System and method for managing a dialog between a contact center system and a user thereof

1. A computer-implemented method for managing a dialog between a contact center system and a user thereof, comprising the steps of:

a. hosting a dialog over a communication channel between an automated dialog engine of said contact center and said user thereof, said dialog comprising messages sent between said automated dialog engine and said user in both directions;

b. said automated dialog engine receiving input messages from said user, and determining response messages in response to said inputs;

c. detecting from said messages of said dialog a trigger event matching a rule;

d. in response to detection of said trigger event:

i. providing said agent station with a summary of said dialog; and

ii. providing control of said automated dialog engine to said agent station.

2. The method of claim 1 wherein the summary comprises a transcript of the dialog.

3. The method of claim 1 wherein the summary comprises information obtained from a plurality of data sources based on said dialog.

4. The method of claim 1 , further comprising the step of pausing the provision of response messages by the automated dialog engine following detection of said trigger event.

5. The method of claim 4 , wherein the provision of response messages is paused until an appropriate response message is selected at said agent station.

6. The method of claim 5 , wherein said agent station is provided with a plurality of possible response messages by said automated dialog engine, permitting the selection of an appropriate response message therefrom.

7. The method of claim 5 , wherein said appropriate response message is selected by creation of the message by a user of said agent station.

8. The method of claim 1 , wherein following the detection of said trigger event, the automated dialog engine continues to determine and send response messages autonomously unless a control command is received from said agent station to pause the provision of response messages.

9. The method of claim 1 , wherein the trigger event is determined by a rule matching a condition selected from:

a. determining a keyword in one or more input messages;

b. determining a sentiment in one or more input messages;

c. determining a change in speaking volume or pitch;

d. determining that an input message cannot be properly interpreted;

e. determining that a response message cannot be determined in response to an input message;

f. determining that a confidence level associated with a potential response message is below a predetermined threshold;

g. determining that one or more input messages relate to a topic for which agent intervention has been defined as mandatory;

h. determining that one or more input messages relate to a topic for which agent intervention has been defined as preferable; and

i. determining that agent intervention has been requested by said user of said contact center.

10. The method of any claim 1 , further comprising the automated dialog engine altering the rules according to which response messages are generated, in response to observation of control inputs received from said agent station.

11. A system for managing a dialog between a contact center system and a user thereof, the system comprising:

a processor; and

a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to:

a. operate an automated dialog engine system which engages in a dialog hosted over a communication channel of said contact center with said user thereof, said dialog comprising messages sent between said automated dialog engine system and said user in both directions;

b. accept input messages from said user, and determine response messages in response to said inputs;

c. detect from said messages of said dialog a trigger event matching a rule;

d. in response to detection of said trigger event:

i. provide said agent station with a copy of messages of said dialog; and

ii. provide control of said automated dialog engine to said agent station.

12. The system of claim 11 wherein the summary comprises a transcript of the dialog.

13. The system of claim 11 wherein the summary comprises information obtained from a plurality of data sources based on said dialog.

14. The system of claim 11 , wherein the memory stores instructions that, when executed by the processor, further cause the processor to pause the provision of response messages by the automated dialog engine following detection of said trigger event.

15. The system of claim 14 , wherein the provision of response messages is paused until an appropriate response message is selected at said agent station.

16. The system of claim 15 , wherein said agent station is provided with a plurality of possible response messages by said automated dialog engine, permitting the selection of an appropriate response message therefrom.

17. The system of claim 15 , wherein said appropriate response message is selected by creation of the message by a user of said agent station.

18. The system of claim 11 , wherein following the detection of said trigger event, the automated dialog engine continues to determine and send response messages autonomously unless a control command is received from said agent station to pause the provision of response messages.

19. The system of claim 11 , wherein the trigger event is determined by a rule matching a condition selected from:

a. determining a keyword in one or more input messages;

b. determining a sentiment in one or more input messages;

c. determining a change in speaking volume or pitch;

d. determining that an input message cannot be properly interpreted;

e. determining that a response message cannot be determined in response to an input message;

f. determining that a confidence level associated with a potential response message is below a predetermined threshold;

g. determining that one or more input messages relate to a topic for which agent intervention has been defined as mandatory;

h. determining that one or more input messages relate to a topic for which agent intervention has been defined as preferable; and

i. determining that agent intervention has been requested by said user of said contact center.

20. The system of claim 11 , wherein the automated dialog engine is capable of altering the rules according to which response messages are generated, in response to observation of control inputs received from said agent station.