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 2:
2. The method of claim 1 , wherein the request is a first request by a first customer, and further comprising: parsing a second request by a second customer to identify key words of the second request; comparing the key words against the database to locate an existing script for the second request; in response to locating the existing script for the second request in the database: retrieving the existing script from the database, and executing the existing script by 1) conducting an automated dialog with the second customer based on the script, and 2) performing at least one action on the second customer's account based on the script; and in response to failing to locate the existing script for the second request: forwarding the second request to the agent, parsing a dialog between the second customer and an agent; monitoring operations taken by the agent at the computer terminal during occurrence of the dialog; identifying a second intent based on at least one of the key words, dialog and monitored operations associated with the second customer, the second intent indicating an objective of the second request; generating a second script based on the dialog and the monitored operations, the second script including 1) a second dialog tree between the subsequent customer and the automated agent, and 2) instructions 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 second dialog tree; and updating the database to incorporate the second script and the second intent.