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:
Sep. 25, 2012
Filed:
Jun. 09, 2011
Francois Huet, Santa Cruz, CA (US);
Damien Saint Macary, Mountain View, CA (US);
Gray Salmon Norton, Portola Valley, CA (US);
Stephen D. Klein, New York, NY (US);
Timothy Kay, Los Altos, CA (US);
Francois Huet, Santa Cruz, CA (US);
Damien Saint Macary, Mountain View, CA (US);
Gray Salmon Norton, Portola Valley, CA (US);
Stephen D. Klein, New York, NY (US);
Timothy Kay, Los Altos, CA (US);
Microsoft Corporation, Redmond, WA (US);
Abstract
A system and method are provided for escalating a user or customer to a live agent from a conversational agent when predetermined criteria are met. The conversational agent textually converses in so-called natural language interaction and can run on a computer, such as a server. Upon receiving a first query, the conversational agent creates a new case, and interacts with the customer, in an attempt to resolve the case and satisfy the user. The predetermined criteria for escalation may include a determination that the conversational agent is unable to satisfy a computer-to-computer information request. Alternatively, the predetermined criteria may include patterns and/or words associated with frustration, for example, and/or unrecognized query subject matter, high priority queries, for example to increase sales, etc.