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:
Dec. 04, 2018
Filed:
Jan. 27, 2017
International Business Machines Corporation, Armonk, NY (US);
Arnon Amir, San Jose, CA (US);
Nimrod Megiddo, Palo Alto, CA (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
The present invention provides a method, system, and computer program product of managing telephone interactions of a user and an agent. In an embodiment, the present invention includes determining when a user telecommunications device is no longer in an on-hold state based on electronic signals transmitted from an agent telecommunications device, in response to the determining, receiving speech of an agent from the agent telecommunications device, in response to the receiving, transmitting an alert message to the user telecommunications device, in response to the receiving, monitoring for at least one indication that the user is about to speak with the agent, in response to the monitoring not resulting in the at least one indication, transmitting at least one utterance corresponding to the user to the agent telecommunications device, and in response to the monitoring resulting in the at least one indication, conducting a smooth transition to the user.