公开(公告)号：US10750019B1

公开(公告)日：2020-08-18

申请号：US16369298

申请日：2019-03-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Yevgeniy Petrovykh ,  Alex Khodorenko ,  Vadim Fridman ,  Aleksey Kovalenko ,  Andrey Lunin

IPC: H04M3/51 ,  G06F3/0481 ,  G10L15/22 ,  G10L15/30 ,  G10L15/18 ,  G06F40/30 ,  G06F40/279 ,  G10L15/08

Abstract: A system and method for handling interactions of a contact center. A processor of the system monitors a real-time interaction between a contact center agent and a user. The monitoring may include analyzing a first input by the user, and a first response by the contact center agent to the first input. The processor identifies an intent of the user based on monitoring the real-time interaction, and in response to identifying the intent, monitors for a first trigger condition. In response to identifying the first trigger condition, the processor invokes an automated agent for outputting a second response to a second input provided by the user. The first trigger condition may be a command to invoke the automated agent, or deviance by the agent from dialog in a dialog script associated with the identified intent.