US 12,170,743 B2
Systems and methods for handling customer conversations at a contact center
Rajkumar Koneru, Windermere, FL (US); Prasanna Kumar Arikala Gunalan, Hyderabad (IN); and Rajavardhan Nalluri, Hyderabad (IN)
Assigned to Kore.ai, Inc., Orlando, FL (US)
Filed by Kore.ai, Inc., Orlando, FL (US)
Filed on Feb. 9, 2024, as Appl. No. 18/437,686.
Application 18/437,686 is a continuation of application No. 17/559,606, filed on Dec. 22, 2021, granted, now 11,936,812.
Prior Publication US 2024/0187524 A1, Jun. 6, 2024
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/51 (2006.01); G10L 15/26 (2006.01); H04M 3/493 (2006.01)
CPC H04M 3/5175 (2013.01) [G10L 15/26 (2013.01); H04M 3/4936 (2013.01); H04M 2203/403 (2013.01)] 18 Claims
OG exemplary drawing
 
1. A method comprising:
providing, by a contact center server (CCS), to an agent device a list of conversations between one or more customer devices and a virtual assistant managed by the CCS;
pausing, by the CCS, a conversation from the list of conversations between one of the one or more customer devices and the virtual assistant based on an instruction received from the agent device;
receiving, by the CCS, for the paused conversation from the agent device at least one of: agent-identified-information or agent-modified-information that is unidentified by the virtual assistant;
automatically associating, by the CCS, entity values identified by the virtual assistant in the paused conversation to the received at least one of: the agent-identified-information or the agent-modified-information; and
resuming, by the CCS, the paused conversation based on at least one of: the agent-identified-information or the agent-modified-information; and the associated entity values.