System initiated dialog adjustment
First Claim
1. A system, comprising:
- a network connection;
a processor to;
access a communication between a customer of a contact center and an automated agent of the contact center and wherein the communication is associated with a work item of the contact center, and wherein the communication comprises a plurality of messages utilizing a text communication channel;
provide, as a component of the communication, at least one of the plurality of messages as a query message selected to obtain an expected response message from the customer that addresses at least a portion of the work item;
determine that progress is not being made upon determining that at least one of the plurality of messages is a received response message comprising an out of context message;
upon determining that the communication is not progressing towards resolution of the work item, initiating an alternative communication comprising at least one of an alternative agent or an alternative communication channel; and
wherein the at least one of the plurality of messages comprises a query to solicit an expected response message from the customer to answer the query and the processor determines that progress is not being made based upon the received response message failing to provide an answer to the query.
14 Assignments
0 Petitions
Accused Products
Abstract
Text-based automated customer service agents provide an attractive contact center interaction for may customer-agent communications. However, the “say anything” nature of text may result in additional problems not encountered in prompted interactions. A single misunderstanding or error may cause an automated communication to fail, however, by providing micro-tasks to a human agent, an automated communication may be maintained longer with benefit of a human agent'"'"'s input. A lack of progress towards completion of a work item may cause the communication to be routed to a human agent and/or a different channel (e.g., voice, email, etc.). Accordingly, a micro-task or an opt-out operation may be provided to maintain the communication with an automated agent for as long as possible but yet provide improved customer service when necessary.
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Citations
18 Claims
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1. A system, comprising:
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a network connection; a processor to; access a communication between a customer of a contact center and an automated agent of the contact center and wherein the communication is associated with a work item of the contact center, and wherein the communication comprises a plurality of messages utilizing a text communication channel; provide, as a component of the communication, at least one of the plurality of messages as a query message selected to obtain an expected response message from the customer that addresses at least a portion of the work item; determine that progress is not being made upon determining that at least one of the plurality of messages is a received response message comprising an out of context message; upon determining that the communication is not progressing towards resolution of the work item, initiating an alternative communication comprising at least one of an alternative agent or an alternative communication channel; and wherein the at least one of the plurality of messages comprises a query to solicit an expected response message from the customer to answer the query and the processor determines that progress is not being made based upon the received response message failing to provide an answer to the query. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system, comprising:
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a network connection; a processor to; access a first communication between a customer of a contact center and an automated agent of the contact center and wherein the first communication is associated with a work item of the contact center, and wherein the first communication comprises a plurality of messages utilizing a text communication channel; receiving a response message, of the plurality of messages, from the customer; in response to determining that the response message comprises a nonsensical response, initiating a branch communication comprising presenting at least one of the plurality of messages to a human agent, receiving a response from the human agent, and processing the response from the human agent as the response message from the customer; receiving a subsequent response message, of the plurality of messages, from the customer; and in response to determining that the subsequent response message comprises a subsequent nonsensical response, initiating a subsequent branch communication comprising presenting at least one of the plurality of messages to a subsequent human agent, receiving a subsequent response from the human agent, and processing the subsequent response from the human agent as the subsequent response message from the customer. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17)
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18. A system, comprising:
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a network connection; a processor to; access a first communication between a customer of a contact center and an automated agent of the contact center and wherein the first communication is associated with a work item of the contact center, and wherein the automated communication comprises a plurality of messages utilizing a text communication channel; providing, as a component of the plurality of messages, a query message selected to obtain an expected response message from a customer that addresses at least a portion of the work item; receiving a response message, in response to the query message, from the customer; in response to determining that the received response message comprises an intent to opt-out of the first communication and initiate a subsequent interaction, selecting an opt-out mode, transferring the work item to a second communication between the customer and a second agent, and terminating the first communication; receiving a subsequent response message, of the plurality of messages, from the customer; and in response to determining that the subsequent response message comprises a subsequent nonsensical response, initiating a subsequent branch communication comprising presenting at least one of the plurality of messages to a human agent, receiving a subsequent response from the human agent, and processing the subsequent response from the human agent as the subsequent response message from the customer.
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Specification