Chat interface for resource management

Patent metadata

Field	Value
Publication number	US-11513823-B2
Application number	US-201816224273-A
Country	US
Kind code	B2
Filing date	Dec 18, 2018
Priority date	Dec 18, 2018
Publication date	Nov 29, 2022
Grant date	Nov 29, 2022

Abstract

The disclosed subject matter relates to a service application that supports a client device to access a platform via a client instance. The service application enables the user to perform an operation related to management of a virtual resource. In some embodiments, the service application invokes a chat interface to place the client device in communication with a virtual agent. Via the chat interface, the service application prompts the user to select a topic, an operation, and a virtual resource to indicate a desired operation to be performed. When the service application receives the selections made by the user via the chat interface, the service application, such as the virtual agent, may access the platform to perform the desired operation.

First claim

What is claimed is:

1. A system, comprising:
a client instance hosted by a platform, wherein the client instance comprises a plurality of virtual machines configured to provide services of the client instance to a plurality of client devices communicatively coupled to the client instance, wherein the client instance comprises a service application accessed via a client device of the plurality of client devices, wherein the service application comprises a chat interface and is configured to support management of the plurality of virtual machines by performing operations comprising:
determining an identity of a user associated with the client device;
providing, via the chat interface, a list of selectable topic descriptors representing a plurality of information technology (IT) management topics associated with the management of a first set of virtual machines of the plurality of virtual machines, wherein the list of selectable topic descriptors is determined based at least in part on the identity of the user, and wherein different user identities of a plurality of user identities are provided different selectable topic descriptors associated with the management of different sets of virtual machines of the plurality of virtual machines;
receiving, via the chat interface, a selection of a topic descriptor from the list of selectable topic descriptors, and in response, determining a plurality of IT management operations associated with a particular topic represented by the selected topic descriptor, wherein the plurality of IT management operations comprise management operations associated with the first set of virtual machines;
providing, via the chat interface, a list of selectable operation descriptors representing the plurality of IT management operations;
receiving, via the chat interface, a selection of an operation descriptor from the list of selectable operation descriptors, wherein the selected operation descriptor represents a particular operation of the plurality of IT management operations; and
performing, via the service application, the particular operation on the first set of virtual machines.

2. The system of claim 1 , wherein the service application is configured to provide a chat icon on the client device, wherein the chat interface is provided in response to a user selection of the chat icon.

3. The system of claim 1 , wherein the service application is configured to:
receive, via the chat interface, an input text string from the client device; and
in response to the input text string, determine the list of selectable topic descriptors based at least in part on the input text string.

4. The system of claim 1 , wherein the chat interface places the client device in communication with a virtual agent of the service application, and wherein the virtual agent is a programmed routine or module of the service application configured to automatically communicate via the chat interface via text-style messages.

5. The system of claim 1 , wherein, upon receiving a user input, the service application is configured to place the client device in communication with a live agent.

6. A system, comprising:
a plurality of virtual machines communicatively coupled to a client instance and configured to provide one or more services, via the client instance, to a plurality of client devices communicatively coupled to the client instance, wherein the client instance comprises a service application accessed via a client device of the plurality of client devices, wherein the service application comprises a chat interface and is configured to support management of the plurality of virtual machines by performing operations comprising:
determining an identity of a user associated with the client device;
providing, via the chat interface, a list of selectable topic descriptors representing a plurality of information technology (IT) management topics associated with the management of a first set of virtual machines of the plurality of virtual machines, wherein the list of selectable topic descriptors is determined based at least in part on the identity of the user, and wherein different user identities of a plurality of user identities are provided different selectable topic descriptors associated with the management of different sets of virtual machines of the plurality of virtual machines;
receiving, via the chat interface, a selection of a topic descriptor from the list of selectable topic descriptors, and in response, determining a plurality of IT management operations associated with a particular topic represented by the selected topic descriptor, wherein the plurality of IT management operations comprise management operations associated with the first set of virtual machines;
providing, via the chat interface, a list of selectable operation descriptors representing the plurality of IT management operations;
receiving, via the chat interface, a selection of an operation descriptor from the list of selectable operation descriptors, wherein the selected operation descriptor represents a particular operation of the plurality of IT management operations; and
performing, via the service application, the particular operation on the first set of virtual machines.

7. The system of claim 6 , wherein the service application is configured to:
provide a topics icon on the chat interface in response to the chat interface being invoked; and
provide the list of selectable topic descriptors on the chat interface in response to a selection of the topics icon.

8. The system of claim 6 , wherein receiving the selection of the topic descriptor, receiving the selection of the operation descriptor, or both, comprise receiving a string of text as input via the chat interface.

9. The system of claim 6 , wherein the service application is configured to provide a notification indicator on a chat icon to indicate an unread communication displayed on the chat interface.

10. A method, comprising:
providing, on a client device of a client instance comprising a plurality of virtual machines configured to provide services of the client instance to the client device, a chat interface of a service application configured to support management of the plurality of virtual machines of the client instance;
determining, via the service application, an identity of a user associated with the client device;
providing, via the chat interface, a list of selectable topic descriptors representing a plurality of information technology (IT) management topics associated with the management of the plurality of virtual machines, wherein the list of selectable topic descriptors is determined based at least in part on the identity of the user, and wherein different user identities of a plurality of user identities are provided different selectable topic descriptors associated with the management of different sets of virtual machines of the plurality of virtual machines;
receiving, via the chat interface, a selection of a topic descriptor from the list of selectable topic descriptors, and in response, determining a plurality of IT management operations associated with a particular topic represented by the selected topic descriptor, wherein the plurality of IT management operations comprise management operations associated with the plurality of virtual machines;
providing, via the chat interface, a list of selectable operation descriptors representing the plurality of IT management operations;
receiving, via the chat interface, a selection of an operation descriptor from the list of selectable operation descriptors, and in response, determining a set of virtual machines of the plurality of virtual machines associated with a particular operation represented by the s

Assignees

• Servicenow Inc

Inventors

• Banaji Vani
• Jain Chhavi
• Dongare Sayali Ulhas
• Kotler Dana

Classifications

• H04L51/18

  Commands or executable codes · CPC title

• G06F9/453 Primary

  Help systems · CPC title

• H04L51/224

  providing notification on incoming messages, e.g. pushed notifications of received messages · CPC title

• H04L51/02

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

• G06Q30/0281 Primary

  Customer communication at a business location, e.g. providing product or service information, consulting · CPC title