System and method for monitoring progress of automated chat conversations

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United States of America Patent

PATENT NO 9866693
SERIAL NO

15149071

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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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.

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Patent Owner(s)

  • GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
LeJeune, Arnaud Chicago, US 11 485
McCrossan, Richard Daly City, US 6 569
O'Donoghue, Steve San Francisco, US 4 414
Ristock, Herbert Willi Artur Walnut Creek, US 134 4052
Segre, Paul Sonoma, US 8 455
Tamblyn, Eric Murphy, US 12 496

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