ARTIFICIAL INTELLIGENCE ASSISTED LIVE AGENT CHAT SYSTEM

摘要

An artificial intelligence (AI)-assisted live agent chat system allows a single live agent to handle an increased number of simultaneous chat sessions by having an AI system handle the bulk of common, repeat questions. The AI system will allow the live agent to focus his or her attention on the few chat sessions needing unique service and will effectively lower the cost of supporting chat sessions. The server-side technology uses an AI-engine as ell as a live agent backend interface for a site to deliver live-agent experience without the customer having to know whether the answer is from the AI system or from the live agent.