SYSTEM AND METHOD FOR MANAGING COMMUNICATION SYSTEM

SYSTEM AND METHOD FOR MANAGING COMMUNICATION SYSTEM

A method for managing a communication system, the method comprising: identifying, by a processor, initiation of a chat communication session with a user device operated by a user; establishing, by the processor, a connection to the chat communication session by an automated chat resource; routing, b...

Ausführliche Beschreibung

Gespeichert in:
Bibliographische Detailangaben
Hauptverfasser: LEBEDEV, Sergey, KOVALENKO, Aleksey
Format: Patent
Sprache:eng ; fre ; ger
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
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Beschreibung
Zusammenfassung:A method for managing a communication system, the method comprising: identifying, by a processor, initiation of a chat communication session with a user device operated by a user; establishing, by the processor, a connection to the chat communication session by an automated chat resource; routing, by the processor, the chat communication session to a first agent device operated by a first agent; detecting, by the processor, a disconnection or drop of the user device from the chat communication session; maintaining, by the processor, the connection to the chat communication session by the automated chat resource after the disconnection of the user device is detected; detecting, by the processor, the user device reconnecting to the chat communication session; and routing, by the processor, the chat communication session to a contact center resource.