US Patent 10026092 Learning and automating agent actions

An automated system processes customer requests and interactions with a customer service representative. During such interactions, the representative's actions at a computer interface are monitored, and the dialog between the customer and representative are recorded. Based on the dialog and the actions, a script is created or updated for a given request, where the script encompasses a dialog tree and actions relating to the customer's account. When a subsequent customer submits the same or a comparable request, an automated agent utilizes the script to handle the request. Using the script, the automated agent performs a dialog with the customer, accesses the customer account, and updates the account in accordance with the request.