Claims:We claim:
1) A live agent chat system using an artificial intelligence comprising of;
a. Registering of the customer in the website;
b. Raising their queries related to products and services offered by the website;
c. Categorizing the customers as per their queries distribution;
d. Saving automatic response in the computer memory for answering similar kind of questions/inquires;
e. Responding to customers through user interface using an artificial intelligence;
Wherein the user interface is a live agent chat messaging system for responding to the customer queries and satisfy their needs.
2) The system as claimed in claim 1, wherein the said system requires computer memory which includes a code for detecting individual customer interaction with the website and determining whether the customer is responded within the certain time period.
3. The system as claimed in claim 1, wherein the said detected customer interaction is comprised of at least one of a chat message from the customer, a request to initiate a chat session, and a predetermined interaction between the customer and the website.
4. The system as claimed in claim 1, wherein the said system with automated response is a predetermined phrase stored in the computer memory relevant to the detected customer interaction.
5. The system as claimed in claim 1, wherein the said system is with the automated response to the customer queries in case of similar customer queries of the customers.
6. The system as claimed in claim 1, wherein the said system is with live agent answers the queries which are not similar with other queries.
, Description:FIELD OF THE INVENTION:
The present invention relates to automated messaging system. The present invention more particularly relates to a live agent chat system using an artificial intelligence.
BACKGROUND OF THE INVENTION:
In order to provide proper customer support and service, companies typically expend a large amount of funds to establish and Support telephone call centers. To minimize customers being placed on hold when they call companies for support or service, call centers must be staffed with a sufficient number of customer Support representatives (also referred to as agents), because each of them can normally only handle a single telephone call at a time. online chat and instant messaging systems provide a less costly alternative to telephone call centers because a customer Support representative may be able to handle multiple conversations (“chats” or “chat sessions'). However, the staffing of agents for backend operations centers required to implement live online chat applications can still be very expensive. Consequently, even though an average agent is now able to handle a few chat sessions simultaneously this solution may still remain fairly expensive. Also, many times a large percentage of the customer queries are similar, if not identical to each other. Using a live agent to repeatedly read and respond to the same set of frequently asked questions is an inefficient use of an agent's time and the center's capacity.
Bots are software that lets a customer interact with a business through messaging. Bots are an increasingly common use of AI in business communications. While some bots operate on their own, many others support and augment a human agent that’s representing the business. Bots provide automated responses based on message analysis using technologies such as natural language understanding (NLU) and intent extraction.
So there is a need for such a live agent chat system which can handle large number of customer queries and use agent’s time and center’s capacity in an effective way.
OBJECTS OF THE INVENTION:
An object of the present invention is to provide a system which can handle large number of customer queries.
Another object of the present invention is to provide a system which can use agent’s time and center’s/organization’s capacity in an effective way.
Other objects and benefits of the present invention will be more apparent from the following description, which is not intended to bind the scope of the present invention.
SUMMARY OF THE INVENTION:
Accordingly, the present invention is a live agent chat system which can handle large number of customer queries is disclosed. The live agent chat system using an artificial intelligence comprising of;
a. Registering of the customer in the website;
b. Raising their queries related to products and services offered by the website;
c. Categorizing the customers as per their queries distribution;
d. Saving automatic response in the computer memory for answering similar kind of questions/inquires;
e. Responding to customers through user interface using an artificial intelligence;
Wherein the user interface is a live agent chat messaging system for responding to the customer queries and satisfy their needs.
DESCRIPTION OF THE DRAWINGS:
Fig 1 is the live agent chat system which can handle large number of customer queries.
DETAILED DESCRIPTION OF THE INVENTION WITH RESPECT TO DRAWINGS:
The present invention is a live agent chat system which can handle large number of customer queries and use agent’s time and center’s capacity in an effective way.
In one embodiment, the present invention is a live agent chat system using an artificial intelligence is disclosed. In present invention, the customer registers in the website through completion of registration procedure and for various enquiries of the customers related to products and services provided by the website, an interaction is necessary in between customer and the representative of the company. The present system identifies the needs of the different customers and if queries are related to same topic, answers are given to the customers through a live agent (chatboat) as categorization process of the mails is carried out.
An automated response is fixed in the computer database for responding similar kind of questions. The automated response system is capable of interacting with the customer through the live agent chat messaging system using an artificial intelligence (AI) system. A user interface is required for live agent to respond to the customer queries and satisfy their needs.
In another embodiment, live chat sessions are monitored by the monitoring system. The live agent chat system using an artificial intelligence comprising of;
f. Registering of the customer in the website;
g. Raising their queries related to products and services offered by the website;
h. Categorizing the customers as per their queries distribution;
i. Saving automatic response in the computer memory for answering similar kind of questions/inquires;
j. Responding to customers through user interface using an artificial intelligence;
Wherein the user interface is a live agent chat messaging system for responding to the customer queries and satisfy their needs.
In another embodiment, The chat session interface also includes a message input field: a message display; and an AI system proposed response display for displaying proposed responses generated by the AI system.
The automated response system is capable of interacting with the customer through the live agent chat messaging system using an artificial intelligence (AI) system. A user interface is required for live agent to respond to the customer queries and satisfy their needs. The computer memory includes a code for detecting individual customer interaction with the website and determining whether the customer is responded within the certain time period. Proposed automated response is a predetermined phrase stored in the computer memory relevant to the detected customer interaction. A propose response selector for allowing the live agent to select at least one of the proposed responses.
In another embodiment, a propose response selector for allowing the live agent to select at least one of the proposed responses. The customer receives a response message from the live agent based on the customer interaction; and send the response message to the customer using the network chat messaging system. The detected customer interaction is comprised of at least one of a chat message from the customer, a request to initiate a chat session, and a predetermined interaction between the customer and the website.

In another embodiment, the system of the present invention provides the proposed response to the live agent, and receive a command from the live agent based on the proposed response, wherein the command comprising at least one of editing the proposed response, and transmitting a live agent response based on the proposed response to the customer.