Command and control of a robot by a contact center with third-party monitoring
First Claim
1. A robot, comprising:
- a network interface; and
a microprocessor;
the robot being configurable to perform a customer service task comprising performance of an operation;
the microprocessor operates the robot in a first mode comprising one of an unmonitored mode or a monitored mode;
the microprocessor communicates data comprising at least one operational parameter to a third party via the network interface;
the microprocessor, upon receiving a signal via the network interface indicating the third party is receiving the data, operates the robot in the monitored mode; and
the microprocessor, upon an absence to receive the signal indicating the third-party is receiving the data, operates the robot in the unmonitored mode; and
wherein the robot is performance-curtailed for the performance of the operation while in the unmonitored mode and wherein the robot is performance-uncurtailed for the performance of the operation while the robot is in the monitored mode.
14 Assignments
0 Petitions
Accused Products
Abstract
Acceptance of robotic service agents may be improved if robots are compliant with a monitoring program of a third party. A robot may be allowed to perform certain operations if monitored or prevented from such operations if unmonitored. If authorized, a robot may be able to perform certain operations unmonitored; however, the third party may report the authorized exception. Should the robot be unmonitored, and absent unauthorized exception, the robot performs only those operations approved for unmonitored mode. Otherwise, the robot is enabled to perform tasks approved for monitored and unmonitored mode. The third party may report the monitoring, lack of monitoring, and compliance with a monitoring program accordingly.
13 Citations
20 Claims
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1. A robot, comprising:
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a network interface; and a microprocessor; the robot being configurable to perform a customer service task comprising performance of an operation; the microprocessor operates the robot in a first mode comprising one of an unmonitored mode or a monitored mode; the microprocessor communicates data comprising at least one operational parameter to a third party via the network interface; the microprocessor, upon receiving a signal via the network interface indicating the third party is receiving the data, operates the robot in the monitored mode; and the microprocessor, upon an absence to receive the signal indicating the third-party is receiving the data, operates the robot in the unmonitored mode; and wherein the robot is performance-curtailed for the performance of the operation while in the unmonitored mode and wherein the robot is performance-uncurtailed for the performance of the operation while the robot is in the monitored mode. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system, comprising
a resource of a contact center comprising a microprocessor to operate a robot in one of an unmonitored mode or a monitored mode; -
a network interface that connects the resource of the contact center to the robot for a first communication session therebetween and the resource to a third party for a second communication session therebetween; and wherein the resource of the contact center provides, in the first communication session, an operation to be performed by the robot and receives data from the robot; wherein the resource of the contact center provides, in the second communication session, indicia of the first communication session; wherein the microprocessor operates the robot in the monitored mode upon the microprocessor determining that the second communication session comprises a signal indicating that the third party is receiving content of the first communication session; wherein the microprocessor operates the robot in the unmonitored mode upon the microprocessor failing to determine that the second communication session comprises the signal indicating that the third-party is receiving the content of the first communication session; and wherein the operation is an unmonitored operation, while the robot is in the unmonitored mode and wherein the operation is a monitored operation while the robot is in the monitored mode. - View Dependent Claims (12, 13, 14, 15)
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16. A means for operating a robot, comprising:
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means to cause the robot to perform a customer service task comprising an operation; means to operate the robot in one of an unmonitored mode or a monitored mode; means to provide robot data to a third party; means to operate the robot in a monitored mode, in response to receiving a signal indicating that the third party is receiving the robot data; and means to operate the robot in the unmonitored mode, in response to not receiving the signal indicating that the third party is receiving the robot data; and wherein the robot is performance-curtailed for the performance of the operation while the robot is in the unmonitored mode and wherein the robot is performance-uncurtailed for the performance of the operation while the robot is in the monitored mode. - View Dependent Claims (17, 18, 19, 20)
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Specification