — |
| Expiry date | Apr 4, 2042 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/357
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method for allowing a single live customer service agent to simultaneously serve multiple customers. According to various embodiments, a virtual agent operates at the front end to receive and attempt to handle customer issues. The virtual agent employs speech recognition and intent mapping in order to generate a proposed response that attempts to identify and resolve customer issues. In some scenarios, the proposed response includes both a response message and a response action to be taken. A chat history and the proposed response is then provided to the live agent. The live agent reviews the information provided, and determines whether the proposed response is appropriate. The live agent then approves the response or revises or replaces the response. The final response is sent back to the virtual agent for processing and providing to the customer.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.