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:
May. 11, 2021
Filed:
Mar. 22, 2018
Wells Fargo Bank, N.a., San Francisco, CA (US);
Kristin H. Deegan, Sausalito, CA (US);
Matthew G. Vanhouten, Moraga, CA (US);
Uma Meyyappan, Freemont, CA (US);
Jennifer Toby Whateley, Fremont, CA (US);
Balinder Singh Mangat, Castro Valley, CA (US);
Upul D. Hanwella, San Francisco, CA (US);
Kimarie Pike Matthews, Burlingame, CA (US);
Maria J. Latorre, Alameda, CA (US);
Scott Edward Pitchford, Danville, CA (US);
Wells Fargo Bank, N.A., San Francisco, CA (US);
Abstract
Disclosed are methods, systems, and machine-readable mediums which provide for customer chatbots that detect a customer handoff condition and in response, transferring the customer to a communication session with a live agent. The handoff condition may comprise an inability to understand the customer, an inability to answer the customer's question, expressions of frustration or anger on the part of the customer, a customer's express request to be transferred, or the like. The live agent may receive a complete history of the conversation with the chatbot so that the customer does not have to repeat him or herself to the live agent. The chatbot chat session may be linked to a social networking account of the customer and may take place in association with a social networking profile page of the company.