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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
First Claim
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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.

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