US 12,250,343 B2
Alternate communication options during communication delay
Manoj Kithany, New York, NY (US)
Assigned to LIVEPERSON, INC., New York, NY (US)
Filed by LIVEPERSON, INC., New York, NY (US)
Filed on Feb. 2, 2024, as Appl. No. 18/431,144.
Claims priority of provisional application 63/443,193, filed on Feb. 3, 2023.
Prior Publication US 2024/0267461 A1, Aug. 8, 2024
Int. Cl. H04M 3/493 (2006.01); H04M 3/428 (2006.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01); H04M 3/533 (2006.01)
CPC H04M 3/4936 (2013.01) [H04M 3/4283 (2013.01); H04M 3/5166 (2013.01); H04M 3/5235 (2013.01); H04M 3/5335 (2013.01); H04M 2201/40 (2013.01)] 27 Claims
OG exemplary drawing
 
1. A computer-implemented method comprising:
determining that a trigger condition is met during an ongoing communication session including a user device, wherein the user device is presented with an option to record a message, and wherein determining that the trigger condition is met includes using a recording option machine learning algorithm to process communication outcome data from other users;
receiving a recorded message in response to a record message option provided upon the trigger condition being met, wherein the trigger condition being met corresponds to positive outcomes for the other users;
analyzing the recorded message and determining an intent for the recorded message by processing the recorded message through a natural language processor, and wherein processing includes determining content and inputting the content into an intent analyzer machine learning algorithm to determine the intent; and
providing the recorded message to an agent based on the determined intent, wherein when the agent receives the recorded message, the agent performs a response action after assessing the recorded message, and wherein the likelihood of a positive outcome following the response action is increased using the communication outcome data from the other users.