System for focused conversation context management in a reasoning agent/behavior engine of an agent automation system

Patent metadata

Field	Value
Publication number	US-2024428001-A1
Application number	US-202418828179-A
Country	US
Kind code	A1
Filing date	Sep 9, 2024
Priority date	Mar 23, 2018
Publication date	Dec 26, 2024
Grant date	—

Abstract

An agent automation system includes a memory configured to store a reasoning agent/behavior engine (RA/BE) including a first persona and a current context and a processor configured to execute instructions of the RA/BE to cause the first persona to perform actions comprising: receiving intents/entities of a first user utterance; recognizing a context overlay cue in the intents/entities of the first user utterance, wherein the context overlay cue defines a time period; updating the current context of the RA/BE by overlaying context information from at least one stored episode associated with the time period; and performing at least one action based on the intents/entities of the first user utterance and the current context of the RA/BE.

First claim

What is claimed is:

1 . A method comprising:
at a virtual agent:
receiving a first user utterance at a first time;
determining a context cue based on the first user utterance, wherein the context cue indicates a time period that precedes the first time;
obtaining context information associated with the time period; and
performing an action based on the context information and the first user utterance.

2 . The method of claim 1 , wherein the virtual agent is configured to execute on a server that is communicatively coupled to a client device, wherein the first user utterance is received from the client device, and wherein performing the action includes transmitting, to the client device, a response to the first user utterance based on the context information and the first user utterance.

3 . The method of claim 1 , wherein the context information is associated with the first time.

4 . The method of claim 1 , wherein determining the context cue based on the first user utterance comprises determining one or more intents of the first user utterance.

5 . The method of claim 4 , wherein determining the one or more intents of the first user utterance comprises extracting the one or more intents from the first user utterance via a natural language understanding (NLU) framework.

6 . The method of claim 1 , comprising selecting a persona of one or more personas of the virtual agent based on one or more stored rules, and wherein the selected persona is used to perform the action.

7 . The method of claim 6 , wherein the selection of the persona based on the one or more stored rules is based on an arrival time of the first user utterance.

8 . The method of claim 1 , wherein the time period corresponds to an episode of a conversation facilitated by the virtual agent, the episode bounded by a start time and end time.

9 . The method of claim 8 , wherein the start time and the end time of the episode are determined based on:
a change in topic between the episode and other episodes of the conversation; or a delay between utterances of the episode and the other episodes of the conversation.

10 . The method of claim 1 , wherein the context information comprises a tree data structure, the tree data structure including one or more frames storing the context information as parameters.

11 . An agent automation system, comprising:
a memory configured to store a virtual agent comprising one or more personas; and a processor configured to execute instructions which, when executed by the processor, cause the virtual agent to perform actions comprising:
receiving a first user utterance at a first time;
determining a context cue based on the first user utterance, wherein the context cue indicates a time period that precedes the first time;
obtaining context information associated with the time period; and
performing an action based on the context information and the first user utterance.

12 . The agent automation system of claim 11 , wherein the processor is configured to execute instructions which, when executed by the processor, cause the virtual agent to perform actions comprising selecting a persona of the one or more personas to perform the action.

13 . The agent automation system of claim 12 , wherein determining the context cue based on the first user utterance comprises determining one or more intents of the first user utterance.

14 . The agent automation system of claim 13 , wherein the virtual agent comprises a demultiplexer configured to:
receive the one or more intents of the first user utterance, wherein the demultiplexer is configured to provide the one or more intents of the first user utterance to the selected persona of the virtual agent, or another persona of the virtual agent, based on one or more stored rules.

15 . The agent automation system of claim 12 , wherein the first user utterance is associated with a current context, and wherein obtaining the context information comprises:
retrieving a plurality of episode frame tree sets based on the time period; retrieving an overlay rule template for the selected persona; aggregating the plurality of episode frame tree sets based on multi-episode aggregation rules of the overlay rule template to generate an aggregate context; and updating the current context by overlaying the aggregate context based on the overlay rule template.

16 . A non-transitory, computer-readable medium storing processor-executable code associated with an agent automation system, wherein the code comprises:
code for receiving a first user utterance at a first time from a client device; code for determining a context cue based on the first user utterance, wherein the context cue indicates a time period that precedes the first time; code for obtaining context information associated with the time period; and code for performing an action based on the context information and the first user utterance.

17 . The medium of claim 16 , wherein the agent automation system is configured to execute on a server communicatively coupled to a client device, and wherein performing the action includes transmitting, to the client device, a response to the first user utterance based on the context information and the first user utterance.

18 . The medium of claim 16 , wherein the agent automation system comprises a natural language understanding (NLU) framework, and wherein determining the context cue based on the first user utterance comprises:
extracting one or more intents based on the first user utterance via the NLU framework; and determining the context cue based on the one or more intents.

19 . The medium of claim 16 , wherein the context information comprises a hierarchical set of parameters associated with a frame of the time period.

20 . The medium of claim 16 , wherein the first user utterance is received within an additional time period, and wherein obtaining the context information associated with the time period comprises aggregating the context information associated with the time period and additional context information associated with the additional time period.

Assignees

• Servicenow Inc

Inventors

• Sapugay Edwin
• Madamala Anil Kumar
• Naboka Maxim
• Sunkara Srinivas Satyasai
• Santos Lewis Savio Landry
• Subbarao Murali B

Classifications

• G06F40/295

  Named entity recognition · CPC title

• G06F40/35 Primary

  Discourse or dialogue representation · CPC title

• G10L15/26

  Speech to text systems (G10L15/08 takes precedence) · CPC title

• G10L15/22

  Procedures used during a speech recognition process, e.g. man-machine dialogue · CPC title

• G06F40/30 Primary

  Semantic analysis · CPC title