Verizon Patent and Licensing Inc.

Sathiyamoorthy Dhanapal

Sankar Shanmugam

Amit Mahajan

Amar Nageswaram

Saivivek Thiyagarajan

Srinivasa Kaniganti

Madhu Talupur

Nitin Ahuja

Shoma Chakravarty

A method, device, and computer-readable medium provide for receiving, via a chatbot access channel, a chat message from a user device associated with a customer chat session; determining that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generating one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and approved by a service agent; presenting, via a display, a transcript of a messaging sequence for the customer chat session concurrently with a user interface that enables the service agent to perform an action with respect to the one or more suggested response messages; and sending, via the chatbot access channel, a selected one of the one or more suggested response messages to the user device.

Systems and methods for customer service agent-guided chat session digital assistant

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Suwanee, GA, United States of America

Sathiyamoorthy Dhanapal