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:
Jul. 25, 2023
Filed:
Aug. 18, 2020
[24]7.ai, Inc., Campbell, CA (US);
Pallipuram V. Kannan, Los Gatos, CA (US);
[24]7.ai, Inc., Campbell, CA (US);
Abstract
A method and apparatus for providing assistance to customers seeking assistance from agents of an enterprise is disclosed. The method includes receiving a signal indicating the caller's wish to speak with a live agent associated with the enterprise to seek the assistance from the live agent. In response to a receipt of the signal, it is determined whether at least one live agent from among a plurality of live agents associated with the enterprise is available for a voice interaction with the caller. Subsequent to determining that no live agent from among the plurality of live agents is currently available for the voice interaction with the caller, the caller is diverted to an asynchronous messaging channel. A textual messaging-based interaction is facilitated between a messaging agent and the caller on the asynchronous messaging channel to provide the assistance to the caller.