INTELLIGENT WORKSTATION OF THE OPERATOR AND METHOD FOR INTERACTION THEREOF FOR INTERACTIVE SUPPORT OF A CUSTOMER SERVICE SESSION Russian patent published in 2021 - IPC G06F17/00 G10L15/00 

FIELD: computing technology.

SUBSTANCE: invention relates to an automated workstation of the operator and to a method for interactive support of a customer service session. In the method, a dialogue session is initiated in the data transmission channel between the client and the operator; the client is authenticated; the speech audio stream is transcribed in said dialogue session, wherein a text data set of replies of the client and the operator is received; the received text data set is analysed, in the process whereof meta data is extracted from said text using machine learning models; the intentions of the client are determined based on the processing of the meta data by a text message router; a client service scenario is selected based on the isolated meta data of the dialogue session, wherein the service scenario includes a master scenario establishing the context and the subject of the request, is used as an input to the service process, and determines the service scenario to be launched; the values of the variables identified from the received text data set are determined in order to make decisions on the branches of the scenario tree within the steps of the service process; the client is authenticated; widgets and recommendations for responding to the requests of the client corresponding to the selected scenario are formed, displayed in the AWS of the operator; additional information on the products of the client is requested in external systems; wherein the widgets and recommendations are formed dynamically in the online mode during an active dialogue session between the client and the operator.

EFFECT: generation of visual image depending on the incoming audio stream.

6 cl, 6 dwg