System and method for monitoring progress of automated chat conversations

Patent metadata

Field	Value
Publication number	US-9866693-B2
Application number	US-201615149071-A
Country	US
Kind code	B2
Filing date	May 6, 2016
Priority date	May 6, 2016
Publication date	Jan 9, 2018
Grant date	Jan 9, 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 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.

First claim

What is claimed is:

1. A method for managing chat automation, the method comprising:
receiving, by a processor, a signal indicating a communication is being initiated by an end user operating an end user device;
receiving, by the processor, information from the end user device regarding the communication;
selecting, by the processor, a first automated conversation path having a plurality of conversations stages based on the information regarding the communication;
invoking, by the processor, a chat automation server to configure 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 first automated conversation path during the chat communication session;
monitoring, by the processor, confidence levels of automated chat responses during the chat communication session; and
redirecting, by the processor, the chat communication session to a second automated conversation path in response to at least one of the confidence levels falling below a threshold level based on input received from the end user device during the communication, wherein the automated chat resource is configured to follow the second automated conversation path during the chat communication session.

2. The method of claim 1 , further comprising traversing, by the processor, the second automated conversation path.

3. The method of claim 1 , further comprising:
transmitting, by the processor, an instruction to display a proposed response on an agent device corresponding to a contact center agent.

4. The method of claim 3 , further comprising receiving, by the processor, a modification to the proposed response from the agent device.

5. The method of claim 4 , further comprising transmitting, by the processor, an instruction to display the proposed response with the modification to the end user device.

6. The method of claim 1 , further comprising transmitting, by the processor, a signal to route the chat communication session to a live agent in response to the confidence levels being below a threshold level.

7. The method of claim 1 , further comprising transmitting, by the processor, an instruction to display a graphical representation of the first automated conversation path on an agent device corresponding to a contact center agent.

8. The method of claim 7 , further comprising receiving,
by the processor, a selection of the second automated conversation path from the agent device.

9. The method of claim 1 , wherein the first automated conversation path is a provided by a script.

10. The method of claim 1 , wherein the automated chat responses are based on history and state of the chat communication session.

11. The method of claim 1 , wherein the confidence levels are determined based on feedback from the end user device.

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 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 first automated conversation path having a plurality of conversation stages based on the information regarding the communication;
invoke a chat automation server to configure 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 first automated 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 automated conversation path in response to at least one of the confidence levels falling below a threshold level based on input received from the end user device during the communication, wherein the automated chat resource is configured to follow the second automated conversation path during the chat communication session.

13. The system of claim 12 , wherein the instructions further cause the processor to traverse the second automated conversation path.

14. The system of claim 12 , further comprising:
wherein the instructions further cause the processor to transmit an instruction to display a proposed response on an agent device corresponding to a contact center agent.

15. The system of claim 14 , wherein the instructions further cause the processor to receive a modification to the proposed response from the agent device.

16. The system of claim 15 , wherein the instructions further cause the processor to transmit an instruction to display the proposed response with the modification to the end user device.

17. The system of claim 12 , wherein the instructions further cause the processor to transmit a signal to route the chat communication session to a live agent in response to the confidence levels being below a threshold level.

18. The system of claim 12 , wherein the instructions further cause the processor to transmit an instruction to display a graphical representation of the first automated conversation path on an agent device corresponding to a contact center agent.

19. The system of claim 18 , wherein the instructions further cause the processor to receive a selection of the second automated conversation path from the agent device.

20. The system of claim 12 , wherein the confidence levels are determined based on feedback from the end user device.

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

• H04M3/54

  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

• H04M3/5191 Primary

  interacting with the Internet · CPC title

• G06Q30/016

  After-sales · CPC title

• H04M3/493

  Interactive information services, e.g. directory enquiries {; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals} · CPC title