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Method and apparatus for auto-assisting agents in agent-hosted communications sessions

  • US 6,922,689 B2
  • Filed: 12/08/1999
  • Issued: 07/26/2005
  • Est. Priority Date: 12/01/1999
  • Status: Expired due to Term
First Claim
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1. A method for aiding a live agent in a hosted communication session wherein agents participate in and host chat room communication sessions on the Internet, comprising steps of:

  • (a) accessing an incoming queiy to an agent-hosted chat session by a comparison system;

    (b) comparing the incoming query with queries in a database having stored queries matched with stored responses; and

    (c) in the case of a match, providing the stored response to the live agent for use in responding to the incoming query.

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