Is a
Patent attributes
Patent Applicant
Current Assignee
Patent Jurisdiction
Patent Number
Date of Patent
May 4, 2021
Patent Application Number
16889953
Date Filed
June 2, 2020
Patent Citations
Patent Citations Received
Patent Primary Examiner
Patent abstract
When a caller initiates an interaction with an interactive voice response (“IVR”) system, the caller may be transferred to a live agent. Apparatus and methods are provided for integrating automated tools into the interaction after the caller been transferred to the agent. The agent may determine which AI responses are appropriate for the caller. AI may be leveraged to suggest responses for both caller and agent while they are interacting with each other. Such human-computer interaction may shorten response time of human agents and improve efficiency of IVR systems.
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