Invention Application
- Patent Title: SYSTEMS AND METHODS FOR AUTOMATING CUSTOMER INTERACTIONS WITH ENTERPRISES
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Application No.: PCT/US2019/037429Application Date: 2019-06-17
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Publication No.: WO2019245943A1Publication Date: 2019-12-26
- Inventor: KONIG, Yochai , HARLEV, Ron , VILLALOBOS, Javier , HVEZDA, James , SEKAR, Archana
- Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Applicant Address: 2001 Junipero Serra Blvd Suite 700 Daly City, California 94014 US
- Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee Address: 2001 Junipero Serra Blvd Suite 700 Daly City, California 94014 US
- Agency: BAUMGARTNER, Margaret J.
- Priority: US62/686,077 20180617; US16/151,362 20181004
- Main IPC: H04M3/493
- IPC: H04M3/493 ; H04M3/50 ; H04M3/51 ; H04M3/523
Abstract:
A method for automating interactions with enterprises includes: receiving, through a user interface, a natural language request from a customer; determining a customer intent from the natural language request; conducting an automated interaction by: determining, by a personal bot controller circuit, an enterprise to service the customer intent; loading an enterprise library for interacting with an application programming interface (API) of the enterprise, the enterprise library including one or more library functions; identifying a library function for servicing the customer intent from among the one or more library functions; generating a request based on the identified library function and the customer intent; transmitting the generated request to the enterprise to initiate an interaction; receiving a response from the enterprise; and notifying the customer of a result of the interaction.
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