Assistant redirection for customer service agent processing
US9723149B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 21, 2015 |
| Grant date | Aug 1, 2017 |
| Priority date | — |
| Expiry date | Aug 21, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5233
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and device for automatic digital customer service agent processing to automatically redirect to a correct channel for assistance. A method includes obtaining communication information based on customer communication iterations. Customer emotion information and customer situation context information is detected based on customer information obtained from one or more devices. Redirection option information is retrieved for a condition corresponding to the customer situation context information from an assistant-redirection knowledge base. The customer situation context information, the communication information, the customer emotion information and the redirection option information are used to determine and to provide a redirection suggestion with a justification, or an answer response.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.