公开(公告)号：US20190287517A1

公开(公告)日：2019-09-19

申请号：US15925529

申请日：2018-03-19

Applicant: AT&T Intellectual Property I, L.P.

Inventor： Don Green ,  Mazin E. Gilbert ,  David Kapilow ,  Kelley Mantione ,  Sanjay Krishna ,  Wen-Ling Hsu ,  Cheryl Brooks ,  Christopher Rath ,  Tan Xu

IPC: G10L15/08 ,  G10L15/06 ,  H04M3/523 ,  H04M3/22

Abstract: Aspects of the subject disclosure may include an artificial intelligence method of routing customer service interactions which begins with an analysis of a body of historical interactions with customers. By monitoring an interaction between a user and an agent, the user's issue may be determined and a potential resolution resource may be identified. By monitoring an exchange between the user and the resource, the analysis may be updated. Other embodiments are disclosed.

公开(公告)号：US10699703B2

公开(公告)日：2020-06-30

申请号：US15925529

申请日：2018-03-19

Applicant: AT&T Intellectual Property I, L.P.

Inventor： Don Green ,  Mazin E. Gilbert ,  David Kapilow ,  Kelley Mantione ,  Sanjay Krishna ,  Wen-Ling Hsu ,  Cheryl Brooks ,  Christopher Rath ,  Tan Xu

IPC: G10L15/08 ,  H04M3/22 ,  H04M3/523 ,  G10L15/06

Abstract: Aspects of the subject disclosure may include an artificial intelligence method of routing customer service interactions which begins with an analysis of a body of historical interactions with customers. By monitoring an interaction between a user and an agent, the user's issue may be determined and a potential resolution resource may be identified. By monitoring an exchange between the user and the resource, the analysis may be updated. Other embodiments are disclosed.