Patent ID: 11895061
Assignee: GENESYS CLOUD SERVICES, INC.
Field: Digital communication (Electrical engineering)
Classification: CPC H | IPC G  H

Claim 0:
1. A method of dynamic prioritization of collaboration between human and virtual agents, the method comprising:
generating a priority score for a conversation between a human user and a chat bot, wherein the priority score is based on at least a first metric associated with a real-time sentiment of the human user and a second metric associated with a real-time response wait time of the human user in the conversation, wherein the second metric is calculated as a message rate of the conversation multiplied by a current wait time of the human user in the conversation;
providing the priority score to a human agent via an interface for monitoring the priority score;
transferring control of the conversation from the chat bot to the human agent based on an interaction of the human agent with the interface; and
yielding control of the conversation from the human agent back to the chat bot in response to another interaction of the human agent with the interface.