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

Claim 7:
8. A contact center server (CCS) comprising:
one or more processors; and
a memory coupled to the one or more processors which are configured to execute programmed instructions stored in the memory 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.