System and method for assisting agents via artificial intelligence

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 ...

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

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