Call and contact service center partial service automation

Patent metadata

Field	Value
Publication number	US-10601997-B2
Application number	US-201715803376-A
Country	US
Kind code	B2
Filing date	Nov 3, 2017
Priority date	Nov 3, 2017
Publication date	Mar 24, 2020
Grant date	Mar 24, 2020

Abstract

A method of semiautonomous processing of a conversation on a digital data device includes the steps of receiving, with the digital data device, a communication from a requesting agent, analyzing the communication to discern an intent, determining whether an intent-purposed bot is available for execution on or in connection with the first digital data device to process a said communication of said intent and, if so, upon approval of a responding agent, processing with the bot any of the communication, an interaction of which the communication forms a part, and session of which the interaction forms a part.

First claim

The invention claimed is:

1. A method of semiautonomous processing of a conversation on a digital data device using one of a plurality of bots, comprising:
receiving, with the digital device, a communication from a requesting agent,
analyzing the communication with a natural language processing engine to discern an intent of any of the communication, an interaction of which the communication forms a part, and a session of which the interaction forms a part,
with the digital data device, determining, based on the discerned intent, whether of the plurality of bots a bot capable of processing a communication with the discerned intent is available, wherein not all of the plurality of bots are capable of processing a communication with the discerned intent and, if so, indicating to a responding agent the availability of the capable bot to process the communication, wherein the responding agent is unaware of the availability of the capable bot prior to the indicating,
upon receiving approval from the responding agent, processing with the capable bot any of the communication, the interaction of which the communication forms a part, and the session of which the interaction forms a part,
presenting to the responding agent any of visually or audibly an exchange between the capable bot and the requesting agent in connection with processing by the capable bot of any of the communication, the interaction, and the session, and
responding to a request of the responding agent upon presentation of said exchange by transferring to the responding agent control of processing of any of the communication, the interaction, and the session.

2. The method of claim 1 , comprising determining whether the communication, upon receipt, forms part of an existing session and, if not, processing it with a general-purpose bot executing on or in connection with the digital data apparatus.

3. The method of claim 2 , comprising prior to processing the communication with the general-purpose bot transferring control of such processing to a responding agent.

4. The method of claim 3 , comprising transferring control of such processing to the responding agent upon request thereof.

5. The method of claim 1 , comprising receiving the communication from a further digital data device operated by the requesting agent.

6. A method of semiautonomous processing of a conversation on a digital data device using one of a plurality of bots, comprising
receiving, with the digital data device, a communication from a requesting agent,
determining by the digital data device whether the communication, upon receipt, is assigned for processing by any of a responding agent, a general-purpose bot and an intent purposed bot and, if not, assigning it for processing by said general-purpose bot,
processing the communication, if assigned for processing by the responding agent, by
analyzing the communication with a natural language processing engine executing on or in connection with the digital data device to discern an intent of any of the communication, an interaction of which the communication forms a part, and a session of which the interaction forms a part,
with the digital data device, determining, based on the discerned intent, whether, of the plurality of bots, an intent-purposed bot capable of processing a communication with the discerned intent is available, wherein not all of the plurality of bots are capable of processing a communication with the discerned intent and, if so, indicating to a responding agent the availability of the capable intent-purposed bot to process the communication, wherein the responding agent is unaware of the availability of the capable bot prior to the indicating, and
upon receiving approval of the responding agent, processing with that capable bot any of the communication, an interaction of which the communication forms a part, and the session of which the interaction forms a part; and, otherwise, transferring to the responding agent control of processing of any of the communication, the interaction and the session,

processing the communication, if assigned for processing by the intent-purposed bot, by
processing with the intent-purposed bot any of the communication, the interaction and the session,
presenting to the responding agent a said interaction between the requesting agent and the intent-purposed bot,
responding to a request of the responding agent upon presentation of said interaction by transferring to the responding agent control of processing of any of the communication, the interaction and the session,

processing the communication, if assigned for processing by the general purpose bot, by
processing it with a general-purpose bot executing on or in connection with the digital data apparatus,
transferring control of such processing to a responding agent upon request thereof.

7. Computer instructions configured to cause a digital data device to semiautonomously process a conversation on a digital data device using one of a plurality of bots by
receive by the digital data device a communication from a requesting agent,
analyze the communication with a natural language processing engine to discern an intent of any of the communication, an interaction of which the communication forms a part, and a session of which the interaction forms a part,
with the digital data device, determining, based on the discerned intent, whether of the plurality of bots a bot capable of processing a communication with the discerned intent is available, wherein not all of the plurality of bots are capable of processing a communication with the discerned intent and, if so, indicating to a responding agent the availability of the bot to process the communication, wherein the responding agent is unaware of the availability of the capable bot prior to the indicating,
upon receiving approval from the responding agent, processing with the bot any of the communication, an interaction of which the communication forms a part, and the session of which the interaction forms a part,
present to the responding agent any of visually or audibly an exchange between the capable bot and the requesting agent in connection with processing by the capable bot of any of the communication, the interaction, and the session, and
respond to a request of the responding agent upon presentation of said exchange by transferring to the responding agent control of processing of any of the communication, the interaction and the session.

8. The computer instructions of claim 7 , configured to further cause the digital data device to determine whether the communication, upon receipt, forms part of an existing session and, if not, processing it with a general-purpose bot executing on or in connection with the digital data apparatus.

9. The computer instructions of claim 8 , configured to further cause the digital data device, prior to processing the communication with the general-purpose bot, to transfer control of such processing to a responding agent.

10. The computer instructions of claim 9 , configured to further cause the digital data device to transfer control of such processing to a responding agent upon request thereof.

11. The computer instructions of claim 7 , configured to further cause the digital data device to receive the communication from a further digital data device operated by the requesting agent.

12. A non-transitory machine readable storage medium having stored thereon a computer program configured to cause a server digital data device to semiautonomously process a conversation on a digital data device using one of a plurality of bots by performing the steps of:
receiving, with a server digital data device, a comm

Assignees

• Salesforce Com Inc

Inventors

• Kwak Youngjun
• Hwang Alan Dawkuan
• Henshaw Cody

Classifications

• H04M3/5183

  Call or contact centers with computer-telephony arrangements · CPC title

• G06F40/00

  Handling natural language data (speech analysis or synthesis, speech recognition G10L) · CPC title

• G06F40/35

  Discourse or dialogue representation · CPC title

• H04M3/60 Primary

  Semi-automatic systems, i.e. in which the numerical selection of the outgoing line is under the control of an operator · CPC title

• H04M3/5166

  in combination with interactive voice response systems or voice portals, e.g. as front-ends · CPC title