公开(公告)号：US20170149973A1

公开(公告)日：2017-05-25

申请号：US15424729

申请日：2017-02-03

申请人： 24/7 Customer, Inc.

发明人： Stephen J. GRIESMER ,  James Gordon BEATTIE, JR. ,  Charles Richard COOKE ,  Monowar HOSSAIN ,  Steven H. LEWIS ,  Benjamin RUDMAN

IPC分类号： H04M3/51 ,  H04L12/58

CPC分类号： H04M3/5191 ,  H04L12/6418 ,  H04L51/02 ,  H04M3/493 ,  H04M3/4933 ,  H04M3/5133 ,  H04M3/5166 ,  H04M2203/551 ,  H04M2203/558

摘要： Embodiments of the invention involve providing automated assistance to an agent operating an agent terminal. A database stores an automated assistance session comprising communications between at least one client terminal and at least one agent terminal during a communication session. The automated assistance session is restored in response to a connection being reestablished with the client terminal after the client terminal disconnects during the communication session. A client communication is received from the client terminal, and a plurality of statements is determined based on the client communication and the communications of the automated assistance session stored in the database. The statements are configured to be manually selected by an agent or automatically selected by an automated agent. The automated agent is engaged for automatically selecting one of the statements in response to a predetermined condition.