Method and system for capturing data of actions

Patent metadata

Field	Value
Publication number	US-11425245-B2
Application number	US-201916678530-A
Country	US
Kind code	B2
Filing date	Nov 8, 2019
Priority date	Nov 8, 2019
Publication date	Aug 23, 2022
Grant date	Aug 23, 2022

Abstract

Described herein is a system and method for capturing data associated with actions attempted by an automated agent. The system described herein captures data associated with the actions attempted by an automated agent during the messaging session between an automated agent and the user and present a summary of the actions in a messaging platform. In an embodiment, the automated agent uploads data associated with actions attempted during the messaging session to a server. The server captures the data associated with the actions and generates a description of each action that was attempted. The server generates a summary including the description of each action. The summary of the actions are rendered in the messaging platform.

First claim

What is claimed is:

1. A computer-implemented method, comprising:
initiating, by one or more computing devices, a messaging session between a user and an automated agent;
receiving, by the one or more computing devices, data indicating that the automated agent has attempted to execute a plurality of actions to resolve a request from the user, wherein the request is specified in a communication from the user during the messaging session;
generating, by the one or more computing devices and based on the data, a summary comprising:
the request;
a description of the plurality of actions; and
a failure message regarding a first action of the plurality of actions that failed to execute;

inserting, by the one or more computing devices, the summary into a transcript of messages exchanged between the user and the automated agent during the messaging session in response to termination of the messaging session between the user and the automated agent;
generating a user interface that includes a messaging window within which the messaging session is displayed to a live agent; and
displaying the summary in the messaging window upon termination of the messaging session.

2. The method of claim 1 , wherein the automated agent attempts to execute the plurality of actions in a backend computing system.

3. The method of claim 1 , wherein the automated agent uploads the data associated with the plurality of actions to a server at the termination of the messaging session.

4. The method of claim 1 , further comprising capturing, by the one or more computing devices, a time when the first action was attempted, based on the uploaded data.

5. The method of claim 1 , further comprising displaying, by the one or more computing devices, a visual indicator indicating a successful execution of a second action of the plurality of actions in the summary, wherein the visual indicator is displayed adjacent to the description.

6. The method of claim 1 , further comprising storing, by the one or more computing devices, the transcript of the communication between the user and the automated agent.

7. The method of claim 1 , further comprising:
sending, in response to the automated agent failing to execute the first action, the transcript comprising the summary to a human agent to determine the plurality of actions that were attempted by the automated agent during the messaging session.

8. A system comprising:
a memory;
a processor copulated to the memory, the processor configured to:
initiate a messaging session between a user and an automated agent;
receive data indicating that the automated agent has attempted to execute a plurality of actions to resolve a request from the user, wherein the request is specified in a communication from the user during the messaging session;
generate, based on the data, a summary comprising:
the request;
a description of the plurality of actions; and
a failure message regarding a first action of the plurality of actions that failed to execute;

insert the summary into a transcript of messages exchanged between the user and the automated agent during the messaging session in response to termination of the messaging session between the user and the automated agent;
generate a user interface that includes a messaging window within which the messaging session is displayed to a live agent; and
display the summary in the messaging window upon termination of the messaging session.

9. The system of claim 8 , wherein the automated agent attempts to execute the plurality of actions in a backend computing system.

10. The system of claim 8 , wherein the automated agent uploads the data associated with the plurality of actions to a server at the termination of the messaging session.

11. The system of claim 8 , wherein the processor is further configured to capture a time when the first action was attempted, based on the uploaded data.

12. The system of claim 8 , wherein the processor is further configured to display a visual indicator indicating a successful execution of a second action of the plurality of actions in the summary, wherein the visual indicator is displayed adjacent to the description.

13. The system of claim 8 , wherein the processor is further configured to store the transcript of the communication between the user and the automated agent.

14. A non-transitory computer-readable medium storing instructions that when executed by one or more processors of a device cause the one or more processors to:
initiate a messaging session between a user and an automated agent;
receive data indicating that the automated agent has attempted to execute a plurality of actions to resolve a request from the user, wherein the request is specified in a communication from the user during the messaging session;
generate, based on the data, a summary comprising:
the request;
a description of the plurality of actions; and
a failure message regarding a first action of the plurality of actions that failed to execute;
insert the summary into a transcript of messages exchanged between the user and the automated agent during the messaging session in response to termination of the messaging session between the user and the automated agent;
generate a user interface that includes a messaging window within which the messaging session is displayed to a live agent; and
display the summary in the messaging window upon termination of the messaging session.

15. The non-transitory computer-readable medium of claim 14 , wherein the automated agent attempts to execute the plurality of actions in a backend computing system.

16. The non-transitory computer-readable medium of claim 14 , wherein the automated agent uploads the data associated with the plurality of actions to a server at the termination of the messaging session.

17. The non-transitory computer-readable medium of claim 14 , wherein the instructions when executed by the one or more processors further cause the one or more processors to capture a time when the first action was attempted, based on the uploaded data.

18. The non-transitory computer-readable medium of claim 14 , wherein the instructions when executed by the one or more processors further cause the one or more processors to display a visual indicator indicating a successful execution of a second action of the plurality of actions in the summary, wherein the visual indicator is displayed adjacent to the description.

Assignees

• Salesforce Com Inc
• Salesforce Inc

Inventors

• Mahar Molly
• Geh Nicholas Beng Tek

Classifications

• H04M3/5233

  Operator skill based call distribution · CPC title

• H04M3/527

  Centralised call answering arrangements not requiring operator intervention · CPC title

• H04L51/02 Primary

  using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages · CPC title

• H04M3/42382 Primary

  Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks · CPC title

• H04M3/5322

  for recording text messages · CPC title