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

Claim 0:
1. A method comprising:
receiving, by a contact center server (CCS), a natural language input from a customer device associated with a customer as part of a conversation between the customer and a virtual assistant;
identifying, by the CCS, 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;
detecting, by the CCS, one or more escalation conditions based on the natural language input;
pausing, by the CCS, the conversation based on the detected one or more escalation conditions;
outputting, by the CCS, 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;
receiving, by the CCS, 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
resuming, by the CCS, 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.