System and method for assisting agents via artificial intelligence

An agent and user technology, applied in transmission systems, reasoning methods, special data processing applications, etc., can solve problems such as difficult freedom, unstructured conversations, insufficient handling of complex requests, and no automatic response to system interaction. The effect of length reduction, rapid use, effective and use

Pending Publication Date: 2021-11-02
GREENEDEN U S HLDG II LLC
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, it may not always be desirable to invoke the automated answering system
For example, while autoresponder systems may adequately handle simple requests, they may not be adequate for complex requests
Additionally, some customers may not wish to interact with an automated response system, as it may be more difficult to successfully engage in a free, unstructured conversation with an automated system

Method used

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  • System and method for assisting agents via artificial intelligence
  • System and method for assisting agents via artificial intelligence
  • System and method for assisting agents via artificial intelligence

Examples

Experimental program
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Embodiment Construction

[0027] In general, embodiments of the invention relate to providing assistance to contact center agents via artificial intelligence. According to one embodiment, the intelligent agent assistant monitors the conversation between a live agent and the user / customer and infers the topic, category or intent of the communication (collectively referred to as customer / user intent). Once the intent has been inferred with a certain level of confidence, the intelligent agent assistant can display a prompt to the contact center agent offering to take over the session with the user. In some embodiments, the intelligent agent assistant automatically takes over the session on behalf of the agent without any prompting.

[0028] Automatic or not, once the intelligent agent assistant takes over, it takes over the role of the human agent in the session with the user. In this regard, the assistant automatically recognizes input from the user to play / output the appropriate response / dialogue to th...

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PUM

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Abstract

The invention provides a system and a method for handling interactions of a contact center. A processor of the system monitors a real-time interaction between a contact center agent and a user. The monitoring may include analyzing a first input by the user, and a first response by the contact center agent to the first input. The processor identifies an intent of the user based on monitoring the real-time interaction, and in response to identifying the intent, monitors for a first trigger condition. In response to identifying the first trigger condition, the processor invokes an automated agent for outputting a second response to a second input provided by the user. The first trigger condition may be a command to invoke the automated agent, or deviance by the agent from dialog in a dialog script associated with the identified intent.

Description

[0001] Cross References to Related Applications [0002] This application claims U.S. Patent Application 16 / 369,298, filed March 29, 2019, in the U.S. Patent and Trademark Office, entitled "SYSTEM AND METHOD FOR ASSISTING AGENTS VIAARTIFICIAL INTELLIGENCE" rights and interests of the United States Patent Application, the contents of which are incorporated herein. Background technique [0003] To remain competitive in the modern business system, many businesses are constantly alert to the ever-evolving demands of consumers and strive to provide customers with the high-quality products and services they expect. To this end, many businesses employ contact centers that include automated answering systems and business representatives to handle transactions and / or service the needs of their customers. [0004] Those skilled in the art will appreciate that one of the benefits of utilizing automated response systems such as Interactive Voice Response (IVR) systems, chatbots, etc. is ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/332
CPCG06F16/3329H04L51/02G06N5/04H04L51/046H04M3/2281H04M3/5133H04M3/5183H04M3/5166H04M3/58H04M2203/5018H04M2203/357G06F40/279G06F40/30G06F3/04817G10L15/1815G10L15/22G10L15/30G10L2015/088
Inventor Y·彼得罗维奇A·霍多伦科V·弗里德曼A·科瓦连科A·鲁宁
Owner GREENEDEN U S HLDG II LLC
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