Real-time integration of machine intelligence into client messaging platforms

Patent metadata

Field	Value
Publication number	US-11528240-B2
Application number	US-202117473598-A
Country	US
Kind code	B2
Filing date	Sep 13, 2021
Priority date	Dec 28, 2016
Publication date	Dec 13, 2022
Grant date	Dec 13, 2022

Abstract

This disclosure describes techniques that facilitate selectively automating a response to a client request for vendor services based on an intended meaning of the client request, a category of vendor services associated with the client request, and one or more factors such as an urgency index and a health index. The vendor services system may parse audio, text, and image data of a client request to determine an intended meaning. In some examples, the vendor services system may automate a response that resolves the client request, or automate a response that requests additional information from the client device. Alternatively, or additionally, the vendor services system may direct the client request to a vendor representative for further processing. In doing so, the vendor services system may monitor dialogue between the client and vendor representative, and selectively provide the vendor representative with support data that may help resolve the client request.

First claim

What is claimed:

1. One or more non-transitory computer-readable media storing computer-executable instructions, that when executed on one or more processors, causes the one or more processors to perform acts comprising:
receiving, by a vendor device via a first communication platform, a first request that is associated with a network service issue impacting a client device and that is associated with a client account with the vendor;
determining, by the vendor device and for the user of the client device, a client-vendor creditworthiness score that represents a history of invoice payment timeliness;
determining, by the vendor device and for the user, a client-general creditworthiness score based on an analysis of the user's credit files from financial institutions, retail companies, insurance companies, landlords, and government departments;
determining, by the vendor device, a credit index for the user based on the client-vendor creditworthiness score and the client-general creditworthiness score;
based in part on the first request, determining, by the vendor device, support data that is associated with the client device and that includes the credit index;
determining, by the vendor device, that the support data does not include data necessary to determine a cause of the network service issue;
based on determining that the support data does not include the data necessary to determine the cause of the network issue, generating, by the vendor device, a second request for the data necessary to determine a cause of the network service issue;
based on the support data that is associated with the client device and that includes the credit index, determining, by the vendor device, a second communication platform for transmitting the second request from the vendor device to the client device;
providing, for output by the vendor device and to the client device via the second communication platform, the second request;
in response to the second request, receiving, by the vendor device and from the client device, the data necessary to determine a cause of the network service issue; and
based on the support data and the data necessary to determine a cause of the network service issue, determining, by the vendor device, the cause of the network service issue.

2. The one or more non-transitory computer-readable media of claim 1 , wherein the acts comprise:
determining, by the vendor device, an action that corrects the cause of the network issue;
performing, by the vendor device, the action that corrects the cause of the network issue; and
in response to performing the action that corrects the cause of the network issue, providing, for output by the vendor device and to the client device, data indicating correction of the network issue.

3. The one or more non-transitory computer-readable media of claim 1 , wherein the acts comprise:
determining, by the vendor device, a third communication platform for transmitting the data indicating correction of the network issue,
wherein providing, for output, the data indicating correction of the network issue is via the third communication platform.

4. The one or more non-transitory computer-readable media of claim 1 , wherein the support data associated with the client device includes one or more of a category of vendor service, a device health index that reflects an integrity of the client device, an urgency index that reflects a period of time within which to address the first request, and a sentiment index that reflects a state of an attitude of a user of the client device towards the vendor.

5. The one or more non-transitory computer-readable media of claim 1 , wherein the second request for the data necessary to determine a cause of the network service issue comprises a prompt for a user of the client device to provide the data necessary to determine a cause of the network service issue.

6. A system comprising:
one or more processors; and
memory coupled to the one or more processors, the memory including one or more modules that are executable by the one or more processors to:
receive, by a vendor device via a first communication platform, a first request that is associated with a network service issue impacting a client device and that is associated with a client account with the vendor;
determine, by the vendor device and for the user of the client device, a client-vendor creditworthiness score that represents a history of invoice payment timeliness;
determine, by the vendor device and for the user, a client-general creditworthiness score based on an analysis of the user's credit files from financial institutions, retail companies, insurance companies, landlords, and government departments;
determine, by the vendor device, a credit index for the user based on the client-vendor creditworthiness score and the client-general creditworthiness score;
based in part on the first request, determine, by the vendor device, support data that is associated with the client device and that includes the credit index;
determine, by the vendor device, that the support data does not include data necessary to determine a cause of the network service issue;
based on determining that the support data does not include the data necessary to determine the cause of the network issue, generate, by the vendor device, a second request for the data necessary to determine a cause of the network service issue;
based on the support data that is associated with the client device and that includes the credit index, determine, by the vendor device, a second communication platform for transmitting the second request from the vendor device to the client device;
provide, for output by the vendor device and to the client device via the second communication platform, the second request;
in response to the second request, receive, by the vendor device and from the client device, the data necessary to determine a cause of the network service issue; and
based on the support data and the data necessary to determine a cause of the network service issue, determine, by the vendor device, the cause of the network service issue.

7. The system of claim 6 , wherein the one or more modules are further executable by the one or more processors to:
determine, by the vendor device, an action that corrects the cause of the network issue;
perform, by the vendor device, the action that corrects the cause of the network issue; and
in response to performing the action that corrects the cause of the network issue, provide, for output by the vendor device and to the client device, data indicating correction of the network issue.

8. The system of claim 6 , wherein the one or more modules are further executable by the one or more processors to:
determine, by the vendor device, a third communication platform for transmitting the data indicating correction of the network issue,
wherein providing, for output, the data indicating correction of the network issue is via the third communication platform.

9. The system of claim 6 , wherein the support data associated with the client device includes one or more of a category of vendor service, a device health index that reflects an integrity of the client device, an urgency index that reflects a period of time within which to address the first request, and a sentiment index that reflects a state of an attitude of a user of the client device towards the vendor.

10. The system of claim 6 , wherein the second request for the data necessary to determine a cause of the network service issue comprises a prompt for a user of the client device to provide the data necessary to determine a cause of the network service issue.

11. A computer-implemented meth

Assignees

• T Mobile Usa Inc

Inventors

• Werdell Joel
• Ellison James
• Stamm Robert

Classifications

• H04L67/141

  Setup of application sessions (admission control or resource allocation in data switching networks H04L47/70) · CPC title

• H04L51/046 Primary

  Interoperability with other network applications or services · CPC title

• H04L51/214

  using selective forwarding · CPC title

• H04L51/02

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

• H04W4/14

  Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD] · CPC title