公开(公告)号：US11763318B2

公开(公告)日：2023-09-19

申请号：US17392866

申请日：2021-08-03

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： Andrea Friio

IPC: G06F3/04817 ,  H04L51/02 ,  H04L51/04 ,  G06Q30/016

CPC classification number: G06Q30/016 ,  G06F3/04817 ,  H04L51/02 ,  H04L51/04

Abstract: A method for implementing chats that includes: providing a chat feature and chat interface on a webpage; providing two types of the chat resources for generating the text inputs of the chats, an automated chat resource type and a human chat resource type; providing a routing function that selectively routes incoming chats between the two types of the chat resources; providing a first selectable portion on the chat interface that, when selected by a customer, indicates a customer chat preference as to whether the customer prefers to chat with chat resources of the automated chat resource type or human chat resource type; receiving input from the customer device indicating that the customer selected the first selectable portion; determining from the received input the customer chat preference; and routing in accordance with the determined preference.