Hybrid guided communication session with artificial intelligence
AssigneeSalucro Healthcare Solutions, LLC
InventorS. Clayton Bain
Life of this patent
Estimating the term…
Abstract
Systems, methods, and computer-readable media are provided for hybrid guidance of a communication session. In one aspect, a system includes one or more processors configured to execute computer-readable instructions to receive an inquiry from a user terminal; stream the inquiry to one or more support terminals configured to provide live support for the inquiry; determine if an automated response to the inquiry is available; and provide one of the automated response or a live response to the inquiry based on whether the automated response to the inquiry is available or not.
Claims17
A system comprising:
- a processor;
- and
- a tangible, non-transitory memory configured to communicate with the processor, the tangible, non-transitory memory having instructions stored thereon that, in response to execution by the processor, cause the processor to perform operations comprising:
- receiving an inquiry from a user via a user terminal;
- transmitting the inquiry to one or more support terminals;
- transmitting, to the one or more support terminals, a state of the user terminal;
- determining an automated response to the inquiry based on the inquiry and the state of the user terminal, and in response to the automated response being in a database of responses;
- determining, using at least one of machine learning or artificial intelligence, the automated response to the inquiry based on previous inquiries and previous responses, in response to a lack of the automated response being in the database of responses;
- and
- providing, to the user terminal, the automated response.
A method comprising:
- receiving an inquiry from a user via a user terminal;
- transmitting the inquiry to one or more support terminals;
- transmitting, to the one or more support terminals, a state of the user terminal;
- determining an automated response to the inquiry based on the inquiry and the state of the user terminal, and in response to the automated response being in a database of responses;
- determining, using at least one of machine learning or artificial intelligence, the automated response to the inquiry based on previous inquiries and previous responses, in response to a lack of the automated response being in the database of responses;
- and
- providing, to the user terminal, the automated response.
An article of manufacture including a non-transitory, tangible computer readable storage medium having instructions stored thereon that, in response to execution by a processor, cause the processor to perform operations comprising:
- receiving an inquiry from a user via a user terminal;
- transmitting the inquiry to one or more support terminals;
- transmitting, to the one or more support terminals, a state of the user terminal;
- determining an automated response to the inquiry based on the inquiry and the state of the user terminal, and in response to the automated response being in a database of responses;
- determining, using at least one of machine learning or artificial intelligence, the automated response to the inquiry based on previous inquiries and previous responses, in response to a lack of the automated response being in the database of responses;
- and
- providing, to the user terminal, the automated response.
Dependencies are inferred from the claim text.