Trigger-based transfer of conversations from a chatbot to a human agent
US12231380B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 11, 2023 |
| Grant date | Feb 18, 2025 |
| Priority date | — |
| Expiry date | Oct 11, 2043 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F40/30
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Techniques for triggering a transfer of a chat conversation with a user from a chatbot to a human agent based on detection of transfer criteria are disclosed. The chatbot uses natural language processing and a generative model to collect and organize information from the chat conversation to present to the human agent in a report when the chat conversation is transferred to the human agent. The chat conversation is transferred to the human agent by presenting the report and a graphical chat interface to the human agent. The graphical chat interface displays messages from chat conversation between the human agent and the user and displays messages from chat conversations between the human agent and multiple other users. Transferring the chat conversation from the chatbot to the human agent includes presenting interface elements to the human agent for receiving user input from the human agent for transmission to the user.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.