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:
Mar. 06, 2018
Filed:
Jun. 09, 2016
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Paul Segre, Sonoma, CA (US);
Eric Tamblyn, Murphy, TX (US);
Herbert Willi Artur Ristock, Walnut Creek, CA (US);
Arnaud LeJeune, Chicago, IL (US);
Richard McCrossan, Lisburn, GB;
Steve O'Donoghue, San Francisco, CA (US);
GENESYS TELECOMMUNICATIONS LABORATORIES, INC., Daly City, CA (US);
Abstract
In a system for managing chat automation, the system includes: a processor; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive a signal indicating a communication is being initiated by an end user operating an end user device; receive information from the end user device regarding the communication; select a conversation path based on the information regarding the communication; invoke an automated chat resource for engaging in a chat communication session with the end user device, wherein the automated chat resource is configured to follow the conversation path during the chat communication session; monitor confidence levels of automated chat responses during the chat communication session; and redirect the chat communication session to a second conversation path in response to at least one of the confidence levels falling below a threshold level.