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

Claim 9:
10. The CCS of claim 8, wherein the one or more escalation conditions include at least one of: an escalation intent in the natural language input, detecting a negative sentiment in the natural language input, account type of the customer, a customer preference in the natural language input to communicate with a human agent, the CCS unable to identify an intent from the natural language input; a frequency of natural language inputs from the customer device is greater than a threshold; a recent natural language input from the customer device is a repeat of an earlier natural language input from the customer device; the customer providing at least one correction; the customer providing digression; or a number of error responses output by the CCS to the customer device is greater than a threshold.