13-01-2022 дата публикации
Номер: US20220014627A1
Принадлежит:
A system for providing chat-based customer callbacks, wherein a callback application server transmits prompts and receives requests for customer callbacks, an interaction manager determines agent availability and arranges callback handling, and a session management server initiates callbacks, and methods for providing chat-based customer callbacks using the system of the invention. 1. A system for providing chat-based customer callbacks , comprising:a callback application server comprising a memory and a processor;an interaction manager; determine an intent of a chat request from a user;', 'based on the intent, select a chat bot for communication with the user; and', 'establish a chat session between the user and the selected chat bot;, 'an intent analyzer comprising a first plurality of programming instructions stored in the memory of, and operating on the processor of, the callback application server, wherein the first plurality of programming instructions, when operating on the processor, cause the callback application server to receive a communication from the user;', "determine whether the communication falls within the chat bat's capabilities;", 'where the chat bot determines that the communication does not fall within its abilities, transmit an interactive prompt to the chat session, the interactive prompt comprising an option for the user to request a callback; and', 'direct a callback request to the interaction manager; and, 'the selected chat bot comprising a second plurality of programming instructions stored in the memory of, and operating on the processor of, the callback application server, wherein the second plurality of programming instructions, when operating on the processor, cause the callback application server to determine callback availability for agents in a contact center, the callback availability being based on a status of a current interaction queue at the contact center;', 'select an agent from within the agents in the contact center ...
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