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:
Oct. 13, 2020
Filed:
Dec. 02, 2019
[24]7.ai, Inc., San Jose, CA (US);
[24]7.ai, Inc., San Jose, CA (US);
Abstract
A method and apparatus for providing multimodal interaction assistance to customers seeking assistance from agents of an enterprise is disclosed. The method includes augmenting an ongoing voice interaction between a caller and an automated agent with a speech synchronized web session. A session identifier and contextual information in relation to the speech synchronized web session are stored in a database. A display of an option to interact with a human agent is caused during the ongoing speech synchronized web session. In response to a selection of the option by the caller, a co-browsing of the speech synchronized web session by the caller and the human agent is facilitated. The co-browsing of the speech synchronized web session and the contextual information stored in relation to the speech synchronized web session enable the human agent to provide assistance to the caller.