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. 18, 2020
Filed:
Mar. 29, 2019
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Yevgeniy Petrovykh, Walnut Creek, CA (US);
Alex Khodorenko, Walnut Creek, CA (US);
Vadim Fridman, Pacheco, CA (US);
Aleksey Kovalenko, Burlingame, CA (US);
Andrey Lunin, Saint Petersburg, RU;
Other;
Abstract
A system and method for handling interactions of a contact center. A processor of the system monitors a real-time interaction between a contact center agent and a user. The monitoring may include analyzing a first input by the user, and a first response by the contact center agent to the first input. The processor identifies an intent of the user based on monitoring the real-time interaction, and in response to identifying the intent, monitors for a first trigger condition. In response to identifying the first trigger condition, the processor invokes an automated agent for outputting a second response to a second input provided by the user. The first trigger condition may be a command to invoke the automated agent, or deviance by the agent from dialog in a dialog script associated with the identified intent.