Patent ID: 11902467
Assignee: INTRADO CORPORATION
Field: Telecommunications (Electrical engineering)
Classification: CPC H | IPC H

Claim 13:
14. A non-transitory computer readable storage medium configured to store one or more instructions that when executed by a processor cause the processor to perform:
instantiating a session between a computer and a customer device;
conducting, during the session, chatbot functionality which comprises providing auditory and textual exchanges via a conversation between the customer device and the computer via auditory and textual simulation;
identifying a response sought from a user of the customer device;
generating a vocal prompt which seeks to induce the response sought from the user and playing the vocal prompt via the conversation, wherein, when played, the vocal prompt comprises a description of a set of exemplary selections and a request for a response similar to the list of exemplary selections;
receiving a voice response from the customer device;
matching the voice response to a corresponding selection from the set of exemplary selections, wherein the selection comprises an inquiry; and
deciding whether to route a flow of data from the customer device to a human-controlled chatbot or to an automated artificial intelligence (AI) chatbot during the session based on the deciding.