Task oriented asynchronous virtual assistant interface

Patent metadata

Field	Value
Publication number	US-12452633-B2
Application number	US-202217875810-A
Country	US
Kind code	B2
Filing date	Jul 28, 2022
Priority date	Jul 28, 2022
Publication date	Oct 21, 2025
Grant date	Oct 21, 2025

Abstract

An intelligent virtual assistant (IVA) is deployed to place a call/chat to customer service on behalf of the customer, thus saving them time and frustration. The IVA contacts a specific company over one or more channels, for example, chat, phone call, Application Programming Interface (API), or email, in order to complete open-ended task(s) requested by its user. Before the IVA contacts the company, a specific user profile is injected into an IVA dialog state. The IVA contacts the company or agency and answers customer service agent (CSA) questions by using the specific user profile provided for the call. The IVA then stores the task outcome for the user to review. If something prevents the task from succeeding, the IVA alerts the user that either it needs more information or the user may need to perform some action before the task can be completed, such as filling out or emailing a form.

First claim

What is claimed:

1. A method of causing a virtual assistant service to fulfill a task request on behalf of a customer, the method comprising:
receiving first task request data defining a first task at an intelligent virtual assistant (IVA) application running on a customer device, wherein the first task relates to a first product or service provider;
transmitting the first task request data to the virtual assistant service to fulfill the first task;
receiving second task request data defining a second task at the IVA application, wherein the second task relates to a second product or service provider;
transmitting the second task request data to the virtual assistant service to fulfill the second task;
receiving updates at the IVA application regarding progress of the first task and the second task concurrently underway on the virtual assistant service; and
in response to the updates, updating a fulfillment status displayed to the customer, wherein the fulfillment status includes a measure of task progress relative to completion of the respective task.

2. The method of claim 1 , wherein the customer device comprises a graphical user interface, the method further comprising displaying on the graphical user interface the updates related to the first task and the second task underway on the virtual assistant service.

3. The method of claim 1 , wherein the customer device comprises a graphical user interface, the method further comprising displaying on the graphical user interface a respective simulated card for the first task and the second task underway on virtual assistant service.

4. The method of claim 3 , wherein displaying each simulated card comprises displaying information related to a destination entity to which the first task or the second task pertains and a fulfillment status of the first task or the second task.

5. The method of claim 1 , wherein the first task request data is communicated over a first communication link, and the second task request data is communicated over a second communication link.

6. The method of claim 5 , wherein the first communication link and the second communication link are different communication channels.

7. A computer system, comprising:
a memory comprising computer-executable instructions; and
a processor configured to execute the computer-executable instructions and cause the computer system to perform a method that causes the computer system to:
run an intelligent virtual assistant (IVA) application;
receive first task request data defining a first task at the IVA application running on a customer device, wherein the first task relates to a first product or service provider;
transmit the first task request data to a virtual assistant service to fulfill the first task;
receive second task request data defining a second task at the IVA application, wherein the second task relates to a second product or service provider;
transmit the second task request data to the virtual assistant service to fulfill the second task;
receive updates at the IVA application regarding progress of the first task and the second task concurrently underway on the virtual assistant service; and
in response to the updates, update a fulfillment status displayed to a customer, wherein the fulfillment status includes a measure of task progress relative to completion of the respective task.

8. The computer system of claim 7 , wherein the customer device comprises a graphical user interface, the method further comprising displaying on the graphical user interface the updates related to the first task and the second task underway on the virtual assistant service.

9. The computer system of claim 7 , wherein the customer device comprises a graphical user interface, the method further comprising displaying on the graphical user interface a respective simulated card for the first task and the second task underway on the virtual assistant service.

10. The computer system of claim 9 , wherein displaying the respective simulated card comprises displaying information related to a destination entity to which the first task or the second task pertains and a fulfillment status of the first task or the second task.

11. The computer system of claim 7 , wherein the first task request data is communicated over a first communication link, and the second task request data is communicated over a second communication link.

12. The computer system of claim 11 , wherein the first communication link and the second communication link are different communication channels.

13. A non-transitory computer readable medium comprising instructions that, when executed by a processor of a processing system, cause the processing system to:
run an intelligent virtual assistant (IVA) application;
receive first task request data defining a first task at an IVA application running on a customer device, wherein the first task relates to a first product or service provider;
transmit the first task request data to a virtual assistant service to fulfill the first task;
receive second task request data defining a second task at the IVA application, wherein the second task relates to a second product or service provider;
transmit the second task request data to the virtual assistant service to fulfill the second task;
receive updates at the IVA application regarding progress of the first task and the second task concurrently underway on the virtual assistant service; and
in response to the updates, update a fulfillment status displayed to a customer, wherein the fulfillment status includes a measure of task progress relative to completion of the respective task.

14. The non-transitory computer readable medium of claim 13 , wherein for a customer device that comprises a graphical user interface, the instructions implement a method further comprising displaying on the graphical user interface the updates related to the first task and the second task underway on the virtual assistant service.

15. The non-transitory computer readable medium of claim 13 , wherein for a customer device that comprises a graphical user interface, the instructions implement a method further comprising displaying on the graphical user interface a respective simulated card for the first task and the second task underway on the virtual assistant service.

16. The non-transitory computer readable medium of claim 15 , wherein displaying the respective simulated card comprises displaying information related to a destination entity to which the first task or the second task pertains and a fulfillment status of the first task or the second task.

17. The non-transitory computer readable medium of claim 16 , wherein the instructions cause the processing system to display information related to a destination entity communicating with the virtual assistant service on a respective separate communications channel.

18. The non-transitory computer readable medium of claim 16 , wherein the instructions cause the processing system to display the fulfillment status of the first task and the second task simultaneously.

19. The non-transitory computer readable medium of claim 13 , wherein the first task request data is communicated over a first communication link, and the second task request data is communicated over a second communication link.

20. The non-transitory computer readable medium of claim 19 , wherein the first communication link and the second communication link are different communication channels.

Assignees

• Verint Americas Inc

Inventors

• Beaver Ian
• Luzin Vladislav
• Glazer Omer

Classifications

• G06Q30/016 Primary

  After-sales · CPC title

• H04M3/493

  Interactive information services, e.g. directory enquiries {; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals} · CPC title

• H04W4/16 Primary

  Communication-related supplementary services, e.g. call-transfer or call-hold · CPC title