Methods and apparatus for use in computer-to-human escalation
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United States of America Patent
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Sep 25, 2012
Grant Date -
Sep 29, 2011
app pub date -
Jun 9, 2011
filing date -
Mar 26, 2004
priority date (Note) -
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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.
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