Methods and apparatus for use in computer-to-human escalation
First Claim
Patent Images
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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Accused Products
Abstract
A conversational agent receives a textual user message and escalates the user to a live agent if predetermined criteria are met.
112 Citations
29 Claims
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1. A method, comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. An article, comprising:
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a storage medium having stored thereon instructions that when executed by a machine result in the following;
receiving a textual message from a user;
initiating a case in response to the message;
determining how to respond to the message; and
escalating the case to a live agent based upon predetermined criteria. - View Dependent Claims (22, 23, 24, 25, 26)
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27. A system for responding to customer queries comprising:
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a first module to receive textual messages from a customer;
a second module to store predetermined responses to customer messages;
a third module to select between providing a predetermined response to a customer message and escalating the customer to a live agent based upon predetermined criteria; and
a fourth module to record the received messages and the predetermined responses sent to the customer. - View Dependent Claims (28, 29)
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Specification