Autopilot Supervision for Human and Artificial Intelligence Customer Service Agents
AssigneeNextiva, Inc.
InventorsRaymond Allan Harker, Senthil Velayutham, Chinmay Joshi, Danielle Kavanaugh, Paul Kida
Life of this patent
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Abstract
A system and method are disclosed for intervening in customer service interactions. The method comprises monitoring open interactions between agent systems and customer devices, tracking a duration of the open interactions to determine a relative priority for resolution, and assigning a resolution priority to the open interactions based on the duration per communication type, sorting the open interactions based on interaction characteristics, generating and presenting a user interface comprising the sorted open interactions, and transmitting data to an agent system.
Claims20
A system for intervening in customer service interactions, comprising:
- a computer, comprising a processor and memory, and configured to:
- monitor open interactions between one or more agent systems and one or more customer devices;
- track a duration of the open interactions to determine a relative priority for resolution, and assign a resolution priority to the open interactions based on the duration per communication type;
- sort the open interactions based on one or more interaction characteristics;
- generate and present a user interface comprising the sorted open interactions;
- and
- transmit data to at least one agent system.
A computer-implemented method for intervening in customer service interactions, comprising:
- monitoring, by a computer comprising a processor and memory, open interactions between one or more agent systems and one or more customer devices;
- tracking, by the computer, a duration of the open interactions to determine a relative priority for resolution, and assigning, by the computer, a resolution priority to the open interactions based on the duration per communication type;
- sorting, by the computer, the open interactions based on one or more interaction characteristics;
- generating and presenting, by the computer, a user interface comprising the sorted open interactions;
- and
- transmitting, by the computer, data to at least one agent system.
A non-transitory computer-readable storage medium embodied with software for intervening in customer service interactions, the software when executed by a computer is configured to:
- monitor open interactions between one or more agent systems and one or more customer devices;
- track a duration of the open interactions to determine a relative priority for resolution, and assign a resolution priority to the open interactions based on the duration per communication type;
- sort the open interactions based on one or more interaction characteristics;
- generate and present a user interface comprising the sorted open interactions;
- and
- transmit data to at least one agent system.
Dependencies are inferred from the claim text.