US 12,284,319 B2
Contact center continuous avatar visual experience
David Chavez, Broomfield, CO (US)
Assigned to Avaya Management L.P., Durham, NC (US)
Filed by Avaya Management L.P., Durham, NC (US)
Filed on Apr. 29, 2022, as Appl. No. 17/733,734.
Prior Publication US 2023/0353677 A1, Nov. 2, 2023
Int. Cl. H04M 3/00 (2024.01); H04M 3/493 (2006.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01)
CPC H04M 3/5237 (2013.01) [H04M 3/4936 (2013.01); H04M 3/5175 (2013.01); H04M 2203/404 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system for harmonizing a communication, comprising:
a network interface to a network;
a processor with instructions maintained in a non-transitory memory; and
wherein the processor performs:
generating, by a first artificial agent, a first communication content and transmitting the first communication content, via the network, as a first portion of an interaction with a customer device utilized by a customer and wherein the first communication content comprises substantive content and a first persona;
during the interaction, determining that the first artificial agent is unable to successfully address a work item to be addressed during the interaction and, in response, transferring the interaction to a second agent;
generating, by the second agent, a second communication content as a second portion of the interaction and wherein the second agent generates the second communication content comprising a second persona; and
altering the second communication content to comprise the first persona and transmitting the second communication content, via the network, comprising the first persona to the customer device.