{"schema_version":"1.0","canonical_url":"https://patentable.app/patents/US-11936812","patent":{"patent_number":"US-11936812","title":"Systems and methods for handling customer conversations at a contact center","assignee":null,"inventors":[],"filing_date":"2021-12-22T00:00:00.000Z","publication_date":"2024-03-19T00:00:00.000Z","cpc_codes":["H04M","G10L","H04M","H04M","H04M","H04M","H04M"],"num_claims":21,"abstract":"A contact center server receives an input from a customer device as part of a conversation. The contact center server (CCS) identifies at least one of: one or more intents, one or more entities, or one or more entity values from the input. The CCS detects one or more escalation conditions based on the input and pauses the conversation based on the detected one or more escalation conditions. The CCS outputs a conversation transcript and the identified one or more intents, the one or more entities, or the one or more entity values to an agent device. The CCS receives agent-identified-information or agent-modified-information from the agent device. Subsequently, the CCS resumes the conversation by providing a response to the input based on the received agent-identified-information or the agent-modified-information."},"analysis":{"summary":null,"layman_explanation":null,"technical_analysis":null,"business_analysis":null,"faqs":null,"topics":[],"tech_cluster":null},"seo":{"title":"Systems and methods for handling customer conversations at a contact center","description":"A contact center server receives an input from a customer device as part of a conversation. The contact center server (CCS) identifies at least one of: one or more intents, one or more entities, or on","keywords":[]},"attribution":{"source":"Patentable","source_url":"https://patentable.app","canonical_url":"https://patentable.app/patents/US-11936812","license":"CC-BY-4.0-like","license_terms":"AI-generated analysis on this page (summary, layman_explanation, technical_analysis, business_analysis, faqs) may be reused with attribution and a visible link back to the canonical URL above. Patent abstracts, claims, and bibliographic data are USPTO public domain.","required_link":"https://patentable.app/patents/US-11936812","citation_suggestion":"Patentable. \"Systems and methods for handling customer conversations at a contact center\" (US-11936812). https://patentable.app/patents/US-11936812","copyright_holder":"Nomic Interactive Technology LLC"},"links":{"html":"https://patentable.app/patents/US-11936812","json":"https://patentable.app/api/llm-context/US-11936812","site":"https://patentable.app","llms_txt":"https://patentable.app/llms.txt"},"generated_at":"2026-05-31T18:36:31.174Z"}