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

Claim 8:
9. A system comprising:
a computer and a processor; and
a memory storing an application that executed by the processor causes the processor to:
instantiate a session between the computer a customer device;
conduct, 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;
identify a response sought from a user of the customer device;
generate a vocal prompt which seeks to induce the response sought from the user and play 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;
receive a voice response from the customer device;
match the voice response to a corresponding selection from the set of exemplary selections, wherein the selection comprises an inquiry; and
decide whether to route a flow of data 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 route the inquiry based on the deciding.