Nuance Communications, Inc.

Callixte Cauchois

Alexandre Lebrun

A Live Chat (LC) system, apparatus, and method combine virtual agent (VA) and LC in a manner enabling a user to receive resolution of a contact request at a reduced cost and enhancing both the user and LC operator's experience. VAs may source response content for easier or more frequent user queries, whereas VAs may transfer a user query to an LC operator whenever a user query becomes too complicated, enabling the LC to source the response content. From the user's point of view, escalation from the VA to the LC operator happens in the very same user screen view used to contact the VA, enhancing the user's experience by providing seamless escalation. Conversation history between the user and the VA or formatted data related thereto may be provided to the LC operator, expediting the LC operator's response time and reducing a number of interactions needed to resolve the user's query.

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Berkeley, CA, United States of America

Callixte Cauchois