CPC H04M 3/5175 (2013.01) [G10L 15/26 (2013.01); H04M 3/4936 (2013.01); H04M 2203/403 (2013.01)] | 18 Claims |
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.
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