The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jun. 19, 2018
Filed:
Oct. 20, 2016
Avaya Inc, Santa Clara, CA (US);
David Skiba, Golden, CO (US);
Reinhard Klemm, Basking Ridge, NJ (US);
Patrick Tendick, Basking Ridge, NJ (US);
George W. Erhart, Loveland, CO (US);
Wen-Hua Ju, Monmouth Junction, NJ (US);
Avaya Inc., Santa Clara, CA (US);
Abstract
Text-based automated customer service agents provide an attractive contact center interaction for may customer-agent communications. However, the 'say anything' nature of text may result in additional problems not encountered in prompted interactions. A single misunderstanding or error may cause an automated communication to fail, however, by providing micro-tasks to a human agent, an automated communication may be maintained longer with benefit of a human agent's input. A lack of progress towards completion of a work item may cause the communication to be routed to a human agent and/or a different channel (e.g., voice, email, etc.). Accordingly, a micro-task or an opt-out operation may be provided to maintain the communication with an automated agent for as long as possible but yet provide improved customer service when necessary.