Methods and apparatus for use in computer-to-human escalation

Details Methods and apparatus for use in computer-to-human escalation Methods and apparatus for use in computer-to-human escalation

2011-07-19

2011-07-19

Goins, Davetta W (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C455S426200

Reexamination Certificate

active

07983411

ABSTRACT:
A conversational agent receives a textual user message and escalates the user to a live agent if predetermined criteria are met.

REFERENCES:
patent: 5881232 (1999-03-01), Cheng et al.
patent: 6430602 (2002-08-01), Kay et al.
patent: 6513063 (2003-01-01), Julia et al.
patent: 6587558 (2003-07-01), Lo
patent: 6594657 (2003-07-01), Livowsky
patent: 6615240 (2003-09-01), Sullivan et al.
patent: 6643622 (2003-11-01), Stuart et al.
patent: 6643650 (2003-11-01), Slaughter et al.
patent: 6694316 (2004-02-01), Langseth et al.
patent: 6721747 (2004-04-01), Lipkin
patent: 6741980 (2004-05-01), Langseth et al.
patent: 6775660 (2004-08-01), Lin et al.
patent: 6829334 (2004-12-01), Zirngibl et al.
patent: 6829603 (2004-12-01), Chai et al.
patent: 6981256 (2005-12-01), Jawahar et al.
patent: 6996531 (2006-02-01), Korall et al.
patent: 2002/0103917 (2002-08-01), Kay et al.
patent: 2003/0074410 (2003-04-01), Kay et al.
patent: 2003/0131061 (2003-07-01), Newton et al.
patent: 2003/0179876 (2003-09-01), Fox et al.
patent: 2005/0047394 (2005-03-01), Hodson et al.
patent: 2005/0213743 (2005-09-01), Huet et al.
patent: 2006/0230422 (2006-10-01), Kunin et al.
patent: 2001-211437 (2001-08-01), None
patent: 2003188995 (2003-07-01), None
patent: W002/065741 (2002-08-01), None
European Office Action dated Feb. 5, 2010, European Patent Application No. 05732476.6.
Chinese Office Action dated Feb. 12, 2010, Chinese Patent Application No. 200580014713.2.
Response to European Office Action dated Aug. 10, 2010, European Patent Application No. 05732476.6.

Affiliated with

Also associated with

Rating

Methods and apparatus for use in computer-to-human escalation does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Methods and apparatus for use in computer-to-human escalation, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Methods and apparatus for use in computer-to-human escalation will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-2664495