System and method for managing and transitioning automated chat conversations

Patent metadata

Field	Value
Publication number	US-10038787-B2
Application number	US-201615149031-A
Country	US
Kind code	B2
Filing date	May 6, 2016
Priority date	May 6, 2016
Publication date	Jul 31, 2018
Grant date	Jul 31, 2018

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.

First claim

What is claimed is:

1. A method for managing chat automation, the method comprising:
receiving, by a processor, a request for interaction from an end user operating an end user device;
receiving, by the processor, information from the end user device regarding the interaction;
selecting, by the processor, a first automated chat profile, based on the information regarding the interaction, for use by an automated chat resource to engage in an automated chat communication session;
routing, by the processor, the request to the automated chat resource associated with the first automated chat profile, wherein the automated chat resource is configured to utilize the first automated chat profile to engage in the automated chat communication session with the end user operating the end user device;
automatically generating, by the processor, chat communication dialog according to the first automated chat profile for engaging in the automated chat communication session with the end user operating the end user device;
monitoring, by the processor, the automated chat communication session between the end user device and the automated chat resource;
detecting, by the processor, a trigger event during the monitoring of the automated chat communication session; and
transitioning, by the processor, the automated chat communication session to a contact center resource other than the automated chat resource in response to the detected trigger event.

2. The method of claim 1 , wherein the information regarding the communication comprises profile information of the end user.

3. The method of claim 2 , wherein the information regarding the profile information of the end user comprises demographic information of the end user.

4. The method of claim 1 , wherein the information regarding the communication comprises a topic of the communication.

5. The method of claim 1 , wherein the contact center resource comprises an agent device corresponding to a live contact center agent.

6. The method of claim 1 , wherein the contact center resource comprises a second automated chat resource.

7. The method of claim 1 , wherein the first automated chat profile corresponds to a predicted personality of the end user.

8. The method of claim 1 , wherein the first automated chat profile corresponds to demographic information of the end user.

9. The method of claim 1 , wherein the trigger event includes a drop of a confidence level.

10. The method of claim 1 further comprising:
capturing, by the processor, context of the automated chat communication session with the automated chat resource; and
transmitting, by the processor, the context to the contact center resource.

11. The method of claim 10 , wherein the context of the automated chat communication session comprises a portion of the automated chat communication session.

12. A system for managing chat automation, the system comprising:
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, for use by an automated chat resource to engage in an automated chat communication session;
route the request to the automated chat resource associated with the first automated chat profile, wherein the automated chat resource is configured to utilize the first automated chat profile to engage in the automated chat communication session with the end user operating the end user device;
automatically generate chat communication dialog according to the first automated chat profile for engaging in the automated chat communication session with the end user operating the end user device;
monitor the automated chat communication session between the end user device and the automated chat resource;
detect a trigger event during the monitoring of the automated chat communication session; and
transition the automated chat communication session to a contact center resource other than the automated chat resource in response to the detected trigger event.

13. The system of claim 12 , wherein the information regarding the communication comprises profile information of the end user.

14. The system of claim 12 , wherein the information regarding the communication comprises a topic of the communication.

15. The system of claim 12 , wherein the contact center resource comprises an agent device corresponding to a live contact center agent.

16. The system of claim 12 , wherein the contact center resource comprises a second automated chat resource.

17. The system of claim 12 , wherein the first automated chat profile corresponds to a predicted personality of the end user.

18. The system of claim 12 , wherein the trigger event includes a drop of a confidence level.

19. The system of claim 12 , wherein the instructions further cause the processor to:
capture context of the automated chat communication session with the automated chat resource; and
transmit the context to the contact center resource.

20. The system of claim 19 , wherein the context of the automated chat communication session comprises a portion of the automated chat communication session.

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Tamblyn Eric
• Ristock Herbert Willi Artur
• Lejeune Arnaud
• Mccrossan Richard
• Segre Paul
• O'Donoghue Steve

Classifications

• H04L51/046

  Interoperability with other network applications or services · CPC title

• H04M3/42068

  where the identifier is used to access a profile · CPC title

• H04M3/5191 Primary

  interacting with the Internet · CPC title

• H04M3/54

  Arrangements for diverting calls for one subscriber to another predetermined subscriber {(based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; to voice mail H04M3/53308)} · CPC title

• H04M3/42221

  Conversation recording systems (at the subscriber's set H04M1/656) · CPC title