METHODS AND APPARATUS FOR USE IN COMPUTER-TO-HUMAN ESCALATION
First Claim
1. A method performed by an automated service agent, comprising:
- receiving a first textual message containing a first query from a first client associated with a user;
initiating a case record responsive to the first textual message;
determining a response to the first textual message;
providing the response to the first client;
receiving a second textual message containing a second query from the first client;
determining transferring the case record to a live agent if the second query substantially matches the first query; and
transferring the case record to the live agent responsive to said determination.
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Accused Products
Abstract
A system and method are provided for escalating a user or customer to a live agent from a conversational agent when predetermined criteria are met. The conversational agent textually converses in so-called natural language interaction and can run on a computer, such as a server. Upon receiving a first query, the conversational agent creates a new case, and interacts with the customer, in an attempt to resolve the case and satisfy the user. The predetermined criteria for escalation may include a determination that the conversational agent is unable to satisfy a computer-to-computer information request. Alternatively, the predetermined criteria may include patterns and/or words associated with frustration, for example, and/or unrecognized query subject matter, high priority queries, for example to increase sales, etc.
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Citations
20 Claims
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1. A method performed by an automated service agent, comprising:
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receiving a first textual message containing a first query from a first client associated with a user; initiating a case record responsive to the first textual message; determining a response to the first textual message; providing the response to the first client; receiving a second textual message containing a second query from the first client; determining transferring the case record to a live agent if the second query substantially matches the first query; and transferring the case record to the live agent responsive to said determination. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A conversational agent having stored thereon computer instructions, that when executed, perform a method, comprising:
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receiving a first textual message containing a first query from a user; determining a response to the first query by evaluating a similarity between the first query contained in the first textual message and one or more queries stored in a database; providing a response associated with the most similar query stored in the database to the user; receiving a second textual message containing a second query;
determining escalating the user to a live agent if the second query substantially matches the first query; andescalating the user to the live agent upon said determination.
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20. A system comprising:
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a first module associated with the system, receiving a first textual message containing a first query from a customer engaged in a conversation with a conversational agent; a second module associated with the system, storing predetermined responses for answering the first query contained in the first textual message received from the customer; a third module associated with the system, determining automatically transferring the customer from the conversational agent to a live agent responsive to receiving a subsequent textual message containing a second query that substantially matches the first query from the customer.
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Specification