Patent EP-3891972-A1 (EP)
Inventor: CINELLI ANDREA
IPC: H04M3/51
Filed: 2019-12-03
Abstract: A computer-implemented method is described for remote interaction between a user (7) and an automated agent (5) and for remote interaction between the user and a human operator (6). The method comprises a) bidirectionally connecting a user's electronic device (10) with the automated agent (5) by means of a data communication channel through a telecommunications network (4) comprising a server device (2); b) configuring in real time the user's electronic device to perform a step of an interaction process, wherein the interaction process is partially implemented by means of a first plurality of steps executed by means of the interaction between the user's electronic device (10) and the automated agent (5) through the data communication channel of the telecommunications network; c) configuring in real time the automated agent (5) to execute said step of the interaction process; d) executing said step of the first plurality by means of exchanging, between the user's electronic device and the automated agent, text messages of an online chat and/or by means of exchanging audio/audio-video messages of an audio/audio-video online chat, wherein the text and/or audio/audio-video messages are carried through said telecommunications network, said step comprising acquiring information representative of the identity of a user (7) of the user's electronic device (10); e) verifying, by means of the automated agent (5), whether the step of the first plurality has been executed correctly by means of the user's electronic device; f) in case of positive verification, approving by means of the automated agent (5) the step of the first plurality and repeating c), d), e), f) for a further step of the first plurality of steps; g) in case of negative verification, repeating the execution of the step of the first plurality of steps of the interaction process and returning to e), till completing the execution of the first plurality of steps with positive verifications; h) generating at the server device (2), as a function of the acquired information representative of the user's identity, a reference profile of digital identity associated with the user (7) of the user's electronic device (10); i) storing, into a non-volatile memory (8) of the server device (2), said user's digital identity reference profile; j) bidirectionally connecting the user's electronic device (10) to the electronic operator device (3) by means of a data communication channel through the telecommunications network; k) configuring in real time the user's electronic device to execute a step of the interaction process, wherein the interaction process is further implemented by means of a second plurality of steps subsequent to the first plurality of steps and executed by means of the interaction between the user's electronic device (10) and the electronic operator device (3) through the data communication channel; l) configuring in real time the electronic operator device (3) to execute said step of the interaction process; m) executing said step of the second plurality by means of exchanging, between the user's electronic device and the electronic operator device, text messages of an online chat and/or by means of exchanging of audio/audio-video messages of an audio/audio- video online chat, wherein the text and/or audio/audio-video messages are carried through said telecommunications network; n) analysing, by means of the electronic operator device (3), at least a part of the user's digital identity reference profile; o) in case of a positive analysis, approving by means of the electronic operator device (3) the step of the second plurality and repeating l), m), n), o) for a further step of the second plurality of steps; p) in case of a negative analysis, repeating the execution of the step of the second plurality of steps of the interaction process and returning to n), till completing the execution of the second plurality of steps with positive verifications.