Patent ID: 11936812
Assignee: KORE.AI, INC.
Field: Telecommunications (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 14:
15. A non-transitory computer-readable medium storing instructions which when executed by a processor, causes the processor to:
receive a natural language input from a customer device associated with a customer as part of a conversation between the customer and a virtual assistant;
identify from the natural language input at least one of: one or more intents or one or more entities and one or more entity values corresponding to the one or more entities;
detect one or more escalation conditions based on the natural language input;
pause the conversation based on the detected one or more escalation conditions;
output a conversation transcript of the conversation and at least one of: the identified one or more intents, the one or more entities, or the one or more entity values to an agent device;
receive from the agent device at least one of: agent-identified-information identified from the natural language input that is unidentified by the virtual assistant or agent-modified-information corresponding to the identified at least one of: the one or more intents, the one or more entities, or the one or more entity values; and
resume the conversation by providing a response to the natural language input based on the received at least one of: the agent-identified-information or the agent-modified-information.