Methods and apparatus for use in computer-to-human escalation

• US 7,983,411 B2
• Filed: 03/24/2005
• Issued: 07/19/2011
• Est. Priority Date: 03/26/2004
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Corporation
• Inventors: Klein, Stephen D., Macary, Damien Saint, Kay, Timothy, Norton, Gray Salmon, Huet, Francois
• Primary Examiner(s): Goins; Davetta W
• Assistant Examiner(s): ISLAM, MOHAMMAD K
• Application Number:
  US11/088,706
• Publication Number:
  US 20050213743A1
• Time in Patent Office: 2,308 Days
• Field of Search: 37926502-26601, 455/426.2
• US Class Current: 379/265.02
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04L 12/1813 for computer conferences, e.g. chat rooms instant messaging H04L51/04; protocols for multimedia communication H04L65/1101; arrangements for multi-party communication H04L65/403; telephonic conference arrangements H04M3/56; television conference systems H04N7/15
• CPC Class Codes: H04L 51/00 User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 2203/357 Autocues for dialog assistance
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

A conversational agent receives a textual user message and escalates the user to a live agent if predetermined criteria are met.

Claims

1. A machine-implemented method performed by an automated service agent for providing an answer to a query, comprising:

receiving electronic data that represents a first textual message from a first client over a network, the first textual message containing a first query entered by a user via a user interface provided by the first client;

initiating a case record in response to receiving the first textual message;

initiating a session between the first client and an automated service agent;

retrieving a list of related queries stored in a database, each related query associated with a response;

determining a response to the first textual message by evaluating a similarity between the first query contained in the first textual message and each of the related queries retrieved from the database;

providing electronic data over the network that represents a response to the first query, the response being associated with a related query most similar to the first query contained in the first textual message;

receiving electronic data from the first client during the session that represents a second textual message after the response to the first textual message has been provided, the second textual message containing a second query entered by the user via the user interface provided by the first client;

determining transferring the case record to a live agent if the second query substantially matches the first query;

categorizing the case record into one of a plurality of predetermined categories responsive to said determination;

generating a queue associated with the one of the plurality of predetermined categories;

placing the case record into the queue associated with the one of the plurality of predetermined categories; and

automatically transferring the case record to the live agent.

2. The method according to claim 1, wherein providing a response comprises providing conversational responses to the user.

3. The method according to claim 1, wherein transferring the case record includes offering the user communication with a live agent.

4. The method according to claim 3, wherein the offer of communication includes one or more of telephone, instant messaging, and Internet chat.

5. The method according to claim 4, wherein the offer of communication includes a request for contact information for the user.

6. The method according to claim 4, wherein the offer of communication includes providing contact information for the live agent.

7. The method according to claim 1, wherein transferring the case record includes generating a communication for a live agent indicating that the live agent should contact the user.

8. The method according to claim 7, wherein transferring the case record includes providing an indication to the user, via the first client, that the live agent will contact the user at a given telephone number.

9. The method according to claim 1, further including storing the case record.

10. The method according to claim 1, further including sending a communication addressed to a call center indicating that the case record has been transferred.

11. The method according to claim 1, further including requesting queue information associated with the queue for the one of the plurality of predetermined categories.

12. The method according to claim 11, wherein the queue information includes an estimated wait time for the live agent.

13. A system for responding to customer queries comprising:

a first module to receive textual messages from a customer engaged in a conversation with a conversational agent, wherein at least one of the textual messages contains a first query;

a second module to store predetermined responses for answering a query contained in a textual message received from a customer;

a third module to determine automatically transferring the customer from the conversational agent to a live agent based upon receiving a subsequent textual message from the customer during the conversation that contains a second query that substantially matches the first query, the third module categorizing the customer into one of a plurality of predetermined categories responsive to said determination and placing the customer into a queue associated with the one of the plurality of predetermined categories; and

a fourth module to record the received textual messages and the predetermined responses sent to the customer.

14. The system according to claim 13, wherein the third module is further adapted to send a communication to a call center indicating that the customer has been escalated to the live agent.

15. A conversational agent having computer instructions stored thereon that when executed perform a method, comprising:

receiving a first textual message from a user, the first textual message containing a first query;

upon receiving the first textual message, initiating a session between the user and the conversational agent including a case record;

determining a response to the first textual message by evaluating a degree of similarity between the first query contained in the first textual message and a plurality of queries stored in a database, each of said stored queries having a response associated therewith, wherein a response is selected on the basis of one of the queries stored in the database having a high degree of similarity with the first textual message;

providing the response to the user;

receiving a second textual message from the user during the session, the second textual message received after the response being provided to the user; and

determining transferring the case record to a live agent if the second textual message containing words that have been predefined as expressing frustration with the conversational agent;

categorizing the case record into one of a plurality of predetermined categories responsive to said determination;

placing the case record into a queue associated with the one of the plurality of predetermined categories; and

automatically transferring the case record to the live agent.

16. The method according to claim 15, wherein providing a response comprises providing conversational responses to the user.

17. The method according to claim 15, wherein transferring the case record includes offering the user communication with a live agent.