Conversation-enabled document system and method

Patent metadata

Field	Value
Publication number	US-11095577-B2
Application number	US-201916459360-A
Country	US
Kind code	B2
Filing date	Jul 1, 2019
Priority date	Jul 1, 2019
Publication date	Aug 17, 2021
Grant date	Aug 17, 2021

Abstract

One embodiment comprises a non-transitory computer readable medium comprising computer-executable instructions executable to access a conversation-enabled document and expose the conversation-enabled document on a first conversation channel as a conversation into the conversation-enabled document. The conversation-enabled document can comprise a conversation component for controlling a conversation interface into the conversation-enabled document, the conversation component specifying conversation steps, routing between conversation steps and a document variable to accept a conversation participant response. The computer-executable instructions can be executable to set a document variable value in the conversation-enabled document based on the participant response received via the conversation interface; and render the conversation-enabled document to a second channel using the document variable and the page template.

First claim

What is claimed is:

1. A non-transitory computer readable medium comprising computer-executable instructions executable to:
access a conversation-enabled document and expose the conversation-enabled document on a first conversation channel as a conversation into the conversation-enabled document, the conversation-enabled document comprising:
a conversation component for controlling a conversation interface into the conversation-enabled document, the conversation component specifying conversation steps, routing between the conversation steps, a first document variable and a second document variable;
document data comprising data records for a plurality of potential conversation participants, the data records for the plurality of potential conversation participants having document variable values for the first document variable; and
a page template specifying page content and referencing the first document variable and the second document variable;

associate the conversation with a conversation participant;
retrieve a document variable value for the first document variable from a data record corresponding to the conversation participant, the document variable value for the first document variable not set prior to the conversation;
set a document variable value for the second document variable in the conversation-enabled document based on a conversation participant response received via the conversation interface; and
render the conversation-enabled document to a second channel using the document variable value for the first document variable retrieved from a customer record corresponding to the conversation participant, the document variable value set for the second document variable and the page template to populate a page, wherein the second channel is different than the first conversation channel.

2. The non-transitory computer readable medium of claim 1 , wherein the computer-executable instructions are executable to:
determine content of the conversation-enabled document to render to the second channel based on the document variable value set for the second document variable; and
render the conversation-enabled document to the second channel using the determined content.

3. The non-transitory computer readable medium of claim 1 , wherein the conversation-enabled document is a conversation-enabled interactive document.

4. The non-transitory computer readable medium of claim 3 , wherein the conversation-enabled interactive document comprises a web-intrinsic portion.

5. The non-transitory computer readable medium of claim 1 , wherein the conversation component comprises a set of node templates representing the conversation steps.

6. The non-transitory computer readable medium of claim 5 , wherein the computer-executable instructions are executable to:
parse the conversation component; and
create a conversation graph comprising nodes created from the node templates.

7. The non-transitory computer readable medium of claim 6 , wherein the computer-executable instructions are executable to provide a plurality of connectors adapted to translate the nodes of the conversation graph to heterogenous conversation channels.

8. The non-transitory computer readable medium of claim 6 , wherein the computer-executable instructions are executable to initiate a finite state machine for tracking a current state of the conversation, the finite state machine comprising a set of states, each state in the set of states corresponding to a respective node in the conversation graph.

9. The non-transitory computer readable medium of claim 8 , wherein the computer-executable instructions are executable to:
receive a request for a step in the conversation from the first conversation channel; and
translate the respective node to which the current state corresponds to a format consumable by the first conversation channel for presenting the conversation interface.

10. The non-transitory computer readable medium of claim 1 , wherein the first conversation channel comprises a chatbot channel.

11. The non-transitory computer readable medium of claim 1 , wherein the second channel is a non-conversation channel.

12. A method comprising:
accessing a conversation-enabled document and exposing the conversation-enabled document on a first conversation channel as a conversation into the conversation-enabled document, the conversation-enabled document comprising:
a conversation component for controlling a conversation interface into the conversation-enabled document, the conversation component specifying conversation steps, routing between the conversation steps, a first document variable and a second document variable;
a page template specifying page content and referencing the first document variable and the second document variable;
document data comprising data records for a plurality of potential conversation participants, the data records for the plurality of potential conversation participants having document variable values for the first document variable;

receiving a conversation participant response via the conversation interface;
associating the conversation with a conversation participant;
retrieving a document variable value for the first document variable from a data record corresponding to the conversation participant, the document variable value for the first document variable set prior to the conversation;
setting a document variable value for the second document variable in the conversation-enabled document based on the conversation participant response; and
rendering the conversation-enabled document to a second channel using the document variable value for the first document variable retrieved from a customer record corresponding to the conversation participant, the document variable value set for the second document variable and the page template to populate a page, wherein the second channel is different than the first conversation channel.

13. The method of claim 12 , comprising:
determining content of the conversation-enabled document to render to the second channel based on the document variable value set for the second document variable; and
rendering the conversation-enabled document to the second channel using the determined content.

14. The method of claim 13 , wherein the conversation-enabled document is a conversation-enabled interactive document.

15. The method of claim 14 , wherein the conversation-enabled interactive document comprises a web-intrinsic portion.

16. The method of claim 12 , wherein the conversation component comprises a set of node templates representing the conversation steps.

17. The method of claim 16 , further comprising:
parsing the conversation component; and
creating a conversation graph comprising nodes created from the node templates.

18. The method of claim 17 , providing a plurality of connectors adapted to translate the nodes of the conversation graph to heterogenous conversation channels.

19. The method of claim 17 , further comprising initiating a finite state machine for tracking a current state of the conversation, the finite state machine comprising a set of states, each state in the set of states corresponding to a respective node in the conversation graph.

20. The method of claim 19 , further comprising
receiving a request for a step in the conversation from the first conversation channel; and
translating the respective node to which the current state corresponds to a format consumable by the first conversation channel for presenting the conversation int

Assignees

• Open Text Corp

Inventors

• Downs James Matthew
• Pruitt Byron Steven
• Cole Jeffrey Alan
• Wiley Anthony

Classifications

• H04L51/02 Primary

  using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages · CPC title

• H04L51/046 Primary

  Interoperability with other network applications or services · CPC title

• G06F16/93

  Document management systems · CPC title

• G06F40/186

  Templates · CPC title