Method and system for virtual agent session monitoring and barge-in
View Patent ↗An approach is provided for virtual agent session monitoring and barge-in. A platform monitors content of a communication session between a virtual agent and a user and determines whether the content satisfies a pre-defined rule. Further, the platform selectively initiates a barge-in of the communication session by a live agent based on the determination.
1. A method comprising:
monitoring content of a communication session between a virtual agent and a user;
determining with a processor whether the content satisfies a pre-defined rule; and
selectively initiating a barge-in of the communication session by a live agent based on the determination.
2. A method of claim 1 , further comprising:
generating an alert message if the pre-defined rule is satisfied; and
transmitting the alert message to an alert monitor configured to present information about the communication session to the live agent.
3. A method of claim 1 , wherein the communication session is a chat session, and the pre-defined rule specifies presence of a keyword, number of occurrence of the keyword, duration of the communication session, an emoticon, or a combination thereof.
4. A method of claim 3 , wherein the pre-defined rule is based on a service level requirement.
5. A method of claim 1 , further comprising:
detecting that the content includes a question to the virtual agent; and
determining whether the virtual agent can provide an answer to the question from a predetermined set of answers, wherein the pre-defined rule specifies an inability to provide an answer to the question.
6. A method of claim 1 , further comprising:
determining the live agent from a plurality of live agents based on the content of the communication session.
7. An apparatus comprising:
a processor configured to monitor content of a communication session between a virtual agent and a user, to determine whether the content satisfies a pre-defined rule, and to selectively initiate a barge-in of the communication session by a live agent based on the determination.
8. An apparatus of claim 7 , wherein the processor is further configured to generate an alert message if the pre-defined rule is satisfied, the apparatus further comprising:
a communication interface configured to transmit the alert message to an alert monitor configured to present information about the communication session to the live agent.
9. An apparatus of claim 7 , wherein the communication session is a chat session, and the pre-defined rule specifies presence of a keyword, number of occurrence of the keyword, duration of the communication session, an emoticon, or a combination thereof.
10. An apparatus of claim 9 , wherein the pre-defined rule is based on a service level requirement.
11. An apparatus of claim 7 , wherein the processor is further configured to detect that the content includes a question to the virtual agent, and to determine whether the virtual agent can provide an answer to the question from a predetermined set of answers, wherein the pre-defined rule specifies an inability to provide an answer to the question.
12. An apparatus of claim 7 , wherein the processor is further configured to determine the live agent from a plurality of live agents based on the content of the communication session.
13. A system comprising:
a chat interface configured to establish a chat communication session between a virtual agent and a chat application associated with a user;
a monitoring module configured to monitor content of the communication session;
a rules module configured to retrieve a pre-defined rule to determine whether the content satisfies the pre-defined rule; and
a barge-in module configured to selectively initiate a barge-in of the communication session by a live agent based on the determination.
14. A system of claim 13 , further comprising:
an alert monitor configured to present an alert message to the live agent if the pre-defined rule is satisfied.
15. A system of claim 14 , wherein the alert message is presented as part of a real-time dashboard.
16. A system of claim 13 , wherein the pre-defined rule specifies presence of a keyword, number of occurrence of the keyword, duration of the chat communication session, an emoticon, or a combination thereof.
17. A system of claim 16 , wherein the pre-defined rule is based on a service level requirement.
18. A system of claim 13 , wherein monitoring module is further configured to detect that the content includes a question to the virtual agent, and to determine whether the virtual agent can provide an answer to the question from a predetermined set of answers, the predefined rule specifying an inability to provide an answer to the question.
19. A system of claim 13 , further comprising:
an agent selection module configured to determine the live agent from a plurality of live agents based on the content of the communication session.
20. A system of claim 13 , wherein the system is maintained by a service provider, and the chat communication session relates to a service of the service provider.