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. 09, 2023
Filed:
Aug. 13, 2021
Verizon Patent and Licensing Inc., Basking Ridge, NJ (US);
Saivivek T. Thiyagarajan, Ashburn, VA (US);
Shoma Chakravarty, Chevy Chase, MD (US);
Sankar Shanmugam, Dayton, NJ (US);
Srinivasa Kaniganti, Frisco, TX (US);
Madhu Talupur, Princeton, NJ (US);
Sathiyamoorthy Dhanapal, Suwanee, GA (US);
Amit Mahajan, Bridgewater, NJ (US);
Nitin Ahuja, Irving, TX (US);
Amar Nageswaram, Irving, TX (US);
Verizon Patent and Licensing Inc., Basking Ridge, NJ (US);
Abstract
A method, device, and computer-readable medium provide for receiving, via a chatbot access channel, a chat message from a user device associated with a customer chat session; determining that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generating one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and approved by a service agent; presenting, via a display, a transcript of a messaging sequence for the customer chat session concurrently with a user interface that enables the service agent to perform an action with respect to the one or more suggested response messages; and sending, via the chatbot access channel, a selected one of the one or more suggested response messages to the user device.