US 12,143,534 B2
Chat bot asynchronous agent escalation
Navin Naidu, Dublin, CA (US); Phani Ram Sayapaneni, Sunnyvale, CA (US); Ashish Kumar Vishwakarma, Navi Mumbai (IN); Venkata Naga Vamsi Krishna Nandanavanam, Newark, CA (US); and Shankar Bhargava, Santa Clara, CA (US)
Assigned to WALMART APOLLO, LLC, Bentonville, AR (US)
Filed by Walmart Apollo, LLC, Bentonville, AR (US)
Filed on Jan. 31, 2022, as Appl. No. 17/589,312.
Application 17/589,312 is a continuation in part of application No. 17/152,671, filed on Jan. 19, 2021, granted, now 11,496,421.
Prior Publication US 2022/0232126 A1, Jul. 21, 2022
Int. Cl. H04L 51/02 (2022.01); H04L 51/046 (2022.01); H04M 3/523 (2006.01)
CPC H04M 3/523 (2013.01) [H04L 51/02 (2013.01); H04L 51/046 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system comprising:
one or more processors; and
one or more non-transitory computer-readable media storing computing instructions that, when executed on the one or more processors, cause the one or more processors to perform:
receiving, by a chat bot and from a user, an indication to talk to a live agent, wherein the indication comprises a plurality of incoming messages from the user in an asynchronous manner via a computing device;
determining that the user is an asynchronous user based on at least a user identity for the user;
identifying whether each message of the plurality of incoming messages received from the user is associated with a first request from the user;
adding each message associated with the first request received from the user into an incoming message queue;
extracting, from the incoming message queue, each message of the incoming messages associated with the first request from the user;
aggregating, using a message exchanger, each message associated with the first request from the user into aggregated messages; and
transmitting the aggregated messages associated with the first request of the user synchronously to the chat bot;
calling, by the chat bot, an automatic call distribution server to initiate a live-agent session for the user, wherein the automatic call distribution server is configured to initiate multiple live-agent sessions asynchronously multiple users, and wherein the multiple live-agent sessions comprise the live-agent session and the multiple users comprise the user;
storing metadata for the live-agent session in a distributed table and a distributed queue;
pulling, from an automatic call distribution connector, one or more messages from a conversation between the user and the chat bot based on the metadata stored in the distributed table and the distributed queue, wherein the conversation is associated with the first request of the user; and
continuing the conversation by connecting the live agent to the user in the live-agent session using the automatic call distribution connector, wherein the user communicates with the live agent in the live-agent session through a same interface for the chat bot.