Method and system for capturing data of actions
AssigneeSalesforce, Inc.
InventorsMolly MAHAR, Nicholas Beng Tek GEH
Life of this patent
Estimating the term…
Abstract
Described herein is a system and method for capturing data associated with actions attempted by an automated agent. The system described herein captures data associated with the actions attempted by an automated agent during the messaging session between an automated agent and the user and present a summary of the actions in a messaging platform. In an embodiment, the automated agent uploads data associated with actions attempted during the messaging session to a server. The server captures the data associated with the actions and generates a description of each action that was attempted. The server generates a summary including the description of each action. The summary of the actions are rendered in the messaging platform.
Claims20
A computer-implemented method, comprising:
- generating, by one or more computing devices based on conversational data of a messaging session between a user and an agent related to one or more user requests to resolve an issue and one or more actions taken, recommended reply content;
- generating an actions display that includes the recommended reply content;
- generating, by the one or more computing devices a summary comprising:
- an issue summary;
- a description of the one or more actions taken;
- a status indication relating to issues included within the issue summary;
- and
- providing, by the one or more computing devices, the summary to a user interface after termination of the messaging session between the user and the agent and after transfer to a new agent.
A system comprising:
- a memory;
- and
- a processor copulated to the memory, the processor configured to:
- generate, based on conversational data of a messaging session between a user and an agent related to one or more user requests to resolve an issue and one or more actions taken, recommended reply content;
- generate an actions display that includes the recommended reply content;
- generate a summary comprising:
- an issue summary;
- a description of the one or more actions taken;
- a status indication relating to issues included within the issue summary;
- and
- provide the summary to a user interface after termination of the messaging session between the user and the agent and after transfer to a new agent.
A non-transitory computer-readable medium storing instructions that when executed by one or more processors of a device cause the one or more processors to:
- receive conversational data of a messaging session between a user and an agent related to one or more user requests to resolve an issue and one or more actions taken;
- generate recommended reply content based on the conversational data;
- generate an actions display that includes the recommended reply content;
- generate a summary comprising:
- an issue summary;
- a description of the one or more actions taken;
- and
- a status indication relating to issues included within the issue summary;
- and
- provide the summary to a user interface after termination of the messaging session between the user and the agent and after transfer to a new agent.
Dependencies are inferred from the claim text.