公开(公告)号：US20180124245A1

公开(公告)日：2018-05-03

申请号：US15860098

申请日：2018-01-02

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

Inventor： REUBEN KLEIN ,  Mazin E. Gilbert

IPC: H04M3/51 ,  H04L12/58 ,  H04L29/08 ,  G10L15/08 ,  G10L15/26

CPC classification number: G10L15/26 ,  H04L12/1827 ,  H04L12/1831 ,  H04L51/02 ,  H04L67/02 ,  H04L67/10 ,  H04L67/14 ,  H04L67/42 ,  H04M3/5166 ,  H04M3/5175 ,  H04M2203/401 ,  H04M2203/551 ,  H04M2203/555

Abstract: A live service agent is associated to a first service session, where the first service session facilitates a communication exchange associated with a user inquiry between user equipment and a first service resource. The first service session remains uninterrupted by the associating of the live service agent. A verbal exchange of the communication exchange between the user equipment and the live service agent is recorded in response to the associating of the live service agent, and a number of keywords are identified. To the extent that the verbal exchange yields a satisfactory response to the user inquiry and that the recording is dissimilar to other recordings of a solution database, the recording is stored in the solution database. Other embodiments are disclosed.

公开(公告)号：US20180131808A1

公开(公告)日：2018-05-10

申请号：US15860066

申请日：2018-01-02

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

Inventor： REUBEN KLEIN ,  Mazin E. Gilbert

IPC: H04M3/51 ,  H04L12/58

CPC classification number: H04M3/5191 ,  H04L12/1827 ,  H04L51/02 ,  H04M3/5141 ,  H04M3/5166 ,  H04M3/5175 ,  H04M7/1295

Abstract: A first service session is facilitated via a packet switched network, wherein user equipment participates in a first interactive communication exchange with a first agent via a first interaction mode, wherein the first interactive communication exchange is based on a user inquiry. The first interactive communication exchange is monitored and a determination is made that a consultation service would facilitate resolution of the user inquiry. A service resource is associated with the first service session responsive to the determining that the consultation service would facilitate the resolution, wherein the service resource provides consultation to the first agent via a second interaction mode of the plurality of interaction modes, without exposing the consultation to the user equipment, and wherein the consultation elevates an experience level employed in the first service session towards resolution of the user inquiry. Other embodiments are disclosed.