US 11,736,612 B1
Automated chatbot transfer to live agent
Kristin H. Deegan, Sausalito, CA (US); Matthew G. Vanhouten, Moraga, CA (US); Uma Meyyappan, Freemont, CA (US); Jennifer Toby Whateley, Fremont, CA (US); Balinder Singh Mangat, Castro Valley, CA (US); Upul D. Hanwella, San Francisco, CA (US); Kimarie Pike Matthews, Burlingame, CA (US); Maria J. Latorre, Alameda, CA (US); and Scott Edward Pitchford, Danville, CA (US)
Assigned to Wells Fargo Bank, N.A., San Francisco, CA (US)
Filed by Wells Fargo Bank, N.A., San Francisco, CA (US)
Filed on Aug. 24, 2022, as Appl. No. 17/894,317.
Application 17/894,317 is a continuation of application No. 17/302,239, filed on Apr. 28, 2021, granted, now 11,431,850.
Application 17/302,239 is a continuation of application No. 15/933,020, filed on Mar. 22, 2018, granted, now 11,005,997.
Claims priority of provisional application 62/475,681, filed on Mar. 23, 2017.
Int. Cl. G06F 15/16 (2006.01); H04M 3/51 (2006.01); H04L 51/04 (2022.01); H04L 51/02 (2022.01); G06F 40/30 (2020.01); G06F 40/295 (2020.01); H04L 51/52 (2022.01)
CPC H04M 3/5191 (2013.01) [G06F 40/295 (2020.01); G06F 40/30 (2020.01); H04L 51/02 (2013.01); H04L 51/04 (2013.01); H04L 51/52 (2022.05)] 20 Claims
OG exemplary drawing
 
1. A method for routing a digital communication, the method comprising:
receiving, from a network-based service on a first chat page of the network-based service, a first chat message entered into the first chat page of the network-based service, the first chat message posted by a user as part of a chat conversation; the first chat message received, by a routing service, through a callback web address of the routing service provided to the network-based service, the routing service and the network-based service being different services;
determining, by the routing service, that the first chat message is to be sent to an automated chat service, the chat service a different service than the routing service and the network-based service;
responsive to determining that the first chat message is to be sent to the automated chat service, transmitting the first chat message to the automated chat service;
receiving a reply message from the automated chat service, the automated chat service using natural language processing to produce the reply message without human intervention;
posting the reply message to the first chat page;
receiving a second chat message posted by the user as part of the chat conversation, the second chat message entered by the user in the first chat page and received by the routing service through the callback web address, the second chat message entered after the reply message was posted;
responsive to receiving the second chat message determining that the second chat message is to be sent to a live agent service;
responsive to determining that the second chat message is to be sent to a live agent service, sending the second chat message to the live agent service;
receiving a second reply message from the live agent at the live agent service;
posting the second reply message to the first chat page;
receiving a third chat message posted by the user as part of the chat conversation, the third chat message entered by the user in the first chat page and received by the routing service through the callback web address, the third chat message a chat message of the user entered after the second chat message;
responsive to receiving the third chat message determining that the third chat message is to be handled by the chat service;
responsive to determining that the third chat message is to be sent to the automated chat service, transmitting the third chat message to the automated chat service;
receiving a second reply message from the automated chat service; and
posting the reply message to the first chat page.