公开(公告)号：US20240311841A1

公开(公告)日：2024-09-19

申请号：US18185125

申请日：2023-03-16

Applicant: Verizon Patent and Licensing Inc.

Inventor： Pradeep Bharthur SHANTHRAJ ,  Prasanna Rajagopal ,  Charles J. Forsythe ,  Sankar Shanmugam ,  Neil Thomas Razzano ,  Rahul Vijaya Rao ,  Ravneet Singh ,  Michael Brimshan ,  Vipul Jha ,  Lakshmi Ramanathan

IPC: G06Q30/016 ,  G06F9/451

CPC classification number: G06Q30/016 ,  G06F9/453

Abstract: In some implementations, a system may receive, from a user device, a support request to setup a support session via a first communication modality. The system may determine an intent associated with the support session. The system may provide, to the user device, information to enable a second communication modality for the support session based on the intent associated with the support session. The system may receive, from the user device, an indication of one or more user interactions during the support session via at least one of the first communication modality or the second communication modality. The system may determine an intent associated with the one or more user interactions. The system may provide, to the user device, one or more responses, based on the intent associated with the one or more user interactions, via the first communication modality and the second communication modality.