Claims:We claim:
1) The system for customer service operations using artificial intelligence comprising of;
a. Analyzing unit for analyzing customer interaction with the website;
b. Analyzing whether automated response system responded to the customer interaction or not;
c. Intimating the living agent about disabling of the automated response system;
d. Sending customer message using the network chat messaging system.

2) The system as claimed in claim 1, wherein the said system is a computer interface is disclosed for a live agent to interact with a plurality of customers through a network chat messaging system having an artificial intelligence (AI) system for interacting with each customer in the plurality of customers that includes a list of live chat sessions being monitored by the live agent, the list comprising a chat session status indicator; and a chat session interface for monitoring the AI system and interacting with at least one customer in the plurality of customers.
3)The system as claimed in claim 1, wherein the said chat session interface includes a live agent message input field: a live agent message display; and an AI system proposed response display for displaying proposed responses generated by the AI system.
, Description:FIELD OF THE INVENTION:
The present invention relates to an automated messaging system. The present invention more particularly relates to an artificial intelligence assisted system for customer service using live agent chat system.
BACKGROUND OF THE INVENTION:
For providing proper customer support and service, companies typically expend a large amount of funds to establish and support telephone call centers. when customers call companies for support or service for minimizing customers being placed on hold, 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.
Technical solutions such as 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 through chats. However, the staffing of agents for backend operations centers required to implement live online chat applications can still be very expensive. So 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.
So there is a need for a system for customer service operations using artificial intelligence which can handle all the tasks effectively and can save agent’s time and the center’s capacity.
OBJECTS OF THE INVENTION:
An object of the present invention is to provide a system for customer service operations using artificial intelligence which can handle all the tasks effectively and can save agent’s time and the center’s capacity.
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, a system for customer service operations using artificial intelligence is disclosed. The system for customer service operations using artificial intelligence comprising of; Analyzing unit for analyzing customer interaction with the website; Analyzing whether automated response system responded to the customer interaction or not; Intimating the living agent about disabling of the automated response system; Sending customer message using the network chat messaging system.
DESCRIPTION OF THE DRAWINGS:
Fig 1 is the system for customer service operations using artificial intelligence.
DETAILED DESCRIPTION OF THE INVENTION:
The present invention helps to offer greatly improved and intuitive customer support by answering customer queries pertaining to all aspects of the services.
In one embodiment, the present invention assists live agents in interacting with customer inquiries through a network chat messaging system for a website that includes detecting a customer interaction with the website, determining whether an automated response system is enabled to respond to the customer interaction, the automated response system being capable of interacting with the customer through the network chat messaging system using an artificial intelligence (AI) system; and, notifying the live agent regarding the customer interaction upon determining the automated response system is disabled.
The system of the present invention has various preset questions that pop up when the user starts typing. If there's no matching question, the user can type the entire phrase and press enter. The system of the present invention then suggests various other questions that may be related to the query. If the user doesn't find relevant information, they can leave feedback and even down vote the suggestions. The system can direct the user to the page where the query can be resolved. It also provides link of the page to the user.
In one embodiment, the system of the present invention is Voice-Enabled– The AI chatbot and is enabled with voice processing that makes it easier for the users to ask their queries. All one needs to do is tap the mic option and speak the basic words from the query for example ‘online package booking’, or ‘tour package’ and so on. The chatbot will show related results from which you can choose and select.
In another embodiment, Query Prediction makes the query/solution process time-effective. Once you start typing your query, with its incorporated AI, starts showing related queries from all aspects of services offered by the website. The user can either select the query form the screen or type full query if not displayed by the chatbot.
The system of the present invention provides Round-the-clock customer support. The assistance offered by system is not time-bound which means that the user can ask queries to the chatbot round-the-clock. The system of the present invention offers assistance for each and everything like mode of online payments. The system offers instant solutions and effective which makes it easy for the user to get queries resolved within seconds. The system of the present invention has integrated a list of important and common questions with adequate answers in the chatbot. This process of updating will continue as the system of the present invention will receive queries other than the integrated ones. The present invention provides Seamless service and assistance. All the above-mentioned features of the present system chatbot enable it to provide the users with seamless assistance. The most important and crucial benefit of the AI chatbot is that regardless of the heavy traffic it does not lag. The progressive structure and ability to multitask make the system of the present invention robust and beneficial for users.
In another embodiment, a computer interface is disclosed for a live agent to interact with a plurality of customers through a network chat messaging system having an artificial intelligence (AI) system for interacting with each customer in the plurality of customers that includes a list of live chat sessions being monitored by the live agent, the list comprising a chat session status indicator; and a chat session interface for monitoring the AI system and interacting with at least one customer in the plurality of customers. The chat session interface also includes a live agent message input field: a live agent message display; and an AI system proposed response display for displaying proposed responses generated by the AI system.
The computer program product includes a computer readable medium having codes executable to detect a customer interaction with the website; determine whether an automated response system is enabled to respond to the customer interaction, the automated response system being capable of interacting with the customer through the network chat messaging system using an artificial intelligence (AI) system; and, notify the live agent regarding the customer interaction upon determining the automated response system is disabled.
In another embodiment, the system for customer service operations using artificial intelligence comprising of;
a. Analyzing unit for analyzing customer interaction with the website;
b. Analyzing whether automated response system responded to the customer interaction or not;
c. Intimating the living agent about disabling of the automated response system;
d. Sending customer message using the network chat messaging system.

In one embodiment, 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. The AI system comprises a database and performing a search in the database to determine a proposed response to the customer interaction. If live agent has to respond, a command is received 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. The automatic response system is disabled based on a match with a predetermined condition during the search of the database. The proposed response is a predetermined phrase relevant to the detected customer interaction.
In another embodiment, the chat session status indicator comprises at least one of an attention needed status, a fully-automated status, and a timer measuring the elapsed time of an interaction between the customer and the live agent and an alert system for alerting the live agent when input from the live agent is needed during an interaction with a customer. An AI system toggle for manipulating an operation of the AI system from a full automated response mode, wherein the AI system will interact with a customer without the intervention of the live agent, to a manual response mode, wherein the live agent will participate in an interaction with the customer. Proposed responses are generated by the AI system using a search of a database for matches based on a customer input and a propose response selector for allowing the live agent to select at least one of the proposed responses.