Using semantic processing for customer support

Patent metadata

Field	Value
Publication number	US-10535071-B2
Application number	US-201816110742-A
Country	US
Kind code	B2
Filing date	Aug 23, 2018
Priority date	Jul 8, 2016
Publication date	Jan 14, 2020
Grant date	Jan 14, 2020

Abstract

A third-party company may assist other companies in providing customer support to their customers. The third-party company may provide software to a computer of a customer service representative to present a user interface to assist the customer service representative in responding to customer requests. Third-party company may also send update data to the computer of the customer service representative to cause a portion of the user interface to be updated, where the update data is determined using an intent of a message received from a customer. A message received from the customer may be processed to determine the intent of the message, a template may be obtained using the intent, and the update data may be generated by rendering the selected template. The update data may then be transmitted to the computer of the customer service representative to cause a portion of the user interface to be updated.

First claim

What is claimed is:

1. A computer-implemented method, comprising:
providing a first user interface to a first device to allow a first user to assist customers of a first company;
establishing a customer support session between the first device of the first user and a second device of a second user, wherein the second user is a customer of the first company;
receiving a first message from the second device comprising a first support request;
transmitting the first message to the first device for presentation to the first user;
processing text of the first message with a neural network to select a first intent of the first message from a plurality of possible intents, wherein the first intent relates to the first support request;
selecting a first template from a plurality of templates using the first intent, wherein each template of the plurality of templates describes an update to a portion of a user interface to assist in responding to support requests corresponding to an intent;
generating user interface update data by rendering the first template, wherein rendering the first template comprises replacing a variable of the first template with a value relating to the first support request and wherein the user interface update data comprises a placeholder for delayed data that is not available at a time of generating the user interface update data;
transmitting the user interface update data to the first device to update a portion of the first user interface to present information relating to the first support request;
obtaining the delayed data;
generating second user interface update data using the delayed data;
transmitting the second user interface update data to the first device to present the delayed data to the first user;
receiving from the first device an input of the first user at the first device; and
transmitting a second message to the second device using the input of the first user.

2. The computer-implemented method of claim 1 , comprising receiving identifying information of the second user from the second device.

3. The computer-implemented method of claim 2 , wherein the identifying information of the second user comprises an IP address.

4. The computer-implemented method of claim 2 , comprising retrieving, from a server of the first company and using the identifying information of the second user, company data, wherein the company data comprises information about at least one of the second user or the first company.

5. The computer-implemented method of claim 1 , comprising, before selecting the first intent:
determining that clarification of the first message is needed from the second user;
transmitting a request for clarification to the second device;
receiving a response to the request for clarification from the second device; and
selecting the first intent using the response to the request for clarification.

6. The computer-implemented method of claim 1 , wherein the user interface update data includes an identifier of the placeholder, the second user interface update data includes the identifier of the placeholder, and software running on the first device presents the delayed data using the identifier.

7. A system, comprising:
at least one server computer comprising at least one processor and at least one memory, the at least one server computer configured to:
provide a first user interface to a first device to allow a first user to assist customers of a first company;
establish a customer support session between the first device of the first user and a second device of a second user, wherein the second user is a customer of the first company;
receive a first message from the second device comprising a first support request;
transmit the first message to the first device for presentation to the first user;
process text of the first message with a neural network to select a first intent of the first message from a plurality of possible intents, wherein the first intent relates to the first support request;
select a first template from a plurality of templates using the first intent, wherein each template of the plurality of templates describes an update to a portion of a user interface to assist in responding to support requests corresponding to an intent;
generate user interface update data by rendering the first template, wherein rendering the first template comprises replacing a variable of the first template with a value relating to the first support request and wherein the user interface update data comprises a placeholder for delayed data that is not available at a time of generating the user interface update data;
transmit the user interface update data to the first device to update a portion of the first user interface to present information relating to the first support request;
obtain the delayed data;
generate second user interface update data using the delayed data;
transmit the second user interface update data to the first device to present the delayed data to the first user;
receive from the first device an input of the first user at the first device; and
transmit a second message to the second device using the input of the first user.

8. The system of claim 7 , wherein the at least one server computer is configured to
provide a second user interface to a third device to allow a third user to assist customers of a second company;
establish a second customer support session between the third device of the third user and a fourth device of a fourth user, wherein the fourth user is a customer of the second company;
receive a third message from the fourth device comprising a second support request;
transmit the third message to the third device for presentation to the third user;
process text of the third message with the neural network to select a second intent of the third message;
select a second template using the second intent;
generate second user interface update data by rendering the second template;
transmit the second user interface update data to the third device to update a portion of the second user interface to present information relating to the second support request;
receive from the third device an input of the third user at the third device; and
transmit a fourth message to the fourth device using the input of the third user.

9. The system of claim 7 , wherein the at least one server computer is operated by a third-party company and the second device:
presents a web page retrieved from a server of the first company, wherein the web page includes a second user interface for requesting customer support; and
the web page causes the first message to be transmitted to the at least one server computer.

10. The system of claim 7 , wherein:
the second user authenticates with a server of the first company to obtain authentication credentials; and
the second device transmits the authentication credentials to the at least one server computer.

11. The system of claim 7 , wherein the at least one server computer is configured to:
obtain a second template using the first intent;
create second user interface update data comprising information about a portion of a second user interface to present to the second user using the second template; and
transmit the second user interface update data to the second device to update a portion of the second user interface presented by the second device.

12. The system of claim 11 , wherein the second device is configured to update the second user interface presented by the second device by updating user interface elements using an API of an operating system of the second device.

13. The system of claim 7 , wherein

Assignees

• Asapp Inc

Inventors

• Sehrawat Vicky
• Shaev Jason
• Biswal Punyashloka
• Dillmann Brian
• Hackman Joseph
• Henry Shawn
• Sapoznik Gustavo

Classifications

• G06N5/01

  Dynamic search techniques; Heuristics; Dynamic trees; Branch-and-bound · CPC title

• G06N3/042

  Knowledge-based neural networks; Logical representations of neural networks · CPC title

• G06F40/35

  Discourse or dialogue representation · CPC title

• H04L67/02

  based on web technology, e.g. hypertext transfer protocol [HTTP] · CPC title

• G06Q10/1053

  Employment or hiring · CPC title