Patent ID: 9635176
Date: 2017-04-25
CPC Classifications: H04L,H04M

Claim:
1. A system for providing automated assistance, comprising: a display; a processor; a database that stores an automated assistance session in association with a client terminal, the automated assistance session comprising communications between the client terminal and an agent terminal during a communication session; and a memory storing instructions that, when executed by the processor, cause the processor to perform operations including: detecting when the client terminal is unexpectedly disconnected from a network during the communication session; detecting when a network connection is reestablished with the client terminal; restoring the automated assistance session m response to a connection being reestablished with the client terminal via a network; after the automated assistance session is restored, receiving a client communication from the client terminal via the network; determining a plurality of statements based on the received client communication and also based on the communications of the automated assistance session stored in the database before the client terminal was unexpectedly disconnected from the network; and displaying the plurality of statements on the display, each of the plurality of statements configured to be both manually selected by an agent and to be automatically selected by an automated agent; engaging the automated agent for automatically selecting one of the plurality of statements in response to a predetermined condition, wherein the predetermined condition comprises any of an elapse of a predetermined period of time and an inactivity of the agent; and transmitting the one of the plurality of statements to the client terminal in response to being automatically selected by the automated agent.