Multiple parallel delineated topics of a conversation within the same virtual assistant

Patent metadata

Field	Value
Publication number	US-11250216-B2
Application number	US-201916541224-A
Country	US
Kind code	B2
Filing date	Aug 15, 2019
Priority date	Aug 15, 2019
Publication date	Feb 15, 2022
Grant date	Feb 15, 2022

Abstract

Provided are embodiments for a computer-implemented method for interacting with a user by an automated response system supporting topic switching and information collection. The computer-implemented method includes receiving a plurality of utterances from the user by the automated response system, and analyzing the utterances to form a first topic thread and an information collection objective. The computer-implemented method also includes utilizing an information collection user interface to gather data to support the information collection objective, and providing responses to the user after the gathered data related to the first topic thread. Also provided are embodiments for a system and computer program product for implementing the techniques described herein.

First claim

What is claimed is:

1. A computer-implemented method for interacting with a user by an automated response system supporting topic switching and information collection comprising:
receiving a plurality of utterances from the user by the automated response system;
analyzing the utterances to form a first topic thread and an information collection objective;
utilizing an information collection user interface to gather data to support the information collection objective;
providing responses to the user after the gathered data related to the first topic thread;
providing second topic thread responses to the user for a second topic thread;
providing new responses to the user based on the first topic thread context after providing the second topic thread responses, wherein the first thread and the second thread are provided in a single main conversation thread, wherein the single main conversation thread is displayed on a user device and provides a history of an interaction between the user and a virtual assistant of the automated response system including the plurality of utterance and the first topic thread responses and the second topic thread responses;
returning to the first topic thread from the second topic thread; and
enabling a change to the gathered data related to the first topic thread, wherein the gathered data was previously entered in the first topic thread.

2. The computer-implemented method of claim 1 , wherein the information collection user interface is triggered based on a natural language processing (NLP) analysis of the user utterances.

3. The computer-implemented method of claim 1 , further comprising generating a summary for a completed transaction for the first topic in the main conversation thread and the information collection user interface.

4. The computer-implemented method of claim 1 , further comprising selectively navigating between the information collection user interface and the main conversation thread.

5. The computer-implemented method of claim 1 , wherein the information collection user interface is overlaid on the main conversation thread.

6. The computer-implemented method of claim 1 , wherein the system processes the first topic and the second topic in parallel using a single virtual assistant.

7. A system for interacting with a user by an automated response system supporting topic switching and information collection, the system comprising:
a user interface;
a storage medium, the storage medium being coupled to a processor;
the processor configured to:
receive a plurality of utterances from the user by the automated response system;
analyze the utterances to form a first topic thread and an information collection objective;
utilize an information collection user interface to gather data to support the information collection objective;
provide responses to the user after the gathered data related to the first topic thread;
provide second topic thread responses to the user for a second topic thread;
provide new responses to the user based on the first topic thread context after providing the second topic thread responses, wherein the first thread and the second thread are provided in a single main conversation thread, wherein the single main conversation thread is displayed on a user device and provides a history an interaction between the user and a virtual assistant of the automated response system including the plurality of utterance and the first topic thread responses and the second topic thread responses;
return to the first topic thread from the second topic thread; and
enable a change to the gathered data related to the first topic thread, wherein the gathered data was previously entered in the first topic thread.

8. The system of claim 7 , wherein the information collection user interface is triggered based on a natural language processing (NLP) analysis of the user utterances.

9. The system of claim 7 , further comprising generating a summary for a completed transaction for the first topic in the main conversation thread and the information collection user interface.

10. The system of claim 7 , further comprising selectively navigating between the information collection user interface and the main conversation thread.

11. The system of claim 7 , wherein the information collection user interface is overlaid on the main conversation thread.

12. The system of claim 7 , wherein the system processes the first topic and the second topic in parallel using a single virtual assistant.

13. A computer program product for interacting with a user by an automated response system supporting topic switching and information collection, the computer program product comprising:
a computer-readable storage medium having stored thereon program instructions executable by a processor to cause the processor to:
receive a plurality of utterances from the user by the automated response system;
analyze the utterances to form a first topic thread and an information collection objective;
utilize an information collection user interface to gather data to support the information collection objective, wherein the information collection user interface is triggered based on a natural language processing (NLP) analysis of the user utterances; and
provide responses to the user after the gathered data related to the first topic thread;
provide second topic thread responses to the user for a second topic thread;
provide new responses to the user based on the first topic thread context after providing the second topic thread responses, wherein the first thread and the second thread are provided in a single main conversation thread, wherein the single main conversation thread is displayed on a user device and provides a history of an interaction between the user and a virtual assistant of the automated response system including the plurality of utterance and the first topic thread responses and the second topic thread responses;
return to the first topic thread from the second topic thread; and
enable a change to the gathered data related to the first topic thread, wherein the gathered data was previously entered in the first topic thread.

14. The computer program product of claim 13 ,
wherein the automated response system processes the first topic and the second topic in parallel using a single virtual assistant.

15. The computer program product of claim 13 , further comprising generating a summary for a completed transaction for the first topic in the main conversation thread and the information collection user interface.

16. The computer program product of claim 13 , further comprising selectively navigating between the information collection user interface and the main conversation thread without losing a current state.

Assignees

• IBM

Inventors

• Demme Danielle Marie
• Roach Thomas Lynden
• Desmarais Christopher
• Mcgregor Blake
• Winters Ethan James

Classifications

• H04L51/216

  Handling conversation history, e.g. grouping of messages in sessions or threads · CPC title

• H04L51/04

  Real-time or near real-time messaging, e.g. instant messaging [IM] · CPC title

• G06F40/30 Primary

  Semantic analysis · CPC title

• G06F3/0482

  Interaction with lists of selectable items, e.g. menus · CPC title

• H04L51/02 Primary

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