System and method for intelligent service agent using VoIP
US7711103B2 · kind B2 · utility
Inventors
Key dates
| Filing date | Apr 24, 2006 |
| Grant date | May 4, 2010 |
| Priority date | — |
| Expiry date | Mar 4, 2029 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/42221
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system for forming a communication link between a first communications device and a second communications device includes a server configured to receive a call request from the first communications device. A virtual agent operating on the server is configured to (a) initiate a first outbound call to the first communications device in response to receiving the call request; (b) initiate a second outbound call to the second communications device; (c) form a first communications channel between the virtual agent and the first communications device; (d) form a second communications channel between the virtual agent and the second communications device; and (e) link the first communications channel to the second communications channel. An NLP engine and/or a learning engine are connected to the virtual agent. A method for forming a communication link between the first communications device and the second communications device utilizing the system is also disclosed.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.