Methods and systems for facilitating user-agent interactions using augmented reality (AR) are disclosed. Method includes facilitating interaction between user and agent upon receiving request from user. Method includes receiving AR-based workflow including set of instructions from agent. Method includes receiving viewfinder frame from electronic device associated with user subsequent to initializing AR session in response to executing a first instruction from set of instructions. Method includes iteratively performing plurality of operations till each instruction from set of instructions is executed, plurality of operations includes analyzing viewfinder frame to determine subsequent instruction to be executed from set of instructions. Then, facilitate display of AR image frame. AR image frame is generated based on subsequent instruction. Further, determine execution status of the subsequent instruction by monitoring user while user executes the subsequent instruction. The execution status indicates whether subsequent instruction is successful or unsuccessful. Further, transmit notification indicating execution status to agent.
A method and system for facilitating user conversation with agents using online promotions to improve user experiences is disclosed. The method implemented by a system includes accessing user behavior data of a user from a database associated with the system. Further, the method includes accessing one or more promotional content based, at least in part, on the user behavior data. Further, the method includes determining a need for a conversational promotion based, at least in part, on user behavior data. The conversational promotion enables an interaction between the user and an agent of an enterprise. Upon determining the need for a conversational promotion, the method includes configuring the conversational promotion based, at least in part, on the one or more promotional content. Further, the method includes facilitating a display of the conversational promotion on an electronic device of the user.
A method and system for providing post-interaction assistance to users by intelligent recording and timely retrieval of assistance is disclosed. The method includes receiving an assistance request, the assistance request includes an input corresponding to an object. Further, the method includes accessing one or more augmented content records from a database associated with the system based, at least in part, on the object. The one or more augmented content records include at least one or more assistances corresponding to the object. Further, the method includes generating an augmented visual session based, at least in part, on the one or more augmented content records. Further, the method includes facilitating a display of the augmented visual session on an electronic device associated with a user.
A method and system for providing a user with chat interaction experience within an email is disclosed. A user interaction data corresponding to the user is accessed from one or more interaction sources. At least one persona type of the user is determined from one or more pre-defined persona types based, at least in part, on the user interaction data. A metadata is generated for the user based on the determined at least one persona type of the user. The metadata includes a set of utterances corresponding to a conversational content. An e-mail is generated based, at least in part, on the metadata and a promotional content received from an enterprise server. The e-mail includes a chat widget based on a dynamic hyper-text markup language (HTML). A chat interaction experience is facilitated between the user and an agent within a body of the e-mail based on the chat widget.
A method and system for supplementing a voice call agent interaction with another interaction channel is disclosed. A request is received for a voice call interaction with an agent of an enterprise. The request for the voice call interaction is provided by a customer in relation to a customer concern. A need for supplementing the voice call interaction with another interaction channel is predicted in response to receiving the request. The need for supplementing the voice call interaction is predicted prior to initiating the voice call interaction with the agent. Addition of the another interaction channel to the voice call interaction between the customer and the agent is facilitated based on the predicted need for supplementing the voice call interaction with the another interaction channel. A customer engagement with the agent on the another interaction channel is enabled without re-authentication of the customer on the another interaction channel.
G06F 13/14 - Handling requests for interconnection or transfer
G06F 15/16 - Combinations of two or more digital computers each having at least an arithmetic unit, a program unit and a register, e.g. for a simultaneous processing of several programs
6.
SYSTEM FOR HANDLING MULTI-PARTY INTERACTIONS WITH AGENTS OF AN ENTERPRISE AND METHOD THEREOF
A method and system for handling multi-party interactions with agents of an enterprise is disclosed. A signal indicative of a request for an interaction with an agent of an enterprise is received by a server system. The request for the interaction includes a customer query and a unique identifier associated with a business transaction between a customer and the enterprise. Two or more parties associated with the business transaction are identified by using the unique identifier. The server system assigns one automated agent corresponding to each party from among the two or more parties. Each automated agent is capable of interacting with other assigned automated agents for resolving the customer query. The automated agent assigned to the customer generates a response to the customer query based on at least one interaction between another assigned automated agent and a respective party and provides the response to the customer.
