# US 11,122,165 B1 · Systems and methods for customer service agent-guided chat session digital assistant > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 11,122,165 B1 - Document ID: US11122165B1 - Status: Granted - Kind: B1 - Application number: 16/887,260 - Filed: 2020-05-29 - Granted: 2021-09-14 - Earliest claimed: 2020-05-29 - Assignees: Verizon Patent and Licensing Inc. - Applicants: Verizon Patent and Licensing Inc. - Inventors: Saivivek T. Thiyagarajan; Shoma Chakravarty; Sankar Shanmugam; Srinivasa Kaniganti; Madhu Talupur; Sathiyamoorthy Dhanapal; Amit Mahajan; Nitin Ahuja; Amar Nageswaram - Web page: https://patentgrep.com/patent/US11122165B1 ## CPC - H04M 3/5191: {interacting with the Internet} - H04L 51/02: using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages - H04L 51/216: Handling conversation history, e.g. grouping of messages in sessions or threads - H04M 3/5133: {Operator terminal details} - H04M 3/5175: {Call or contact centers supervision arrangements} - H04M 7/0045: {where the text-based messaging service is an instant messaging service} - H04M 3/2281: {Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls} - H04M 2201/14: Delay circuits; Timers - H04M 2203/403: Agent or workforce training - H04M 2203/551: Call history - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) ## Abstract A method, device, and computer-readable medium provide for receiving, via a chatbot access channel, a chat message from a user device associated with a customer chat session; determining that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generating one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and approved by a service agent; presenting, via a display, a transcript of a messaging sequence for the customer chat session concurrently with a user interface that enables the service agent to perform an action with respect to the one or more suggested response messages; and sending, via the chatbot access channel, a selected one of the one or more suggested response messages to the user device. ## Claims ### Claim 1 A method comprising: receiving, via a chatbot access channel, a chat message from a user device associated with a customer chat session; determining, by a network device, that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generating, by the network device, one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and incorporating a first alteration to text of the previously stored chat message response made by a service agent; presenting, via a display associated with the network device, a transcript of a messaging sequence for the customer chat session concurrently with a user interface (UI) that enables the service agent to perform an action with respect to making a second alteration to the text of the previously stored chat message response; and sending, via the chatbot access channel, the previously stored chat message response to the user device. ### Claim 2 (depends on 1) The method of claim 1, wherein sending the previously stored chat message response includes sending the previously stored chat message response after a predetermined amount of time without the service agent performing the action. ### Claim 3 (depends on 2) The method of claim 2, wherein the predetermined amount of time is a value that is based on the one or more suggested response messages. ### Claim 4 (depends on 2) The method of claim 2, wherein the predetermined amount of time is a value that is based on a relative confidence level associated with the one or more suggested response messages. ### Claim 5 (depends on 1) The method of claim 1, wherein sending the previously stored chat message response further comprises sending the previously stored chat message response having the second alternation to the text made by the service agent. ### Claim 6 (depends on 1) The method of claim 1, wherein the one or more suggested response messages includes a UI object that is configurable by the service agent. ### Claim 7 (depends on 1) The method of claim 1, further comprising: receiving input from the service agent with respect to the second alteration to the text; and indexing, using an identifier for the service agent and an identifier for the customer intent, the altered previously stored chat message response. ### Claim 8 A network device comprising: a communication interface; a memory for storing instructions; and a processor configured to execute the instructions to: receive, via a chatbot access channel, a chat message from a user device during a customer chat session; determine that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generate one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and incorporating a first alteration to text of the previously stored chat message made by a service agent; present, via a single display, a transcript of a messaging sequence for the customer chat session concurrently with a user interface (UI) that enables the service agent to perform an action with respect to making a second alteration to the text of the previously stored chat message response; and send, via the chatbot access channel, the previously stored chat message response to the user device. ### Claim 9 (depends on 8) The network device of claim 8, wherein to send the previously stored chat message response, the processor is further configured to send the previously stored chat message response after a predetermined amount of time without the service agent performing the action. ### Claim 10 (depends on 9) The network device of claim 9, wherein the predetermined amount of time is a value that is based on the one or more suggested response messages. ### Claim 11 (depends on 9) The network device of claim 9, wherein the predetermined amount of time is a value that is based on a relative confidence level associated with the one or more suggested response messages. ### Claim 12 (depends on 8) The network device of claim 8, wherein to send the previously stored chat message response, the processor is further configured to send the previously stored chat message response having the second alternation to the text made by the service agent. ### Claim 13 (depends on 8) The network device of claim 8, wherein the one or more suggested response messages includes a UI object that is configurable by the service agent. ### Claim 14 (depends on 8) The network device of claim 8, wherein the processor is further configured to: receive input from the service agent with respect to the second alteration to the text; and index, using an identifier for the service agent and an identifier for the customer intent, the altered previously stored chat message response. ### Claim 15 A non-transitory computer-readable medium including instructions that, when executed by a processor of a network device, cause the network device to: receive, via a chatbot access channel, a chat message from a user device during a customer chat session; determine that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generate one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and incorporating a first alteration to text of the previously stored chat message made by a service agent; present, via a display, a transcript of a messaging sequence for the customer chat session concurrently with a user interface (UI) that enables the service agent to perform an action with respect to making a second alteration to the text of the previously stored chat message response; and send, via the chatbot access channel, the previously stored chat message response to the user device. ### Claim 16 (depends on 15) The non-transitory computer-readable medium of claim 15, further including instructions that, when executed by the processor cause the network device to: send the previously stored chat message response after a predetermined amount of time without the service agent performing the action. ### Claim 17 (depends on 16) The non-transitory computer-readable medium of claim 16, wherein the predetermined amount of time is a value that is based on the one or more suggested response messages. ### Claim 18 (depends on 16) The non-transitory computer-readable medium of claim 16, wherein the predetermined amount of time is a value that is based on a relative confidence level associated with the one or more suggested response messages. ### Claim 19 (depends on 15) The non-transitory computer-readable medium of claim 15, wherein to send the previously stored chat message response, instructions further cause the network device to send the previously stored chat message response having the second alternation to the text made by the service agent. ### Claim 20 (depends on 15) The non-transitory computer-readable medium of claim 15, wherein the one or more suggested response messages includes a UI object that is configurable by the service agent.