Wells Fargo Bank, N.a.

Kristin Deegan

Uma Meyyappan

Balinder Singh Mangat

Upul D Hanwella

Kimarie Pike Matthews

Jennifer Toby Whateley

Maria J Latorre

Scott Edward Pitchford

Matthew G Vanhouten

Katherine Joan McGee

Karen Ann Yu

Robert M Caccia

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.

Automated chatbot transfer to live agent

A computer-implemented method for scheduling an appointment between a user and a resource of a financial institution that includes receiving, at a first computing system associated with the financial institution, a plurality of user preferences regarding the appointment from a user. The user preferences may be received while the user is using a second computing system to conduct a network-based session with the first computing system. The method includes, identifying, by a rules engine, at least one representative of the financial institution based on the user preferences received from the user and scheduling the appointment between the user and the representative based on the identification of the representative.

Computerized appointment scheduling system and method

Growing community of inventors

Charlotte, NC, United States of America

Kristin Deegan