Is a
Patent attributes
Patent Applicant
Patent Jurisdiction
Patent Number
Patent Inventor Names
Brent Rager0
Date of Patent
November 19, 2019
0Patent Application Number
162356280
Date Filed
December 28, 2018
0Patent Citations Received
0
Patent Primary Examiner
Patent abstract
In a system for managing blended agent and automated chat in a contact center setting, the system includes: a chat orchestration server invoking natural language processing on a received communication, selecting a standardized text communication responsive to the natural-language-processed communication, and transmitting the standardized text communication to an agent device; and a knowledge management server for determining confidence values and populating ranked lists of responsive standardized text communications.
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