System and method for hybridized chat automation
OwnerBrent Ragerinventor
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Abstract
In a system for managing blended agent and automated chat in a contact center setting, the system includes: a chat orchestration server invoking natural language processing on a received communication, selecting a standardized text communication responsive to the natural-language-processed communication, and transmitting the standardized text communication to an agent device; and a knowledge management server for determining confidence values and populating ranked lists of responsive standardized text communications.
Claims20
A method of managing chat in a contact center setting, wherein the chat comprises a blended agent and automated chat, the method comprising:
- (a) receiving from a chat orchestration server a first signal indicating an initiating communication;
- (b) invoking by the chat orchestration server natural language processing on the initiating communication;
- (c) retrieving, by the chat orchestration server, a standardized text communication responsive to the natural-language-processed communication from a memory coupled to a knowledge management server;
- (d) determining, by the knowledge management server, a confidence value of the standardized text communication responsive to the natural-language-processed communication;
- (e) populating, by the knowledge management server, a determined ranked order of standardized text communications, wherein the rank order is configured in response to the confidence value of the standardized text communication;
- (f) transmitting, by the chat orchestration server, an instruction to display on an agent device the determined ranked order;
- (g) receiving, by the chat orchestration server, a second signal indicating a selection from the agent device of a standardized text communication responsive to the natural-language-processed initiating communication;
- (h) directing, by the chat orchestration server, an automated standardized-text-communication chat for communication with an end user based on the received second signal indicating the selection from the agent device of the standardized text communications;
- and
- repeating steps (a)-(h) until an action occurs as indicated by a third signal received by the chat orchestration server.
A system for managing chat in a contact center setting, wherein the chat comprises a blended agent and automated chat, the system comprising:
- a chat orchestration server processor;
- and
- a memory coupled to the chat orchestration server processor, wherein the memory stores instructions that, when executed by the chat orchestration server processor, cause the chat orchestration server processor to:
- receive a first signal indicating an initiating communication;
- invoke natural language processing on the initiating communication;
- retrieve a standardized text communication responsive to the natural-language-processed communication from a memory coupled to a knowledge management server;
- transmit an instruction to display on an agent device a determined ranked order of standardized text communications;
- receive a second signal indicating a selection from an agent device of a standardized text communication responsive to the natural-language-processed initiating communication;
- and
- direct an automated standardized-text-communication chat for communication with an end user based on the received second signal indicating the selection from the agent device of the standardized text communications;
- and
- a knowledge management server processor;
- and
- a memory coupled to the knowledge management server processor, wherein the memory stores instructions that, when executed by the knowledge management server processor, cause the knowledge management server processor to:
- determine a confidence value of the standardized text communication responsive to the natural-language-processed communication;
- and
- populate the determined ranked order of standardized text communications, wherein the rank order is configured in response to the confidence value of the standardized text communication.
Dependencies are inferred from the claim text.