Method and system for virtual agent session monitoring and barge-in
US8279779B2 · kind B2 · utility
33Cited by
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20Claims
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Key dates
| Filing date | Dec 10, 2009 |
| Grant date | Oct 2, 2012 |
| Priority date | — |
| Expiry date | Oct 22, 2030 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L41/5009
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
An approach is provided for virtual agent session monitoring and barge-in. A platform monitors content of a communication session between a virtual agent and a user and determines whether the content satisfies a pre-defined rule. Further, the platform selectively initiates a barge-in of the communication session by a live agent based on the determination.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.