Chatbot deflection
AssigneeBank of America Corporation
InventorsRamakrishna R. Yannam, Prejish Thomas, Ion Gerald McCusker, Emad Noorizadeh, Ravisha Andar
Life of this patent
Estimating the term…
Abstract
Apparatus and methods for a chatbot deflection program are provided. A chatbot may receive an input it is unable to answer or parse. The chatbot may transfer the chat to an agent for a response. The chatbot may provide a search field for the agent. The agent may review the input and query the chatbot. The chatbot may provide an answer. The agent may provide a response to the input, using the answer. The response may be transmitted to the user. The chat may be transferred back to the chatbot.
Claims20
An automatic chatbot deflection computer program product, the computer program product comprising executable instructions, the executable instructions when executed by a processor on a computer system:
- receive an input from a user within a chat with a chatbot;
- determine, through only an artificial intelligence algorithm, that the input be forwarded to a human agent to provide an answer when the chatbot is unable to answer the input to a threshold degree of confidence;
- transfer the chat to a display proximate to the agent;
- display the input to the agent;
- provide a separate search display to the agent;
- receive a search request from the agent within the search display;
- determine an answer to the search request;
- provide, to the agent, the answer to the search request;
- receive a response, from the agent, to the input;
- transmit the response to the user;
- and
- transfer the chat back to the chatbot;
- wherein:
- the determination that the input be forwarded to the human agent to provide an answer analyzes, at least:
- the input;
- past history of the user interacting with the chatbot;
- and
- context of the input;
- and
- the search request relates to the input;
- and
- the user is unaware that the agent viewed the chat to assist the chatbot.
An apparatus for automatic chatbot deflection, the apparatus comprising:
- a central server, the central server including:
- a server communication link;
- a server processor;
- and
- a server non-transitory memory configured to store at least:
- a server operating system;
- and
- a chatbot including an automatic chatbot deflection module;
- and
- an agent device proximate to a human agent, the agent device including:
- a device communication link;
- a device processor;
- a device graphical user interface;
- and
- a device non-transitory memory configured to store at least:
- a device operating system;
- and
- an interface in electronic communication over the device communication link with the chatbot;
- wherein the automatic chatbot deflection module:
- receives an input from a user within a chat with the chatbot;
- determines, through only an artificial intelligence algorithm, that the input be forwarded to the agent to provide an answer when the chatbot is unable to answer the input to a threshold degree of confidence;
- transfers the chat to the device graphical user interface;
- displays the input to the agent;
- provides a separate search field to the agent;
- receives a search request from the agent within the search field;
- determines an answer to the search request;
- provides, to the agent, the answer to the search request;
- receives a response within a text field, from the agent, to the input;
- transmits the response to the user;
- and
- transfers the chat back to the chatbot;
- and
- wherein the user is unaware that the agent viewed the chat to assist the chatbot.
A method for automatically deflecting a chatbot to a human agent, the method comprising:
- receiving an input from a user within a chat with a chatbot located at a central server;
- determining, at a chatbot deflection module located at the central server, through only an artificial intelligence algorithm, that the input be forwarded to the agent to provide an answer to the input;
- transferring the chat to a device graphical user interface (“dGUI”) proximate to the agent, wherein the dGUI comprises at least three distinct fields:
- a chat history field;
- a search field;
- and
- a text response field;
- displaying the input to the agent in the chat history field;
- displaying a history of the chat to the agent in the chat history field;
- receiving a search request from the agent within the search field;
- determining an answer to the search request;
- providing, to the agent, the answer to the search request in the search field;
- receiving a response within the text response field, from the agent, to the input;
- transmitting the response to the user;
- and
- transferring the chat back to the chatbot;
- wherein the user is unaware that the agent viewed the chat to assist the chatbot.
Dependencies are inferred from the claim text.