Microsoft Technology Licensing, LLC

Stephen D Klein

Timothy L Kay

Francois Huet

Gray Salmon Norton

Damien Saint Macary

A system and method are provided for escalating a user or customer to a live agent from a conversational agent when predetermined criteria are met. The conversational agent textually converses in so-called natural language interaction and can run on a computer, such as a server. Upon receiving a first query, the conversational agent creates a new case, and interacts with the customer, in an attempt to resolve the case and satisfy the user. The predetermined criteria for escalation may include a determination that the conversational agent is unable to satisfy a computer-to-computer information request. Alternatively, the predetermined criteria may include patterns and/or words associated with frustration, for example, and/or unrecognized query subject matter, high priority queries, for example to increase sales, etc.

Methods and apparatus for use in computer-to-human escalation

A conversational agent receives a textual user message and escalates the user to a live agent if predetermined criteria are met.

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Stephen D Klein