METHOD AND SYSTEM FOR VIRTUAL AGENT SESSION MONITORING AND BARGE-IN
First Claim
Patent Images
1. A method comprising:
- monitoring content of a communication session between a virtual agent and a user;
determining whether the content satisfies a pre-defined rule; and
selectively initiating a barge-in of the communication session by a live agent based on the determination.
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Accused Products
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.
65 Citations
20 Claims
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1. A method comprising:
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monitoring content of a communication session between a virtual agent and a user; determining whether the content satisfies a pre-defined rule; and selectively initiating a barge-in of the communication session by a live agent based on the determination. - View Dependent Claims (2, 3, 4, 5, 6)
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7. An apparatus comprising:
a processor configured to monitor content of a communication session between a virtual agent and a user, to determine whether the content satisfies a pre-defined rule, and to selectively initiate a barge-in of the communication session by a live agent based on the determination. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A system comprising:
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a chat interface configured to establish a chat communication session between a virtual agent and a chat application associated with a user; a monitoring module configured to monitor content of the communication session; a rules module configured to retrieve a pre-defined rule to determine whether the content satisfies the pre-defined rule; and a barge-in module configured to selectively initiate a barge-in of the communication session by a live agent based on the determination. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20)
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Specification