Method and system for capturing data of actions

Patent metadata

Field	Value
Publication number	US-12177381-B2
Application number	US-202217893889-A
Country	US
Kind code	B2
Filing date	Aug 23, 2022
Priority date	Nov 8, 2019
Publication date	Dec 24, 2024
Grant date	Dec 24, 2024

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:
generating, by one or more computing devices based on conversational data of a messaging session between a user and an agent related to one or more user requests to resolve an issue and one or more actions taken, a recommended action for responding to the issue;
generating an actions display section that includes a recommendation section in which the recommended action is provided to the agent, and includes a history section in which previous actions and their respective results can be reviewed;
generating, by the one or more computing devices and based on the data and a reply input from the agent indicating whether the recommended action was taken and whether the recommended action resolved the issue, a summary comprising:
the one or more user requests;
a description of the one or more actions taken; and
a status indication associated with at least one of the one or more actions taken that indicates a success or failure of the at least one of the one or more actions taken to resolve the at least one of the one or more user requests; and

providing, by the one or more computing devices, the summary to a user interface after termination of the messaging session between the user and the agent and after transfer to a new agent.

2. The method of claim 1 , wherein the status indication further indicates, in response to the recommended action having been taken, a success or failure of the recommended action.

3. The method of claim 2 , wherein the agent uploads the data associated with the one or more actions taken to a server after the termination of the messaging session.

4. The method of claim 3 , further comprising capturing, by the one or more computing devices, a time associated with each action of the one or more actions taken that indicates when each action was attempted, based on the uploaded data.

5. The method of claim 1 , wherein the user interface including the summary is provided to a second agent, the second agent being a live agent.

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

7. The method of claim 1 , wherein the summary includes a list of user requests, and includes the description of the one or more actions taken and the status indication for each of the user requests.

8. A system comprising:
a memory; and
a processor copulated to the memory, the processor configured to:
generate, based on conversational data of a messaging session between a user and an agent related to one or more user requests to resolve an issue and one or more actions taken, a recommended action for responding to the issue;
generate an actions display section that includes a recommendation section in which the recommended action is provided to the agent, and includes a history section in which previous actions and their respective results can be reviewed;
generate, based on the data and a reply input from the agent indicating whether the recommended action was taken and whether the recommended action resolved the issue, a summary comprising:
the one or more requests;
a description of the one or more actions taken; and
a status indication associated with at least one of the one or more actions taken that indicates a success or failure of the at least one of the one or more actions taken to resolve the at least one of the one or more user requests; and

provide the summary to a user interface after termination of the messaging session between the user and the agent and after transfer to a new agent.

9. The system of claim 8 , wherein the status indication further indicates, in response to the recommended action having been taken, a success or failure of the recommended action.

10. The system of claim 9 , wherein the agent uploads the data associated with the one or more actions taken to a server after the termination of the messaging session.

11. The system of claim 10 , wherein the processor is further configured to capture a time associated with each action of the one or more actions taken that indicates when each action was attempted, based on the uploaded data.

12. The system of claim 8 , wherein the user interface including the summary is provided to a second agent, the second agent being a live agent.

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

14. The system of claim 8 , wherein the summary includes a list of user requests, and includes the description of the one or more actions taken and the status indication for each of the user requests.

15. 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:
receive conversational data of a messaging session between a user and an agent related to one or more user requests to resolve an issue and one or more actions taken;
generate, based on conversational data of the messaging session between the user and the agent, a recommended action for responding to the issue;
generate an actions display section that includes a recommendation section in which the recommended action is provided to the agent, and includes a history section in which previous actions and their respective results can be reviewed;
generate, based on the data and a reply input from the agent indicating whether the recommended action was taken and whether the recommended action resolved the issue, a summary comprising:
the one or more user requests;
a description of the one or more actions taken; and
a status indication associated with at least one of the one or more actions taken that indicates a success or failure of the at least one of the one or more actions taken to resolve the at least one of the one or more user requests; and

provide the summary to a user interface after termination of the messaging session between the user and the agent and after transfer to a new agent.

16. The non-transitory computer-readable medium of claim 15 , wherein the status indication further indicates, in response to the recommended action having been taken, a success or failure of the recommended action.

17. The non-transitory computer-readable medium of claim 16 , wherein the agent uploads the data associated with the one or more actions taken to a server after the termination of the messaging session.

18. The non-transitory computer-readable medium of claim 17 , wherein the instructions when executed by the one or more processors further cause the one or more processors to capture a time associated with each action of the one or more actions taken that indicates when each action was attempted, based on the uploaded data.

19. The non-transitory computer-readable medium of claim 15 , wherein the user interface including the summary is provided to a second agent, the second agent being a live agent.

20. The non-transitory computer-readable medium of claim 15 , wherein the instructions when executed by the one or more processors further cause the one or more processors to store a transcript of the communication between the user and the agent.

Assignees

• Salesforce Inc

Inventors

• Mahar Molly
• Geh Nicholas Beng Tek

Classifications

• H04L51/234

  for tracking messages · CPC title

• H04M3/5322

  for recording text messages · CPC title

• H04M3/5233

  Operator skill based call distribution · CPC title

• H04M3/5307

  for recording messages comprising any combination of audio and non-audio components · CPC title

• H04L51/046

  Interoperability with other network applications or services · CPC title