Call and contact service center partial service automation
Assigneesalesforce.com, inc.
InventorsYoungjun Kwak, Alan Dawkuan Hwang, Cody Henshaw
Life of this patent
Estimating the term…
Abstract
A method of semiautonomous processing of a conversation on a digital data device includes the steps of receiving, with the digital data device, a communication from a requesting agent, analyzing the communication to discern an intent, determining whether an intent-purposed bot is available for execution on or in connection with the first digital data device to process a said communication of said intent and, if so, upon approval of a responding agent, processing with the bot any of the communication, an interaction of which the communication forms a part, and session of which the interaction forms a part.
Claims20
A computer-implemented method comprising:
- receiving, at a computing device, a communication from a client device;
- determining, by the computing device, an intent of the communication;
- determining, by the computing device, that a special-purpose artificial intelligence bot for processing the communication is available on the computing device based on the determined intent of the communication;
- receiving, on the computing device, approval from a responding agent to use the special-purpose artificial intelligence bot to process the communication;
- generating, by the computing device, with the special-purpose artificial intelligence bot, a response to the communication;
- and
- providing, by the computing device, the response to the client device.
A system comprising:
- a computing device that receives a communication from a client device,
- determines an intent of the communication,
- determines that a special-purpose artificial intelligence bot for processing the communication is available on the computing device based on the determined intent of the communication,
- receives approval from a responding agent to use the special-purpose artificial intelligence bot to process the communication,
- generates, with the special-purpose artificial intelligence bot, a response to the communication, and
- provides device, the response to the client device.
Dependencies are inferred from the claim text.