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:
Aug. 14, 2018
Filed:
Feb. 03, 2017
24/7 Customer, Inc., Campbell, CA (US);
Stephen J. Griesmer, Westfield, NJ (US);
James Gordon Beattie, Bergenfield, NJ (US);
Charles Richard Cooke, Elmwood Park, NJ (US);
Monowar Hossain, Middletown, NJ (US);
Steven H. Lewis, Middletown, NJ (US);
Benjamin Rudman, Monsey, NY (US);
[27]7.ai, Inc., San Jose, CA (US);
Abstract
Embodiments of the invention involve providing automated assistance to an agent operating an agent terminal. A database stores an automated assistance session comprising communications between at least one client terminal and at least one agent terminal during a communication session. The automated assistance session is restored in response to a connection being reestablished with the client terminal after the client terminal disconnects during the communication session. A client communication is received from the client terminal, and a plurality of statements is determined based on the client communication and the communications of the automated assistance session stored in the database. The statements are configured to be manually selected by an agent or automatically selected by an automated agent. The automated agent is engaged for automatically selecting one of the statements in response to a predetermined condition.