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公开(公告)号：US11785141B1
公开(公告)日：2023-10-10
申请号：US17720927
申请日：2022-04-14
发明人： Philip Ryan Jensen , Everett Russell Freeman James , James Shamlin , Sheryl Lane Niemann , Shanna Limas , Samir Hojat
CPC分类号： H04M3/4936 , G10L15/08 , H04M3/5183 , H04M3/5233 , G10L2015/088
摘要： Methods, systems, and apparatus, including computer programs encoded on computer storage media, for determining a transfer option for transferring a call. One of the methods include receiving, by a call assistant engine, a keyword related to information provided by a user to an agent during a call; generating, by the call assistant engine, follow-up questions to be displayed on a user device of the agent in an interactive format, the first follow-up question being generated based on the keyword, each of the following follow-up questions being generated based on an answer of the agent to the previous question; and determining, by the call assistant engine, based on answers of the agent to the follow-up questions, a transfer option for transferring the call.
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公开(公告)号：US11343377B1
公开(公告)日：2022-05-24
申请号：US16251683
申请日：2019-01-18
发明人： Philip Ryan Jensen , Everett Russell Freeman James , James Shamlin , Sheryl Lane Niemann , Shanna Limas , Samir Hojat
摘要： Methods, systems, and apparatus, including computer programs encoded on computer storage media, for determining a transfer option for transferring a call. One of the methods include receiving, by a call assistant engine, a keyword related to information provided by a user to an agent during a call; generating, by the call assistant engine, follow-up questions to be displayed on a user device of the agent in an interactive format, the first follow-up question being generated based on the keyword, each of the following follow-up questions being generated based on an answer of the agent to the previous question; and determining, by the call assistant engine, based on answers of the agent to the follow-up questions, a transfer option for transferring the call.
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