G06F 15/16 - Combinations of two or more digital computers each having at least an arithmetic unit, a program unit and a register, e.g. for a simultaneous processing of several programs
7.
METHOD AND APPARATUS FOR PROVIDING WEB ADVERTISEMENTS TO USERS
A method and apparatus for providing Web advertisements to online users is disclosed. A balanced set of negative data points and positive data points is derived from a log of Ad impressions and used to train a classifier. In response to an Ad request signal, a plurality of Ads is retrieved from a database. The Ad request signal indicates a request to provide an Ad for a slot available on a Web page associated with a website. The signal is provided in relation to an access of the Web page by an online user and includes information related to the online user. A choice of an Ad is predicted based on the information related to the online user and the plurality of Ads. The Ad is provided to a Web server to cause display of the Ad on the slot when the Web page is displayed to the online user.
A method and apparatus for providing multimodal interaction assistance to customers seeking assistance from agents of an enterprise is disclosed. The method includes augmenting an ongoing voice interaction between a caller and an automated agent with a speech synchronized web session. A session identifier and contextual information in relation to the speech synchronized web session are stored in a database. A display of an option to interact with a human agent is caused during the ongoing speech synchronized web session. In response to a selection of the option by the caller, a co-browsing of the speech synchronized web session by the caller and the human agent is facilitated. The co-browsing of the speech synchronized web session and the contextual information stored in relation to the speech synchronized web session enable the human agent to provide assistance to the caller.
A method and apparatus for facilitating training of agents is disclosed. Raw transcripts representing textual form of interactions between the agents and customers of the enterprise are transformed to generate transformed transcripts. An interaction summary is generated in relation to each transformed transcript. A plurality of intent- based interaction clusters are derived using the interaction summary generated in relation to each transformed transcript. The plurality of interactions are classified based on the plurality of intent-based interaction clusters and an interaction flow map is generated for each intent-based interaction cluster based on the interactions classified into the respective intent-based interaction cluster. The generated interaction flow map is capable of facilitating training of agents for interacting with the customers of the enterprise.
A method and apparatus for facilitating management of a digital Ad campaign are disclosed. The method includes causing display of a user interface (UI) to provide options to an advertiser to select one or more demand-side platforms (DSPs) in relation to an Ad campaign. A selection of the one or more DSPs with a selection of a respective frequency capping condition for each DSP is received along with a selection of an overall frequency capping condition. A number of Ad impressions related to the Ad campaign for an online visitor is tracked. At least one DSP is caused to stop display of one or more advertisements to the online visitor for a predefined time period if at least one of the overall frequency capping condition and the respective frequency capping condition associated with the at least one DSP is satisfied based on the tracking of the number of Ad impressions.
A method and apparatus for facilitating a turn-based interaction between a virtual agent and a customer of an enterprise are disclosed. The method includes receiving a conversational input provided by the customer during a turn-based interaction between the customer and the agent. One or more conversational inputs exchanged between the customer and the agent prior to the customer's conversational input are identified by positioning a virtual bounding box of fixed width over textual representation of the turn-based interaction. The conversational input and the one or more conversational inputs configure a set of conversational inputs. At least one context vector representation is generated based on an encoding of the set of conversational inputs. Each word of a virtual agent reply is predicted based on the at least one context vector representation. The virtual agent reply is provided to the customer in response to the conversational input of the customer.
G06F 17/27 - Automatic analysis, e.g. parsing, orthograph correction
G06F 3/0484 - Interaction techniques based on graphical user interfaces [GUI] for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
A method and apparatus for selecting treatment for visitors to online enterprise channels are disclosed. The method includes receiving information related to a visitor and a current activity of the visitor on an online enterprise channel. The information is transformed to generate transformed data and a plurality of features is extracted from the transformed data. Using the plurality of features, it is determined whether a treatment when rendered to the visitor is capable of increasing a likelihood of the visitor performing a desired action during a current visit to the online enterprise channel. The treatment is selected and rendered if it is determined that the treatment is capable of increasing the likelihood of the visitor performing the desired action. No treatment is rendered if it is determined that no treatment from among the plurality of treatments is capable of increasing the likelihood of the visitor performing the desired action.
