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公开(公告)号：US11005997B1
公开(公告)日：2021-05-11
申请号：US15933020
申请日：2018-03-22
发明人： Kristin H. Deegan , Matthew G. Vanhouten , Uma Meyyappan , Jennifer Toby Whateley , Balinder Singh Mangat , Upul D. Hanwella , Kimarie Pike Matthews , Maria J. Latorre , Scott Edward Pitchford
IPC分类号： G06F15/16 , H04M3/51 , H04L12/58 , G06F40/30 , G06F40/295
摘要： Disclosed are methods, systems, and machine-readable mediums which provide for customer chatbots that detect a customer handoff condition and in response, transferring the customer to a communication session with a live agent. The handoff condition may comprise an inability to understand the customer, an inability to answer the customer's question, expressions of frustration or anger on the part of the customer, a customer's express request to be transferred, or the like. The live agent may receive a complete history of the conversation with the chatbot so that the customer does not have to repeat him or herself to the live agent. The chatbot chat session may be linked to a social networking account of the customer and may take place in association with a social networking profile page of the company.
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公开(公告)号：US11431850B1
公开(公告)日：2022-08-30
申请号：US17302239
申请日：2021-04-28
发明人： Kristin H. Deegan , Matthew G. Vanhouten , Uma Meyyappan , Jennifer Toby Whateley , Balinder Singh Mangat , Upul D. Hanwella , Kimarie Pike Matthews , Maria J. Latorre , Scott Edward Pitchford
摘要： Disclosed are methods, systems, and machine-readable mediums which provide for customer chatbots that detect a customer handoff condition and in response, transferring the customer to a communication session with a live agent. The handoff condition may comprise an inability to understand the customer, an inability to answer the customer's question, expressions of frustration or anger on the part of the customer, a customer's express request to be transferred, or the like. The live agent may receive a complete history of the conversation with the chatbot so that the customer does not have to repeat him or herself to the live agent. The chatbot chat session may be linked to a social networking account of the customer and may take place in association with a social networking profile page of the company.
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公开(公告)号：US11736612B1
公开(公告)日：2023-08-22
申请号：US17894317
申请日：2022-08-24
发明人： Kristin H. Deegan , Matthew G. Vanhouten , Uma Meyyappan , Jennifer Toby Whateley , Balinder Singh Mangat , Upul D. Hanwella , Kimarie Pike Matthews , Maria J. Latorre , Scott Edward Pitchford
CPC分类号： H04M3/5191 , G06F40/295 , G06F40/30 , H04L51/02 , H04L51/04 , H04L51/52
摘要： Disclosed are methods, systems, and machine-readable mediums which provide for customer chatbots that detect a customer handoff condition and in response, transferring the customer to a communication session with a live agent. The handoff condition may comprise an inability to understand the customer, an inability to answer the customer's question, expressions of frustration or anger on the part of the customer, a customer's express request to be transferred, or the like. The live agent may receive a complete history of the conversation with the chatbot so that the customer does not have to repeat him or herself to the live agent. The chatbot chat session may be linked to a social networking account of the customer and may take place in association with a social networking profile page of the company.
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公开(公告)号：US11381529B1
公开(公告)日：2022-07-05
申请号：US16719777
申请日：2019-12-18
发明人： Kimarie Pike Matthews , Richard Castanho , Germaine S. Chee , Robin J. Cusimano , Brett D. Ehrlich , Tyua Larsen Fraser , Colleen Reardon Graham , Gregory Scott Hill , James W. Pedersen , Timothy J. Shipman
IPC分类号： H04L51/02 , G06F3/0482 , H04L51/04 , G06F3/04847 , G10L25/63 , G10L15/22 , G10L15/18 , G10L13/00 , G06N20/00 , G06F16/9535 , G06F16/435 , G06F17/00
摘要： Disclosed in some examples are methods, systems, and machine-readable mediums which provide for an agent support application with a plurality of plug-in communication support assistants. Each of the plurality of plug-in communication support assistants monitors communications between the agents and customers for different conversational triggers. Conversational triggers may be any conversation, either by the agent or the customer, that the communication support assistant is trained to detect. Upon detecting one of these conversational triggers, the plug-in communication support assistant provides one or more suggestions to the agent.
