US 11,902,467 B1
System and method of directed flow interactive chat
Prabhat Dahal, Omaha, NE (US); Geoff Finch, Omaha, NE (US); Steven Heithoff, Elkhorn, NE (US); Mike Lindner, Omaha, NE (US); Sarath Ravindran, Omaha, NE (US); and Mayank Sawala, Omaha, NE (US)
Assigned to INTRADO CORPORATION, Omaha, NE (US)
Filed by West Corporation, Omaha, NE (US)
Filed on Nov. 9, 2018, as Appl. No. 16/185,839.
Int. Cl. H04M 3/51 (2006.01); H04M 3/523 (2006.01)
CPC H04M 3/5166 (2013.01) [H04M 3/5235 (2013.01)] 17 Claims
OG exemplary drawing
 
1. A method comprising:
instantiating, via a computer, a session with a customer device;
conducting, during the session, chatbot functionality which comprises providing auditory and textual exchanges via a conversation between the customer device and the computer via auditory and textual simulation;
identifying a response sought from a user of the customer device;
generating a vocal prompt which seeks to induce the response sought from the user and playing the vocal prompt via the conversation, wherein, when played, the vocal prompt comprises a description of a set of exemplary selections and a request for a response similar to the set of exemplary selections;
receiving, via the computer, a voice response from the customer device;
matching, via the computer, the voice response to a corresponding selection from the set of exemplary selections, wherein the selection comprises an inquiry; and
deciding, via the computer, whether to route a flow of chat from the customer device to a human-controlled chatbot or to an automated artificial intelligence (AI) chatbot during the session based on the selection and routing the inquiry based on the deciding.