Patent Document ID: 10026092
Application ID: 15373879

Base Claim:
1. A method of processing customer requests, comprising: parsing a request by a customer to identify key words of the request; parsing a dialog between the customer and an agent; monitoring operations taken by the agent at a computer terminal during occurrence of the dialog; identifying an intent based on at least one of the key words, dialog and monitored operations, the intent indicating an objective of the request; generating a script based on the dialog and the monitored operations, the script including 1) a dialog tree between a subsequent customer and an automated agent, and 2) instructions for the agent to perform at least one action on the subsequent customer's account, the at least one action being coupled to at least one node of the dialog tree; and updating a database to incorporate the script and the intent.

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Claim 7:
7. The method of claim 1 , wherein monitoring the operations includes monitoring use of a user input device by the agent, the user input device including at least one of a keyboard, mouse, touchscreen, and voice interface.