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公开(公告)号：US09866693B2
公开(公告)日：2018-01-09
申请号：US15149071
申请日：2016-05-06
Inventor： Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Paul Segre , Steve O'Donoghue
IPC: H04M3/00 , H04M5/00 , H04M3/42 , H04M3/51 , H04L12/58 , G06Q30/00 , G06Q10/06 , H04M3/54 , H04M3/493 , H04M17/00
CPC classification number: H04M3/5191 , G06Q10/06316 , G06Q30/016 , H04L51/02 , H04L51/046 , H04L51/14 , H04M3/493 , H04M3/54 , H04M17/205
Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.
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Patent Agency Ranking
公开(公告)号：US10038787B2
公开(公告)日：2018-07-31
申请号：US15149031
申请日：2016-05-06
Inventor： Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Paul Segre , Steve O'Donoghue
CPC classification number: H04M3/5191 , H04L51/02 , H04L51/046 , H04L51/24 , H04L65/1069 , H04L65/1093 , H04M3/42068 , H04M3/42221 , H04M3/5166 , H04M3/54 , H04M3/58 , H04M7/0045
Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a request for interaction from an end user operating an end user device; receive information from the end user device regarding the interaction; select a first automated chat profile based on the information regarding the interaction; route the request to an automated chat resource associated with the first automated chat profile; monitor a chat communication session between the end user device and the automated chat resource; detect a trigger event during the monitoring of the chat communication; and transition the chat communication session to a contact center resource other than the automated chat resource in response to the detected trigger event.
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公开(公告)号：US20170324868A1
公开(公告)日：2017-11-09
申请号：US15149071
申请日：2016-05-06
Inventor： Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Paul Segre , Steve O'Donoghue
CPC classification number: H04M3/5191 , G06Q10/06316 , G06Q30/016 , H04L51/02 , H04L51/046 , H04L51/14 , H04M3/493 , H04M3/54 , H04M17/205
Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.
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公开(公告)号：US20170324867A1
公开(公告)日：2017-11-09
申请号：US15149031
申请日：2016-05-06
Inventor： Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Paul Segre , Steve O'Donoghue
CPC classification number: H04M3/5191 , H04L51/02 , H04L51/046 , H04L51/24 , H04L65/1069 , H04L65/1093 , H04M3/42068 , H04M3/42221 , H04M3/5166 , H04M3/54 , H04M3/58 , H04M7/0045
Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a request for interaction from an end user operating an end user device; receive information from the end user device regarding the interaction; select a first automated chat profile based on the information regarding the interaction; route the request to an automated chat resource associated with the first automated chat profile; monitor a chat communication session between the end user device and the automated chat resource; detect a trigger event during the monitoring of the chat communication; and transition the chat communication session to a contact center resource other than the automated chat resource in response to the detected trigger event.
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公开(公告)号：US09912810B2
公开(公告)日：2018-03-06
申请号：US15178503
申请日：2016-06-09
Inventor： Paul Segre , Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Steve O'Donoghue
CPC classification number: H04M3/5191 , H04L51/02 , H04L51/046 , H04L51/24 , H04L65/1069 , H04L65/1093 , H04M3/42068 , H04M3/42221 , H04M3/5166 , H04M3/54 , H04M3/58 , H04M7/0045
Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.
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公开(公告)号：US20170324866A1
公开(公告)日：2017-11-09
申请号：US15178503
申请日：2016-06-09
Inventor： Paul Segre , Eric Tamblyn , Herbert Willi Artur Ristock , Arnaud LeJeune , Richard McCrossan , Steve O'Donoghue
CPC classification number: H04M3/5191 , H04L51/02 , H04L51/046 , H04L51/24 , H04L65/1069 , H04L65/1093 , H04M3/42068 , H04M3/42221 , H04M3/5166 , H04M3/54 , H04M3/58 , H04M7/0045
Abstract: In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.
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