Virtual assistant aided communication with 3rd party service in a communication session

Patent metadata

Field	Value
Publication number	US-10356243-B2
Application number	US-201715403906-A
Country	US
Kind code	B2
Filing date	Jan 11, 2017
Priority date	Jun 5, 2015
Publication date	Jul 16, 2019
Grant date	Jul 16, 2019

Abstract

Disclosed are systems, methods, and non-transitory computer-readable storage media for utilizing a virtual assistant to assist a user with a communication session between the user and a third party service. A user can use a communication application to enter a message directed to the virtual assistant and request assistance to communicate with a 3rd party service. In response, the virtual assistant can access a set of communication instructions associated with the 3rd party service. The set of communication instructions can include a set of commands for communicating with the 3rd party service, services provided by the 3rd party service and data needed by the 3rd party service to facilitate communication. The virtual assistant can use the communication instructions to gather data needed by the 3rd party service, communicate with the 3rd party service and present the user with data received from the 3rd party service.

First claim

The invention claimed is:

1. A method comprising: at a client device:
receiving a message of a communication session from a first user of a plurality of users, wherein the message is transmitted during a conversation between the plurality of users;
determining whether a virtual assistant is capable of facilitating a third party service associated with content of the message;
in accordance with a determination that the virtual assistant is capable of facilitating the third party service associated with content of the message:
displaying, in the communication session, a prompt associated with a user authentication procedure;
receiving, from a second user of the plurality of users, user credentials;
identifying data needed by a third party to provide the third party service;
transmitting the data and user credentials to the third party;
receiving a response message from the third party regarding the third party service; and
displaying, in the communication session, information corresponding to the response message received from the third party regarding the third party service.

2. The method of claim 1 , wherein determining whether a virtual assistant is capable of facilitating a third party service associated with content of the message further comprises:
analyzing the message; and
identifying at least one task associated with the message.

3. The method of claim 2 , wherein analyzing the message further comprises performing semantic analysis on text within the message.

4. The method of claim 3 , wherein performing semantic analysis further comprises utilizing natural language processing.

5. The method of claim 1 , further comprising:
displaying the virtual assistant as a participant of the communication session.

6. The method of claim 1 , wherein the third party service is associated with at least one of an airline, a bank, a restaurant, an insurance company, and/or a store.

7. The method of claim 1 , further comprising:
prompting at least one user of the plurality of users regarding whether the at least one user prefers to utilize the virtual assistant in the communication session.

8. The method of claim 1 , wherein the conversation is an instant messaging conversation.

9. The method of claim 1 , wherein determining whether a virtual assistant is capable of facilitating a third party service associated with content of the message further comprises identifying the third party service based on at least user history information and/or user preference information.

10. The method of claim 1 , wherein determining whether a virtual assistant is capable of facilitating a third party service associated with content of the message further comprises analyzing at least one of message entered by a user of the plurality of users.

11. The method of claim 1 , wherein determining whether a virtual assistant is capable of facilitating a third party service associated with content of the message further comprises analyzing the message.

12. The method of claim 1 , further comprising:
connecting the client device to the third party;
determining that a predetermined amount of time has elapsed during which messages have not been entered as part of the communication session; and
in accordance with a determination that the predetermined amount of time has elapsed during which messages have not been entered as part of the communication session, disconnecting the client device from the third party.

13. The method of claim 1 , wherein determining whether a virtual assistant is capable of facilitating a third party service associated with content of the message further comprises determining at least one service associated with the third party.

14. The method of claim 13 , wherein determining at least one service associated with the third party further comprises:
displaying, in the communication session, at least one service;
receiving, from the second user of the plurality of users, a selection of a displayed service.

15. The method of claim 1 , further comprising:
prompting the second user of the plurality of users to provide the data needed by the third party to provide the third party service.

16. The method of claim 1 , further comprising:
adding, by the virtual assistant, at least one additional user to the communication session.

17. The method of claim 1 , further comprising:
establishing, by the virtual assistant, communication between at least one user of the communication session and at least one representative of the third party service.

18. The method of claim 1 , wherein the communication session is a conversation using a messaging application.

19. The method of claim 1 , further comprising:
displaying a plurality of options within the communication session;
receiving a selection of at least one option of the plurality of options from at least one user of the plurality of users;
determining the data needed by the third party to provide the third party service based on the received selection; and
transmitting the data to the third party.

20. A system comprising:
one or more processors; and
memory having instructions stored thereon, the instructions, when executed by the one or more processors, cause the one or more processors to:
receive a message of a communication session from a first user of a plurality of users, wherein the message is transmitted during a conversation between the plurality of users;
determine whether a virtual assistant is capable of facilitating a third party service associated with content of the message;
in accordance with a determination that the virtual assistant is capable of facilitating the third party service associated with content of the message:
display, in the communication session, a prompt associated with a user authentication procedure;
receive, from a second user of the plurality of users, user credentials;
identify data needed by a third party to provide the third party service;
transmit the data and user credentials to the third party;
receive a response message from the third party regarding the third party service; and
display, in the communication session, information corresponding to the response message received from the third party regarding the third party service.

21. The system of claim 20 , wherein determining whether a virtual assistant is capable of facilitating a third party service associated with content of the message further comprises:
analyzing the message; and
identifying at least one task associated with the message.

22. The system of claim 21 , wherein analyzing the message further comprises performing semantic analysis on text within the message.

23. The system of claim 20 , wherein the instructions, which when executed by the one or more processors, further cause the one or more processors to:
display the virtual assistant as a participant of the communication session.

24. The system of claim 20 , wherein the instructions, which when executed by the one or more processors, further cause the one or more processors to:
prompt at least one user of the plurality of users regarding whether the at least one user prefers to utilize the virtual assistant in the communication session.

25. The system of claim 20 , wherein determining whether a virtual assistant is capable of facilitating a third party service associated with content of the message further comprises identifying the third party service based on at

Assignees

• Apple Inc

Inventors

• Sanghavi Mehul K
• Schwerdtfeger Jeffrey P

Classifications

• H04M2250/74

  with voice recognition means · CPC title

• H04M3/5166

  in combination with interactive voice response systems or voice portals, e.g. as front-ends · CPC title

• H04M3/42382

  Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks · CPC title

• H04L65/1069

  Session establishment or de-establishment · CPC title

• H04M2203/256

  comprising a service specific user interface · CPC title