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公开(公告)号：US12120269B2
公开(公告)日：2024-10-15
申请号：US18347997
申请日：2023-07-06
发明人： Kristin H. Deegan , Matthew G. Vanhouten , Uma Meyyappan , Jennifer Toby Whateley , Balinder Singh Mangat , Upul D. Hanwella , Kimarie Pike Matthews , Maria J. Latorre , Scott Edward Pitchford
CPC分类号： H04M3/5191 , G06F40/295 , G06F40/30 , H04L51/02 , H04L51/04 , H04L51/52
摘要： Disclosed are methods, systems, and machine-readable mediums which provide for customer chatbots that detect a customer handoff condition and in response, transferring the customer to a communication session with a live agent. The handoff condition may comprise an inability to understand the customer, an inability to answer the customer's question, expressions of frustration or anger on the part of the customer, a customer's express request to be transferred, or the like. The live agent may receive a complete history of the conversation with the chatbot so that the customer does not have to repeat him or herself to the live agent. The chatbot chat session may be linked to a social networking account of the customer and may take place in association with a social networking profile page of the company.
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公开(公告)号：US20240056404A1
公开(公告)日：2024-02-15
申请号：US18493337
申请日：2023-10-24
发明人： Kimarie Pike Matthews , Richard Castanho , Germaine S. Chee , Robin J. Cusimano , Brett D. Ehrlich , Tyua Larsen Fraser , Colleen Reardon Graham , Gregory Scott Hill , James W. Pedersen , Timothy J. Shipman
IPC分类号： H04L51/02 , G06F3/0482 , G06F3/04847 , H04L51/04
CPC分类号： H04L51/02 , G06F3/0482 , G06F3/04847 , H04L51/04 , G10L15/22
摘要： Disclosed in some examples are methods, systems, and machine-readable mediums which provide for an agent support application with a plurality of plug-in communication support assistants. Each of the plurality of plug-in communication support assistants monitors communications between the agents and customers for different conversational triggers. Conversational triggers may be any conversation, either by the agent or the customer, that the communication support assistant is trained to detect. Upon detecting one of these conversational triggers, the plug-in communication support assistant provides one or more suggestions to the agent.
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公开(公告)号：US11824820B1
公开(公告)日：2023-11-21
申请号：US17806387
申请日：2022-06-10
发明人： Kimarie Pike Matthews , Richard Castanho , Germaine S Chee , Robin J. Cusimano , Brett D. Ehrlich , Tyua Larsen Fraser , Colleen Reardon Graham , Gregory Scott Hill , James W. Pedersen , Timothy J. Shipman
IPC分类号： H04L51/02 , G06F3/04847 , G06F3/0482 , H04L51/04 , G06N20/00 , G10L13/00 , G06F16/9535 , G10L25/63 , G06F16/435 , G10L15/18 , G10L15/22 , G06F17/00 , H04L5/04
CPC分类号： H04L51/02 , G06F3/0482 , G06F3/04847 , H04L5/04 , G06F16/437 , G06F16/9535 , G06N20/00 , G10L13/00 , G10L15/1815 , G10L15/22 , G10L25/63
摘要： Disclosed in some examples are methods, systems, and machine-readable mediums which provide for an agent support application with a plurality of plug-in communication support assistants. Each of the plurality of plug-in communication support assistants monitors communications between the agents and customers for different conversational triggers. Conversational triggers may be any conversation, either by the agent or the customer, that the communication support assistant is trained to detect. Upon detecting one of these conversational triggers, the plug-in communication support assistant provides one or more suggestions to the agent.
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公开(公告)号：US20230353675A1
公开(公告)日：2023-11-02
申请号：US18347997
申请日：2023-07-06
发明人： Kristin H. Deegan , Matthew G. Vanhouten , Uma Meyyappan , Jennifer Toby Whateley , Balinder Singh Mangat , Upul D. Hanwella , Kimarie Pike Matthews , Maria J. Latorre , Scott Edward Pitchford
CPC分类号： H04M3/5191 , H04L51/52 , H04L51/04 , H04L51/02 , G06F40/295 , G06F40/30
摘要： Disclosed are methods, systems, and machine-readable mediums which provide for customer chatbots that detect a customer handoff condition and in response, transferring the customer to a communication session with a live agent. The handoff condition may comprise an inability to understand the customer, an inability to answer the customer's question, expressions of frustration or anger on the part of the customer, a customer's express request to be transferred, or the like. The live agent may receive a complete history of the conversation with the chatbot so that the customer does not have to repeat him or herself to the live agent. The chatbot chat session may be linked to a social networking account of the customer and may take place in association with a social networking profile page of the company.
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