公开(公告)号：US20220400091A1

公开(公告)日：2022-12-15

申请号：US17348225

申请日：2021-06-15

申请人： Genesys Cloud Services, Inc.

发明人： Felix Immanuel Wyss ,  Matthew Jahns

IPC分类号： H04L12/58 ,  H04L29/06

摘要： A method of dynamic prioritization of collaboration between human and virtual agents according to an embodiment includes generating a priority score for a conversation between a human user and a chat bot, wherein the priority score is based on at least a sentiment of the human user and a temporal aspect of the conversation, providing the priority score to a human agent via an interface for monitoring the priority score, transferring control of the conversation from the chat bot to the human agent based on an interaction of the human agent with the interface, and yielding control of the conversation from the human agent back to the chat bot in response to another interaction of the human agent with the interface.

公开(公告)号：US11895061B2

公开(公告)日：2024-02-06

申请号：US17348225

申请日：2021-06-15

申请人： Genesys Cloud Services, Inc.

发明人： Felix Immanuel Wyss ,  Matthew Jahns

IPC分类号： H04L12/24 ,  H04L12/58 ,  H04L29/06 ,  G06F40/35 ,  G06F40/30 ,  H04M3/523 ,  H04L51/02 ,  H04L65/40 ,  H04L65/1083 ,  H04L65/80

CPC分类号： H04L51/02 ,  H04L65/1083 ,  H04L65/40 ,  H04L65/80

摘要： A method of dynamic prioritization of collaboration between human and virtual agents according to an embodiment includes generating a priority score for a conversation between a human user and a chat bot, wherein the priority score is based on at least a sentiment of the human user and a temporal aspect of the conversation, providing the priority score to a human agent via an interface for monitoring the priority score, transferring control of the conversation from the chat bot to the human agent based on an interaction of the human agent with the interface, and yielding control of the conversation from the human agent back to the chat bot in response to another interaction of the human agent with the interface.