AUTOMATED ASSISTANCE FOR CUSTOMER CARE CHATS

摘要

A system for providing automated assistance to an agent includes a database that stores an automated assistance session in association with a client terminal. The automated assistance session comprises communications between the client terminal and an agent terminal during a communication session. The automated assistance session is restored in response to a connection being reestablished with the client terminal after the client terminal disconnects during the communication session. A client communication is received from the client terminal, and a plurality of statements is determined based on the client communication and the communications of the automated assistance session stored in the database. The statements are configured to be manually selected by an agent or automatically selected by an automated agent. The automated agent is engaged for automatically selecting one of the statements in response to a predetermined condition.

主权项

1. A system for providing automated assistance, the system comprising:
a display; a processor; a database that stores an automated assistance session in association with a client terminal, the automated assistance session comprising communications between the client terminal and an agent terminal during a communication session; and a memory storing instructions that, when executed by the processor, cause the processor to perform operations including:
restoring the automated assistance session in response to a connection being reestablished with the client terminal via a network after the client terminal disconnects from the network during the communication session;receiving a client communication from the client terminal via the network;determining a plurality of statements based on the client communication and the communications of the automated assistance session stored in the database; anddisplaying the plurality of statements on the display, each of the plurality of statements configured to be manually selected by an agent and further configured to be automatically selected by an automated agent, wherein the processor is configured to engage the automated agent for automatically selecting one of the plurality of statements in response to a predetermined condition, the one of the plurality of statements being transmitted to the client terminal in response to being automatically selected by the automated agent.