Is a
Patent attributes
Patent Jurisdiction
Patent Number
Patent Inventor Names
Ian Beaver0
Date of Patent
June 11, 2024
0Patent Application Number
175740470
Date Filed
January 12, 2022
0Patent Citations
...
Patent Primary Examiner
Patent abstract
To allow the human customer service agents to specialize in the instances where human service is preferred, but to scale to the volume of large call centers, systems and methods are provided in which human agents and intelligent virtual assistants (IVAs) co-handle a conversation with a customer. IVAs handle simple or moderate tasks, and human agents are used for those tasks that require or would benefit from human compassion or special handling. Instead of starting the conversation with an IVA and then escalating or passing control of the conversation to a human to complete, the IVAs and human agents work together on a conversation.
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