A method and apparatus for managing agent interactions with customers of an enterprise are disclosed. The method includes generating a value representative of an emotional state of a customer engaged in an ongoing interaction with a virtual agent (VA) associated with the enterprise. The value is generated based, at least in part, on one or more inputs provided by the customer during the ongoing interaction. The value is compared with a predefined emotional threshold range to determine whether the emotional state of the customer is a non-neutral state. The ongoing interaction is deflected to one of a human agent and a specialized VA capable of empathetically handling the ongoing interaction if it is determined that the emotional state of the customer is the non-neutral state.
Method and system for facilitating collaboration among enterprise agents are disclosed. A response provided by a first agent to a first customer is tagged by the first agent. The response is tagged during an interaction between the first agent and the first customer with an intent relevant to the interaction. The tagged response is used as an agent response of a second agent during an ongoing interaction between a second agent and a second customer. The use of the response as an agent response of the second agent is facilitated if at least one intent relevant to the ongoing interaction matches the intent tagged to the response by the first agent.
A method and apparatus for facilitating agent interactions with customers of an enterprise are disclosed. One or more intents corresponding to an input provided by a customer during a conversation with a Virtual Agent (VA) are predicted. A confidence score corresponding to each intent is computed. The confidence score is indicative of an ability of the VA to provide an effective response to the input. The confidence score corresponding to each intent is compared with a predefined threshold score. If the confidence score is less than the predefined threshold score, the conversation is deflected from the VA to a human agent to respond to the input of the customer. The conversation is deflected from the human agent to the VA for a subsequent input if a respective confidence score of at least one intent predicted for the subsequent input is greater than or equal to the predefined threshold score.
G06F 15/18 - in which a program is changed according to experience gained by the computer itself during a complete run; Learning machines (adaptive control systems G05B 13/00;artificial intelligence G06N)
A method and system for authenticating customers on call are disclosed. The method includes providing a notification to a customer on an electronic device associated with the customer. The notification is provided in response to the customer placing a call for seeking an interaction with an agent of an enterprise. The notification is configured to trigger authentication of the customer using an application on the electronic device. A status of the authentication of the customer is received from the application on the electronic device and, if the status of the authentication of the customer is a success, the call is connected to the agent to facilitate the interaction between the customer and the agent.
G06Q 30/06 - Buying, selling or leasing transactions
G06Q 20/40 - Authorisation, e.g. identification of payer or payee, verification of customer or shop credentials; Review and approval of payers, e.g. check of credit lines or negative lists
H04W 4/14 - Short messaging services, e.g. short message service [SMS] or unstructured supplementary service data [USSD]
H04W 4/16 - Communication-related supplementary services, e.g. call-transfer or call-hold
A method and an apparatus for provisioning optimized content to customers are disclosed. The method includes determining at least one attribute associated with a customer active on a web interface associated with an enterprise. A plurality of baseline contents and a plurality of content elements are accessed from a database and at least one baseline content and at least one content element are selected based on the at least one attribute associated with the customer. A customized advertisement is generated using the at least one baseline content and the at least one content element.
A computer-implemented method and an apparatus for facilitating training of conversational agents are disclosed. The method includes automatically extracting a workflow associated with each conversation from among a plurality of conversations between agents and customers of an enterprise. The workflow is extracted, at least in part, by encoding one or more utterances associated with the respective conversation and mapping the encoded one or more utterances to predefined workflow stages. A clustering of the plurality of conversations is performed based on a similarity among respective extracted workflows. The clustering of the plurality of conversations configures a plurality of workflow groups. At least one conversational agent is trained in customer engagement using a set of conversations associated with at least one workflow group from among the plurality of workflow groups.
A computer-implemented method and an apparatus for notifying customers of agent's availability is disclosed. An input indicative of a customer seeking an interaction with an agent of an enterprise is received on a first interaction channel. Subsequent to receiving the input, it is determined whether at least one agent is available for interacting with the customer. If no agent is available for interacting with the customer, a status message including an estimate of a waiting time for the interaction with the agent is provided to the customer. Subsequent to detecting the availability of the agent, a notification is provided to the customer for informing the customer of the availability of the agent. An interaction is facilitated between the customer and the agent subsequent to providing the notification to the customer. The interaction is facilitated on the first interaction channel or a second interaction channel different than the first interaction channel.
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