| CPC H04L 51/02 (2013.01) [G06F 11/3438 (2013.01); G06F 16/3329 (2019.01); G06F 40/205 (2020.01)] | 20 Claims |
|
1. A method comprising:
tracking one or more movements performed relative to a client interface in a web portal, the one or more movements indicative of contextual information and corresponding to interactions performed by a user in the web portal prior to starting a client-agent chat;
receiving a chat request to initiate the client-agent chat from the client interface after tracking the one or more movements in the web portal;
in response to the chat request, determining a conversation topic based at least in part on the contextual information derived from tracking the one or more movements, wherein at least one movement of the one or more movements is prioritized over a second movement of the one or more movements for determining the conversation topic for the client-agent chat;
automatically populating the client-agent chat with the contextual information based at least in part on the conversation topic by jumping from a first branch of a decision tree algorithm to a second branch of the decision tree algorithm in response to the first branch being automatically populated based on the contextual information, based on populating at least one of a root node or a leaf node of the decision tree algorithm with the contextual information, or based on a combination thereof; and
routing the client-agent chat to an agent assigned to handle chat requests related to the conversation topic, wherein the agent can initiate the client-agent chat at a point sequentially after one or more initial steps that were automatically populated with the contextual information based on the decision tree algorithm.
|