Open conversation user interface

Patent metadata

Field	Value
Publication number	US-12184591-B1
Application number	US-202418422860-A
Country	US
Kind code	B1
Filing date	Jan 25, 2024
Priority date	Dec 11, 2015
Publication date	Dec 31, 2024
Grant date	Dec 31, 2024

Abstract

Disclosed are systems and methods for conducting an open conversation user interface and more particularly, to a channel-agnostic user interface experience which can utilize automated background intelligence to simplify the exchange between a software system or member service representative (MSR) and a member, and avoids the need for web-based free form inputs.

First claim

What is claimed is:

1. An automated method for providing a conversation interface on a client computing device when a client is interacting with a company application, comprising:
providing a conversation interface on the client computing device responsive to a conversation topic relating to the client's interaction with the company application;
inputting, by the client, information into the conversation interface responsive to a request for information in a series of conversational exchanges between the client and the company application;
enabling, via the conversation interface, the client to modify one or more prior conversational responses displayed in the conversation interface provided by the client associated with prior conversational exchanges made by the client;
determining, and displaying to a company representative, an inquiry to be made by the company representative with the client relating to the information inputted by the client associated with the series of conversational exchanges; and
inputting, by the client, information into the conversation interface responsive to the inquiry by the company representative thereby completing the client's information conversational exchange with the conversation interface.

2. The method as recited in claim 1 , wherein the conversational exchanges are between the client and automated response from the company application.

3. The method as recited in claim 1 , further including displaying the conversational response to the inquiry in the conversation interface on the client computing device.

4. The method as recited in claim 1 , wherein the inquiry to be made by the company representative is based on at least one prior client conversational exchange in the conversation interface and previously collected background data associated with a note entered by the company representative relating to the at least one prior client conversational exchange.

5. The method as recited in claim 4 , further including determining if further conversational exchanges between the company representative and the client are required.

6. The method as recited in claim 5 , further including determining a next inquiry to be made with the client which is based on at least one prior client conversational exchange in the conversation interface and the previously collected background data is conducted in an automated mode.

7. The method as recited in claim 4 , further comprising enabling modification by the client of a response to a conversational exchange between the company representative and the client which has been displayed on the graphical user interface.

8. The method as recited in claim 4 , wherein the previously collected background data includes indexed prior conversational exchanges between the client and the company representative.

9. The method as recited in claim 4 , wherein the previously collected background data includes information relating to prior chats, interactions or communications exchanged between the client and the company representative.

10. A computer system for automatically providing a conversation interface on a client computing device when a client is interacting with a company application, comprising:
a memory for storing instructions coupled to a processor, wherein the processor upon execution of the instructions is configured to:
provide a conversation interface on the client computing device responsive to a conversation topic relating to the client's interaction with the company application;
enable input, by the client, of information into the conversation interface responsive to the request for information in the series of conversational exchanges between the client and the company application;
enable, via the conversation interface, the client to modify one or more prior conversational responses displayed in the conversation interface provided by the client associated with prior conversational exchanges made by the client;
determine, and display to a company representative, an inquiry to be made by the company representative with the client relating to the information inputted by the client associated with the series of conversational exchanges; and
enable input, by the client, information into the conversation interface responsive to the inquiry by the company representative thereby completing the client's information conversational exchange with the conversation interface.

11. The computer system as recited in claim 10 , wherein the conversational exchanges are between the client and automated response from the company application.

12. The computer system as recited in claim 10 , wherein the processor is further configured to display the conversational response to the inquiry in the conversation interface on the client computing device.

13. The computer system as recited in claim 10 , wherein the inquiry to be made by the company representative is based on at least one prior client conversational exchange in the conversation interface and previously collected background data associated with a note entered by the company representative relating to the at least one prior client conversational exchange.

14. The computer system as recited in claim 13 , wherein the processor is further configured to determine if further conversational exchanges between the company representative and the client are required.

15. The computer system as recited in claim 14 , wherein the processor is further configured to determine a next inquiry to be made with the client which is based on at least one prior client conversational exchange in the conversation interface and the previously collected background data is conducted in an automated mode.

16. The computer system as recited in claim 13 , wherein the processor is further configured to enable modification by the client of a response to a conversational exchange between the company representative and the client which has been displayed on the graphical user interface.

17. The computer system as recited in claim 13 , wherein the previously collected background data includes indexed prior conversational exchanges between the client and the company representative.

18. The computer system as recited in claim 13 , wherein the previously collected background data includes information relating to prior chats, interactions or communications exchanged between the client and the company representative, the company representative.

Assignees

• Usaa
• Uipco Llc

Inventors

• Smith Ian
• Fisher Jeremy Mark
• Hernandez Heather

Classifications

• H04L67/568

  Storing data temporarily at an intermediate stage, e.g. caching · CPC title

• G06F3/0482

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

• H04L51/216

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

• H04M1/72436

  for text messaging, e.g. short messaging services [SMS] or e-mails · CPC title

• H04L51/02 Primary

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