# US 2018/0324301 A1 · Automated assistance for customer care chats > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2018/0324301 A1 - Document ID: US20180324301A1 - Status: Published application - Kind: A1 - Application number: 16/031,713 - Filed: 2018-07-10 - Published: 2018-11-08 - Earliest claimed: 2010-10-06 - Assignees: [24]7.ai, Inc. - Applicants: [24].ai, Inc. - Inventors: Stephen J. GRIESMER; James Gordon BEATTIE, JR.; Charles Richard COOKE; Monowar HOSSAIN; Steven H. LEWIS; Benjamin RUDMAN - Web page: https://patentgrep.com/patent/US20180324301A1 ## CPC - H04M 3/5191: {interacting with the Internet} - H04L 12/6418: {Hybrid transport} - H04L 51/02: using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages - H04M 3/493: Interactive information services, e.g. directory enquiries {; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals} - H04M 3/5133: {Operator terminal details} - H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends} - H04M 3/4933: {with operator assistance} - H04M 2203/551: Call history - H04M 2203/558: Databases - 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 Embodiments of the invention involve providing automated assistance to an agent operating an agent terminal. A database stores an automated assistance session comprising communications between at least one client terminal and at least one agent terminal during a communication session. The automated assistance session is restored in response to a connection being reestablished with the client terminal after the client terminal disconnects during the communication session. A client communication is received from the client terminal, and a plurality of statements is determined based on the client communication and the communications of the automated assistance session stored in the database. The statements are configured to be manually selected by an agent or automatically selected by an automated agent. The automated agent is engaged for automatically selecting one of the statements in response to a predetermined condition. ## Claims ### Claim 1 A method for providing automated assistance to an agent, comprising: receiving a client communication via a network; engaging an automated agent in response to a predetermined condition, the predetermined condition including content of the received client communication; determining, by the automated agent, a statement based on the client communication and assistance sessions stored in a database, the statement being determined as predicted inquiries and replies to the client communication; and transmitting the statement selected by the automated agent to a client terminal via the network. ### Claim 2 (depends on 1) The method of claim 1, further comprising: providing the selected statement for display on a terminal associated with an agent. ### Claim 3 (depends on 1) The method of claim 1, wherein upon an interruption of a communication session via the network, the selected statement is stored in a communication dump and transmitted upon termination of the interruption. ### Claim 4 (depends on 1) The method of claim 1, further comprising: processing a previous agent communication that is previously received from an agent, wherein the statement is determined based on the client communication and the previous agent communication. ### Claim 5 (depends on 1) The method of claim 1, further comprising: storing assistance sessions comprising dialogues between at least one client terminal and at least one agent terminal, wherein the statement is determined based on the client communication and the dialogues. ### Claim 6 (depends on 5) The method of claim 5, wherein the automated agent determines the statement based on a frequency of use within the stored assistance sessions. ### Claim 7 (depends on 1) The method of claim 1, wherein the automated agent determines the statement based on a history of a manual selection of the statement by a particular agent. ### Claim 8 (depends on 1) The method of claim 1, wherein the predetermined condition includes an input being received from the agent. ### Claim 9 (depends on 1) The method of claim 1, wherein the predetermined condition includes an elapse of a predetermined period of time. ### Claim 10 (depends on 1) The method of claim 1, wherein the predetermined condition includes an activity or inactivity of the agent. ### Claim 11 (depends on 1) The method of claim 1, wherein the statement is configured to be edited by an agent. ### Claim 12 A method for providing automated assistance to an agent, comprising: receiving a client communication via a network; engaging an automated agent in response to a predetermined condition, the predetermined condition including a content of the received client communication; determining, by the automated agent, a statement based on the client communication, the statement being determined as predicted inquiries and replies to the client communication; and causing the statement to be displayed for an agent, wherein the statement is configured to be edited by an agent. ### Claim 13 (depends on 12) The method of claim 12, further comprising: transmitting the statement to the client terminal via the network. ### Claim 14 (depends on 12) The method of claim 12, further comprising: storing, in a database, assistance sessions comprising dialogues between at least one client terminal and at least one agent terminal. ### Claim 15 (depends on 14) The method of claim 14, wherein determining the statement is further based on the dialogues. ### Claim 16 (depends on 14) The method of claim 14, wherein any of the assistance sessions includes a previous agent communication, the previous agent communication being transmitted by the agent to the client terminal during the communication session, and wherein the plurality of statements is determined based on the client communication and the previous agent communication. ### Claim 17 (depends on 12) The method of claim 12, wherein the automated agent determines the statement based on a frequency of a manual selection of a statement by a particular agent. ### Claim 18 A non-transitory computer-readable medium having an executable computer program for providing automated assistance that, when executed by a processor, causes the processor to perform operations comprising: receiving a client communication via a network; engaging an automated agent in response to a predetermined condition, the predetermined condition including content of the received client communication; determining, by the automated agent, a statement based on the client communication and assistance sessions stored in a database, the statement being determined as predicted inquiries and replies to the client communication; and transmitting the statement selected by the automated agent to a client terminal via the network. ### Claim 19 (depends on 18) The non-transitory computer-readable medium of claim 18, wherein the operations further comprise: causing the statement to be displayed for an agent, wherein the statement is configured to be edited by an agent. ### Claim 20 (depends on 18) The non-transitory computer-readable medium of claim 18, wherein the operations further comprise: storing, in a database, assistance sessions comprising dialogues between at least one client terminal and at least one agent terminal. ### Claim 21 (depends on 20) The non-transitory computer-readable medium of claim 20, wherein any of the assistance sessions include a previous agent communication, the previous agent communication being transmitted by an agent to the client terminal during the communication session, and wherein the plurality of statements is determined based on the client communication and the previous agent communication. ### Claim 22 (depends on 20) The non-transitory computer-readable medium of claim 20, wherein assistance sessions include dialogues between the agent and the client terminal, and the plurality of statements is determined based on the client communication and the dialogues. ### Claim 23 (depends on 20) The non-transitory computer-readable medium of claim 20, wherein the automated agent determines the statement based on a frequency of use within the stored assistance sessions.