Machine translation of chat sessions

Patent metadata

Field	Value
Publication number	US-11580312-B2
Application number	US-202117153144-A
Country	US
Kind code	B2
Filing date	Jan 20, 2021
Priority date	Mar 16, 2020
Publication date	Feb 14, 2023
Grant date	Feb 14, 2023

Abstract

An embodiment may involve a database containing a first user profile that specifies a first preferred language of a first user and a second user profile that specifies a second preferred language of a second user. The embodiment may also involve one or more processors configured to: receive, from the first user and within a chat session, a first set of messages in the first preferred language; cause the first set of messages to be translated into the second preferred language; provide, to the second user and within the chat session, the first set of messages as translated; receive, from the second user and within the chat session, a second set of messages in the second preferred language; cause the second set of messages to be translated into the first preferred language; and provide, to the first user and within the chat session, the second set of messages as translated.

First claim

What is claimed is:

1. A system comprising:
a database containing a first user profile that specifies a first preferred language of a first user and a second user profile that specifies a second preferred language of a second user; and
one or more processors configured to:
receive, from the first user and within a chat session hosted by the system, a first set of messages in the first preferred language;
cause the first set of messages to be translated into the second preferred language;
provide, to the second user and within the chat session, the first set of messages as translated into the second preferred language;
receive, from the second user and within the chat session, a second set of messages in the second preferred language;
cause the second set of messages to be translated into the first preferred language;
provide, to the first user and within the chat session on a first graphical user interface, the second set of messages as translated into the first preferred language, wherein the first graphical user interface displays a message that indicates that the content of the chat session has been translated by machine from the second preferred language to the first preferred language;
provide, to the second user, a representation of the graphical user interface;
store, in persistent storage accessible to the system, a first transcript of the chat session in which the first set of messages and the second set of messages are in the first preferred language; and
store, in the persistent storage, a second transcript of the chat session in which the first set of messages and the second set of messages are in the second preferred language.

2. The system of claim 1 , wherein the one or more processors are further configured to:
receive, from the second user and within a private messaging facility of the chat session, a third set of messages;
provide, to a third user and within the private messaging facility, the third set of messages;
receive, from the third user and within the private messaging facility, a fourth set of messages;
provide, to the second user and within the private messaging facility, the fourth set of messages;
wherein the first transcript does not include the third set of messages and does not include the fourth set of messages; and
wherein the second transcript includes the third set of messages and the fourth set of messages.

3. The system of claim 2 , wherein the third set of messages and the fourth set of messages are in the second preferred language.

4. The system of claim 1 , wherein the chat session is also displayed, on a second graphical user interface to the second user, in the second preferred language, and wherein the second graphical user interface contains a further indication that the content of the chat session has been translated by machine from the first preferred language.

5. The system of claim 1 , wherein the first user is an end-user or customer, and wherein the second user is a human agent.

6. The system of claim 5 , wherein an initial portion of the chat session was conducted between the first user and a virtual agent in the first preferred language, wherein the chat session was handed off from the virtual agent to the human agent, and wherein a graphical user interface displays, to the human agent, a transcript of messages from the initial portion of the chat session that are translated from the first preferred language to the second preferred language.

7. The system of claim 1 , wherein the chat session is associated with a data record of an incident, issue, or problem.

8. The system of claim 7 , wherein the data record is in the first preferred language, and wherein the one or more processors are further configured to:
receive, from the first user and within the chat session, a representation of the data record;
cause the data record to be translated into the second preferred language; and
provide, to the second user and within the chat session, the data record as translated into the second preferred language.

9. The system of claim 7 , wherein the data record is in the second preferred language, and wherein the one or more processors are further configured to:
receive, from the second user and within the chat session, a representation of the data record;
cause the data record to be translated into the first preferred language; and
provide, to the first user and within the chat session, the data record as translated into the first preferred language.

10. The system of claim 1 , wherein the one or more processors are further configured to:
generate a graphical user interface representing a plurality of chat sessions in a list, wherein the chat session is in the list, and wherein the graphical user interface indicates whether each of the plurality of chat sessions involved machine translation; and
provide, to the second user, a representation of the graphical user interface.

11. The system of claim 1 , wherein causing the first set of messages and the second set of messages to be translated comprises:
providing, to a translation model or service, the first set of messages and the second set of messages with indicators of their respective original languages and their respective target languages; and
receiving, from the translation model or service, translations of the first set of messages and the second set of messages into their respective target languages.

12. The system of claim 1 , wherein the system represents languages with a first set of indicators and a translation model or service used for translations represents languages with a second set of indicators, and wherein the system includes a table that maps between the first set of indicators and the second set of indicators for corresponding languages.

13. A computer-implemented method comprising:
receiving, from a first user and within a chat session, a first set of messages in a first preferred language, wherein a database contains a first user profile that specifies the first preferred language is of the first user and a second user profile that specifies a second preferred language of a second user;
causing the first set of messages to be translated into the second preferred language;
providing, to the second user and within the chat session, the first set of messages as translated into the second preferred language;
receiving, from the second user and within the chat session, a second set of messages in the second preferred language;
causing the second set of messages to be translated into the first preferred language;
providing, to the first user and within the chat session on a first graphical user interface, the second set of messages as translated into the first preferred language, wherein the first graphical user interface displays a message that indicates that content of the chat session has been translated by machine from the second preferred language to the first preferred language;
storing, in persistent storage, a first transcript of the chat session in which the first set of messages and the second set of messages are in the first preferred language; and
storing, in the persistent storage, a second transcript of the chat session in which the first set of messages and the second set of messages are in the second preferred language.

14. The computer-implemented method of claim 13 , further comprising:
receiving, from the second user and within a private messaging facility of the chat session, a third set of messages;
providing, to a third user and within the private messaging facility, the third set of messages;
receiving, from the third user and within the private messaging

Assignees

• Servicenow Inc

Inventors

• Santo Samantha
• Swvigaradoss Jebakumar Mathuram Santhosm
• Goel Ankit
• Pandey Prashant
• Botica John
• Voleti Rajesh
• Mustala Laxmi Prasanna
• Verma Rishabh
• Sunkara Satya Sarika

Classifications

• G06F16/335

  Filtering based on additional data, e.g. user or group profiles (filtering in web context G06F16/9535, G06F16/9536) · CPC title

• G06F40/103

  Formatting, i.e. changing of presentation of documents (automatic justification G06F40/189; automatic line break hyphenation G06F40/191) · CPC title

• G06F16/3337

  Translation of the query language, e.g. Chinese to English · CPC title

• G06F3/0482

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

• G06F40/35

  Discourse or dialogue representation · CPC title