Dynamic prioritization of collaboration between human and virtual agents
AssigneeGenesys Cloud Services, Inc.
InventorsFelix Immanuel Wyss, Matthew Jahns
Life of this patent
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Abstract
A method of dynamic prioritization of collaboration between human and virtual agents according to an embodiment includes generating a priority score for a conversation between a human user and a chat bot, wherein the priority score is based on at least a sentiment of the human user and a temporal aspect of the conversation, providing the priority score to a human agent via an interface for monitoring the priority score, transferring control of the conversation from the chat bot to the human agent based on an interaction of the human agent with the interface, and yielding control of the conversation from the human agent back to the chat bot in response to another interaction of the human agent with the interface.
Claims18
A method of dynamic prioritization of collaboration between human and virtual agents, the method comprising:
- generating a priority score for a conversation between a human user and a chat bot, wherein the priority score is based on at least a first metric associated with a real-time sentiment of the human user and a second metric associated with a real-time response wait time of the human user in the conversation, wherein the second metric is calculated as a message rate of the conversation multiplied by a current wait time of the human user in the conversation;
- providing the priority score to a human agent via an interface for monitoring the priority score;
- transferring control of the conversation from the chat bot to the human agent based on an interaction of the human agent with the interface;
- and
- yielding control of the conversation from the human agent back to the chat bot in response to another interaction of the human agent with the interface.
A system for dynamic prioritization of collaboration between human and virtual agents, the system comprising:
- at least one processor;
- and
- at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to:
- generate a priority score for a conversation between a human user and a chat bot, wherein the priority score is based on at least a first metric associated with a real-time sentiment of the human user and a second metric associated with a real-time response wait time of the human user in the conversation, wherein the second metric is calculated as a message rate of the conversation multiplied by a current wait time of the human user in the conversation;
- provide the priority score to a human agent via an interface for monitoring the priority score;
- transfer control of the conversation from the chat bot to the human agent based on an interaction of the human agent with the interface;
- and
- yield control of the conversation from the human agent back to the chat bot in response to another interaction of the human agent with the interface.
A method of dynamic prioritization of collaboration between human and virtual agents, the method comprising:
- generating a priority score for a conversation between a human user and a chat bot as a weighted sum of at least a first metric associated with a real-time sentiment of the human user, a second metric associated with a real-time response wait time of the human user in the conversation, wherein the second metric is calculated as a message rate of the conversation multiplied by a current wait time of the human user in the conversation, and a third metric associated with a topic of the conversation;
- providing the priority score to a human agent via an interface for monitoring the priority score;
- transferring control of the conversation from the chat bot to the human agent based on an interaction of the human agent with the interface;
- and
- yielding control of the conversation from the human agent back to the chat bot in response to another interaction of the human agent with the interface.
Dependencies are inferred from the claim text.