| 摘要 |
<p>A system for providing integrated self directed and live agent interaction between enterprise users and an enterprise over data networks. An intelligent agent enabled help module having natural language capabilities and available for self directed help information to users over a data network. A live agent represented by enterprise call center resources, having access to said data network. An integration module for providing selective integration of a self directed help session by a user with an intelligent agent enabled help module and/or live agent. A monitoring module for enabling live agent monitoring of user/customer interaction with the system. A method for providing integrated self directed, virtual agent and live agent interaction between customers and enterprises over data networks. User access over a data network to an intelligent agent enabled help module having natural language capabilities is provided. Self directed help activities and interaction between users and the help module is monitored. Activities and/or interaction requiring live agent integration are recognized. Integrating a live agent into an ongoing self directed help session by the user based on the recognition of activities and/or interaction requiring live agent interaction.</p> |
