VIRTUAL AGENT PROXY IN A REAL-TIME CHAT SERVICE

• US 20160099892A1
• Filed: 10/02/2014
• Published: 04/07/2016
• Est. Priority Date: 10/02/2014
• Status: Active Grant

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle International Corporation (Oracle Corporation)
• Inventors: Palakovich, James, Eigeman, Jeffry, McDaniel, Charles Edward Jr., Maringas, Michael, Chodavarapu, Sridhar
• Granted Patent: US 9,559,993 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04L 12/1827 Network arrangements for conference optimisation or adaptation
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]

Abstract

Techniques are disclosed for implementing real-time chat systems including virtual agents as chat participants, and more specifically, to the use of a virtual agent proxy in a real-time chat service. Certain techniques are disclosed that allow for seamless chat transitions between virtual agents and live agents. A chat server may include a virtual agent (VA) proxy module. The VA proxy module intercepts messages received at the chat server from end users, forwards them to virtual agents, and posts responses from the virtual agents back to be displayed to the corresponding end users. The VA proxy module thereby loosely couples virtual agents to the chat server, allowing the virtual agents to participate in chats just as live agents do. The chat server may determine that chat escalations and de-escalations are to occur, and can provide a full transcript of the chat to new chat participants.

Claims

1. A method comprising:

receiving, at a chat server executing at a computing device, a first message for a chat from a client device of an end user, wherein the chat involves a plurality of chat participants comprising the end user and a virtual agent;

updating, by the chat server, a chat log based upon the first message;

sending, by the chat server, the first message to the virtual agent via a virtual agent proxy;

receiving, at the chat server, a second message via the virtual agent proxy that was originated by the virtual agent in response to the first message;

updating, by the chat server, the chat log based upon the second message;

sending, by the chat server, the second message to the client device;

determining, by the chat server, that the chat is to be escalated from the virtual agent to a live agent; and

causing a full transcript of the chat log to be transmitted to a second client device utilized by the live agent, wherein the full transcript includes the first message and the second message.

2. The method of claim 1, wherein said determining that the chat is to be escalated comprises identifying an escalation indicator generated by the virtual agent.

3. The method of claim 2, wherein said escalation indicator is a part of the second message.

4. The method of claim 1, wherein said determining that the chat is to be escalated comprises receiving, from the second client device, a request from the live agent to join the chat.

5. The method of claim 1, further comprising:

removing, by the chat server, the virtual agent from the chat; and

adding, by the chat server, the live agent to the chat.

6. The method of claim 1, wherein said determining that the chat is to be escalated comprises:

receiving, at the chat server, a plurality of end user messages for the chat from the client device of the end user; and

determining that two or more of the plurality of end user messages have a same intent.

7. The method of claim 1, wherein:

said determining that the chat is to be escalated comprises determining that a text of the first message satisfies one or more escalation rules provided by a merchant; and

the end user participates in the chat via a chat user interface module displayed over or within a web page of the merchant.

8. The method of claim 1, further comprising:

determining, by the chat server, that the chat is to be de-escalated from the live agent to the virtual agent;

removing, by the chat server, the live agent from the chat; and

adding, by the chat server, the virtual agent to the chat.

9. The method of claim 1, wherein said determining that the chat is to be escalated comprises:

receiving, from a second live agent, a request to monitor the chat; and

providing, to a third client device of the second live agent, the full transcript of the chat log, wherein the end user and the first live agent are not presented with any information by the chat server identifying the second live agent.

10. The method of claim 1, further comprising:

receiving, from the client device of the end user, an initialization request to create the chat;

determining, based upon the initialization request, a chat queue of a plurality of candidate chat queues for the chat; and

determining, based upon the chat queue, that an agent for the chat is the virtual agent.

11. A non-transitory computer readable storage medium storing instructions that, when executed by one or more processors of a computing device, cause the computing device to execute a chat server and perform operations comprising:

receiving, at the chat server, a first message for a chat from a client device of an end user, wherein the chat involves a plurality of chat participants comprising the end user and a virtual agent;

updating, by the chat server, a chat log based upon the first message;

sending, by the chat server, the first message to the virtual agent via a virtual agent proxy;

receiving, at the chat server, a second message via the virtual agent proxy that was originated by the virtual agent in response to the first message;

updating, by the chat server, the chat log based upon the second message;

sending, by the chat server, the second message to the client device;

determining, by the chat server, that the chat is to be escalated from the virtual agent to a live agent; and

causing a full transcript of the chat log to be transmitted to a second client device utilized by the live agent, wherein the full transcript includes the first message and the second message.

12. The non-transitory computer readable storage medium of claim 11, wherein:

said determining that the chat is to be escalated comprises identifying an escalation indicator generated by the virtual agent; and

said escalation indicator is a part of the second message.

13. The non-transitory computer readable storage medium of claim 11, wherein said determining that the chat is to be escalated comprises receiving, from the second client device, a request from the live agent to join the chat.

14. The non-transitory computer readable storage medium of claim 11, wherein said determining that the chat is to be escalated comprises:

receiving, at the chat server, a plurality of end user messages for the chat from the client device of the end user; and

determining that two or more of the plurality of end user messages have a same intent.

15. The non-transitory computer readable storage medium of claim 11, wherein:

said determining that the chat is to be escalated comprises determining that a text of the first message satisfies one or more escalation rules provided by a merchant; and

the end user participates in the chat via a chat user interface module displayed over or within a web page of the merchant.

16. The non-transitory computer readable storage medium of claim 11, wherein the operations further comprise:

determining, by the chat server, that the chat is to be de-escalated from the live agent to the virtual agent;

removing, by the chat server, the live agent from the chat; and

adding, by the chat server, the virtual agent to the chat.

17. The non-transitory computer readable storage medium of claim 11, wherein said determining that the chat is to be escalated comprises:

receiving, from a second live agent, a request to monitor the chat; and

providing, to a third client device of the second live agent, the full transcript of the chat log, wherein the end user and the first live agent are not presented with any information by the chat server identifying the second live agent.

18. The non-transitory computer readable storage medium of claim 11, wherein the operations further comprise:

receiving, from the client device of the end user, an initialization request to create the chat;

determining, based upon the initialization request, a chat queue of a plurality of candidate chat queues for the chat; and

determining, based upon the chat queue, that an agent for the chat is the virtual agent.

19. A system, comprising:

a chat server executing at a computing device and facilitating chats each involving a plurality of chat participants, the computing device comprising one or more network interfaces for transmitting and receiving messages across a communications network, wherein the chat server;

receives user messages for the chats from one or more client devices of one or more end users, wherein each of the chats includes one of the one or more end users and one of one or more virtual agents assigned to the chat;

updates chat logs based upon the received user messages;

sends the user messages to corresponding virtual agents assigned to the chats via a virtual agent proxy of the chat server;

receives virtual agent messages via the virtual agent proxy that were originated by the corresponding virtual agents in response to the corresponding user messages;

updates the chat logs based upon the virtual agent messages;

sends the virtual agent messages to the corresponding client devices;

determines whether the chats are to be escalated from the virtual agents to one or more live agents; and

causes, upon determining that the chats are to be escalated, full transcripts of the corresponding chat logs to be transmitted to corresponding client devices utilized by the corresponding live agents, wherein each of the full transcripts includes each of the received user messages of the chat and each of the received virtual agent messages of the chat.

20. The system of claim 19, wherein the chat server determines whether the chats are to be escalated by identifying an escalation indicator generated by the virtual agents within the virtual agent messages.