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

  • US 20050213743A1
  • Filed: 03/24/2005
  • Published: 09/29/2005
  • Est. Priority Date: 03/26/2004
  • Status: Active Grant
First Claim
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1. A method, comprising:

  • receiving a textual message from a user;

    initiating a case in response to the message;

    determining how to respond to the message; and

    selectively escalating the case to a live agent based upon predetermined criteria.

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