Systems and methods for controlling secure persistent electronic communication account servicing with an intelligent assistant

Patent metadata

Field	Value
Publication number	US-11818083-B2
Application number	US-202218058943-A
Country	US
Kind code	B2
Filing date	Nov 28, 2022
Priority date	Mar 9, 2018
Publication date	Nov 14, 2023
Grant date	Nov 14, 2023

Abstract

The disclosed technology includes systems and methods for controlling enrollment and secure persistent SMS texting account servicing communications. A method is provided that includes receiving, at an enrollment web portal, enrollment data including: enrollment credentials identifying a user for authentication, a phone number of a mobile device associated with the user, and consent by the user to persistently interact with an account servicing system via SMS texting. The method includes: processing the received enrollment data, authenticating the user responsive to processing the received enrollment data, storing the phone number of the mobile device associated with the user in a phone number data storage, and generating, responsive to the authenticating, a revocable token for persistent access to a natural dialogue module via a SMS texting gateway for the mobile device identified by the phone number.

First claim

The invention claimed is:

1. A computer-implemented method, comprising:
receiving a request to service an account associated with an authenticated user of a mobile device, the account servicing to be performed via a natural language dialogue module; and
responsive to the request:
performing a predictive analysis of user needs;
generating, with the natural language dialogue module, response dialogue text based on the predictive analysis of the user needs; and
sending, to the mobile device, the response dialogue text.

2. The method of claim 1 , wherein the response dialogue text comprises unrequested information.

3. The method of claim 1 , wherein performing the predictive analysis of the user needs is based on user-generated text received as part of the request and knowledge of user context, wherein the user context is derived from user information stored in a database, the user information comprising one or more of: account types, account statuses, transaction history, conversation history, people models, an estimate of customer sentiment, customer goals, and customer social media information.

4. The method of claim 3 , further comprising interpreting the user-generated text based on the knowledge of the user context.

5. The method of claim 1 , wherein receiving the request to service the account further comprises receiving a device identifier of the mobile device, and consent by the user to interact with an account servicing system via a persistent SMS texting session.

6. The method of claim 5 , wherein the persistent SMS texting session is initiated responsive to a match of the received device identifier with a previously stored identifier corresponding to the mobile device.

7. The method of claim 6 , wherein the device identifier comprises a phone number.

8. The method of claim 1 , wherein the response dialogue text is generated responsive to a non-elapsed status of a predetermined period since a previous servicing of the account via the mobile device.

9. The method of claim 1 , wherein the response dialogue text is generated responsive to one or more of: a detected change in a phone number, revocation of consent by the user, a STOP message received from the mobile device, a disconnect indication received from a carrier associated with the mobile device, and a predetermined period of inactivity.

10. The method of claim 1 , further comprising retrieving and interpreting user-generated text and interpreting an emotional state of the user based on the user-generated text and context associated with the user.

11. The method of claim 1 , further comprising determining a meaning of user-generated text received as part of the request by utilizing one or more of the following artificial intelligence techniques: intent classification, named entity recognition, sentiment analysis, relation extraction, semantic role labeling, question analysis, rule extraction and discovery, and story understanding, and wherein the response dialogue text is generated by utilizing one or more of the following artificial intelligence techniques: content determination, discourse structuring, referring expression generation, lexicalization, linguistic realization, and explanation generation.

12. The method of claim 1 , wherein the response dialogue text comprises a request for additional information from the user.

13. A system for secure persistent account servicing communications, the system comprising:
one or more processors in communication with:
an intelligent assistant system that includes a natural language processing device;
an information storage database storing a plurality of records associated with a plurality of mobile devices; and
memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:
receive a request to service an account associated with an authenticated user of a mobile device, the account servicing to be performed via the natural language processing device; and
responsive to the request:
perform a predictive analysis of user needs;
generate, with the natural language processing device, response dialogue text based on the predictive analysis of the user needs; and
send, to the mobile device, the response dialogue text.

14. The system of claim 13 , wherein the response dialogue text comprises unrequested information.

15. The system of claim 13 , wherein the system is configured to perform the predictive analysis of the user needs based on one or more of user-generated text received as part of the request and knowledge of user context, wherein the user context is derived from user information stored in the information storage database, the user information comprising one or more of: account types, account statuses, transaction history, conversation history, people models, an estimate of customer sentiment, customer goals, and customer social media information.

16. The system of claim 13 , further comprising an SMS texting gateway.

17. The system of claim 13 , wherein the request to service the account comprises a device identifier of the mobile device.

18. The system of claim 17 , wherein the instructions further cause the system to interact with the user via a persistent SMS texting session, wherein the persistent SMS texting session is initiated responsive to a match of the device identifier with a previously stored identifier corresponding to the mobile device.

19. Non-transitory computer readable storage medium storing instructions for use with one or more processors in communication with:
a natural language dialogue module;
an information storage database storing a plurality of records associated with a plurality of mobile devices; and
wherein the instructions are configured to cause the one or more processors to perform a method comprising:
receiving a request to service an account associated with an authenticated user of a mobile device, the account servicing to be performed via a natural language dialogue module; and
responsive to the request:
performing a predictive analysis of user needs;
generating, with the natural language dialogue module, response dialogue text based on the predictive analysis of the user needs; and
sending, to the mobile device, the response dialogue text.

20. The non-transitory computer readable storage medium of claim 19 , wherein the instructions are further configured to cause the one or more processors to receive a device identifier of the mobile device, wherein the predictive analysis of the user needs is initiated responsive to a match of the received device identifier with a previously stored identifier corresponding to the mobile device.

Assignees

• Capital One Services Llc

Inventors

• Karp Scott
• Thyagarajan Srinaath

Classifications

• H04L51/02 Primary

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

• G06F16/90332

  Natural language query formulation or dialogue systems · CPC title

• G06F40/295

  Named entity recognition · CPC title

• G06F40/30

  Semantic analysis · CPC title

• G06F40/35

  Discourse or dialogue representation · CPC title