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

Claim 0:
1. A method comprising:
instantiating, via a computer, a session with 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 set of exemplary selections;
receiving, via the computer, a voice response from the customer device;
matching, via the computer, the voice response to a corresponding selection from the set of exemplary selections, wherein the selection comprises an inquiry; and
deciding, via the computer, whether to route a flow of chat from the customer device to a human-controlled chatbot or to an automated artificial intelligence (AI) chatbot during the session based on the selection and routing the inquiry based on the deciding.