Artificial intelligence assistance for customer service representatives
US12132863B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | May 10, 2023 |
| Grant date | Oct 29, 2024 |
| Priority date | — |
| Expiry date | May 10, 2043 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/6009
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method comprises receiving, by an artificial intelligence (AI) assistant, an input via a communication session between a customer device and a customer service representative device, wherein the AI assistant is trained using machine learning on a database containing previously-received inputs, previously-delivered outputs, and the previous results of previously-delivered outputs; processing, by the AI assistant, the input; determining, by the AI assistant, an output based on the processing of the input, wherein the output includes one of a suggested statement, change in tone, or correction for the customer service representative; and sending, by the AI assistant, an indication of the output to the customer service representative device.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.