Automated assistance for customer care chats

摘要

An apparatus provides automated assistance to an agent. The apparatus includes a receiver that receives a client communication from a client terminal via a network. A processor processes the client communication and determines a plurality of agent statements based on the client communication. The plurality of agent statements is displayed on a display. An input receives an agent communication from the agent. The agent communication is selected from a custom statement input by the agent and one of the plurality of agent statements selected by the agent. A transmitter transmits the agent communication to the client terminal via the network.

主权项

1. An apparatus for providing automated assistance to an agent, the apparatus comprising:
a display; a processor; a database storing previous agent communications, the previous agent communications being between the agent and at least one client in past communication sessions; and a memory storing instructions that, when executed by the processor, cause the processor to perform operations including:
receiving a client communication from a client terminal via a network;processing the client communication and determining a plurality of agent statements based on the client communication and the previous agent communications stored in the database, the plurality of agent statements being determined as predicted inquiries and replies to the client communication;displaying the plurality of agent statements on the display, each of the plurality of agent statements configured to be manually selected and customized by the agent, each of the plurality of agent statements further configured to be automatically selected by an automated agent;receiving a selection of one of the plurality of agent statements that is manually selected by the agent or automatically selected by the automated agent; andtransmitting the one of the plurality of agent statements to the client terminal via the network, wherein the processor is configured to engage the automated agent for automatically selecting the one of the plurality of agent statements in response to an activity of the agent, and the automated agent is configured to automatically select the one of the plurality of agent statements based on a frequency of use of the one of the plurality of agent statements.