Method and system for virtual assistant conversations

Patent metadata

Field	Value
Publication number	US-12401749-B2
Application number	US-202318511563-A
Country	US
Kind code	B2
Filing date	Nov 16, 2023
Priority date	Oct 24, 2018
Publication date	Aug 26, 2025
Grant date	Aug 26, 2025

Abstract

Techniques and architectures for implementing a team of virtual assistants are described herein. The team may include multiple virtual assistants that are configured with different characteristics, such as different functionality, base language models, levels of training, visual appearances, personalities, and so on. The characteristics of the virtual assistants may be configured by trainers, end-users, and/or a virtual assistant service. The virtual assistants may be presented to end-users in conversation user interfaces to perform different tasks for the users in a conversational manner. The different virtual assistants may adapt to different contexts. The virtual assistants may additionally, or alternatively, interact with each other to carry out tasks for the users, which may be illustrated in conversation user interfaces.

First claim

The invention claimed is:

1. A system for providing virtual assistance in a customer-agent interaction, comprising:
at least one agent device configured to accommodate multi-directional communications over a network among the at least one agent device, a remote user device, and a network server;
the network server comprising computerized software that implements a human-machine interface with an artificial intelligence robot configured as a virtual assistance agent, wherein the virtual assistance agent is configured to determine a context associated with the customer-agent interaction and wherein the computerized software is configured to update a data store based on the context determined by the virtual assistance agent, wherein the data store stores characteristics of the user comprising at least a preference of the user;
a communications conferencing channel on the network that is simultaneously accessible by the at least one agent device, the remote user device, and the virtual assistance agent on the network server,
wherein the communications conferencing channel accommodates multi-party interaction among a live agent, a remote user, and the virtual assistance agent, and wherein the virtual assistant agent is configured to generate a response to a subsequent customer-agent interaction based on the characteristics of the user in the updated data store; and
wherein the communications conferencing channel transmits audio data that comprises voice activated command data from the live agent to the virtual assistance agent, the voice activated command data being simultaneously audible to the remote user during a transaction, and wherein the server comprises a natural language processing service that converts the voice activated command data to machine language that comprises a trigger condition therein.

2. The system according to claim 1 , wherein the communications conferencing channel comprises an audio data channel.

3. The system according to claim 2 , wherein the audio data channel transmits audio data to and from the live agent, the remote user, and the virtual assistance agent in a format that is commonly accessible by both the live agent device and the remote user device simultaneously.

4. The system according to claim 3 , wherein the audio data comprises voice activated command data from the live agent to the virtual assistance agent, said voice activated command data being audible to the remote user during a transaction.

5. The system according to claim 4 , wherein the audio data comprises an audio output from the virtual assistance agent to the live agent, said audio output being audible to and accessible by the remote user via the communications conferencing channel.

6. The system according to claim 4 , wherein the voice activated command data from the live agent comprises a trigger condition that is recognizable by the virtual assistance agent as a request for information, and in response to the trigger condition, the virtual assistance agent provides, from the server, relevant audio response data to the communications conferencing channel.

7. The system according to claim 6 , wherein the virtual assistance agent accesses another channel to provide on-screen data to the live agent.

8. The system according to claim 7 , wherein the on-screen data instructs the live agent in regard to advice for assisting the remote user.

9. The system according to claim 1 , wherein the remote user accesses audio output data from the virtual assistance agent on the communications conferencing channel.

10. The system according to claim 1 , wherein the remote user device comprises a video output display, and wherein the communications conferencing channel comprises a multimedia data channel.

11. The system according to claim 10 , wherein the multimedia data channel transmits audio data and video data to and from the live agent, the remote user, and the virtual assistance agent in a format that is commonly accessible by both the live agent device and the remote user device simultaneously.

12. The system according to claim 11 , wherein the audio data comprises voice activated command data from the live agent to the virtual assistance agent, said voice activated command data being audible to the remote user during a transaction.

13. The system according to claim 12 , wherein the multimedia data channel further comprises multimedia output data from the virtual assistance that is accessible by both the live agent device and the remote user device.

14. The system according to claim 13 , further comprising a recording system configured to store information from the multimedia data channel.

15. A system for providing virtual assistance in a customer-agent interaction, comprising:
at least one agent device configured to accommodate multi-directional communications over a network among the at least one agent device, a remote user device, and a network server;
the network server comprising computerized software that implements a human-machine interface with an artificial intelligence robot configured as a virtual assistance agent, wherein the virtual assistance agent is configured to determine a context associated with the customer-agent interaction and wherein the computerized software is configured to update a data store based on the context determined by the virtual assistance agent, wherein the data store stores characteristics of the user comprising at least a preference of the user;
a communications conferencing channel on the network that is simultaneously accessible by the at least one agent device, the remote user device, and the virtual assistance agent on the network server,
wherein the communications conferencing channel accommodates multi-party interaction among a live agent, a remote user, and the virtual assistance agent, and wherein the virtual assistance agent is configured to generate a response to a subsequent customer-agent interaction based on the characteristics of the user in the updated data store; and
wherein the communications conferencing channel transmits audio data that comprises voice activated command data from the live agent to the virtual assistance agent, the voice activated command data being simultaneously audible to the remote user during a transaction, and wherein the server comprises a natural language processing service that converts the voice activated command data to machine language that comprises a trigger condition therein;
a multimedia gateway connected on the network, wherein the multimedia gateway comprises telecommunications protocol programming to receive multimedia data from the network server, the agent device, and the remote user device, and wherein the multimedia gateway is further configured to identify and direct transmission of particular kinds of multimedia data to the network server, the agent device, and the remote user device.

16. The system according to claim 15 , wherein the gateway disallows communication from the remote user device to the network server while simultaneously allowing communication to the remote user device from the network server and the agent device.

17. The system according to claim 16 , wherein the communication between the agent device and the remote user device is bi-directional, the communication between the agent device and the network server is bi-directional, and the communication between the network server and remote user device is one-way only from the network server to the remote user device on the communications conferencing channel.

Assignees

• Verint Americas Inc

Inventors

• Spohrer Daniel Thomas

Classifications

• G06F3/167

  Audio in a user interface, e.g. using voice commands for navigating, audio feedback · CPC title

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title

• H04M3/5166

  in combination with interactive voice response systems or voice portals, e.g. as front-ends · CPC title

• G10L2015/223

  Execution procedure of a spoken command · CPC title

• G06N5/043

  Distributed expert systems; Blackboards · CPC title