Integrated service centre support

US10298757B2 · kind B2 · utility

Assignee

• ACCENTURE GLOBAL SOLUTIONS LIMITED · IE

Inventors

• Chung-Sheng Li · Scarsdale, US
• Guanglei Xiong · Pleasanton, US
• Emmanuel Munguia Tapia · Newark, US
• Kyle Patrick Johnson · San Francisco, US
• Christopher Cole · Bloomington, US
• Sachin Aul · San Francisco, US
• Suraj Govind JADHAV · Navi Mumbai, IN
• Saurabh Mahadik · Mumbai, IN
• Mohammad Ghorbani · Foster City, US
• Colin Connors · Campbell, US
• Chinnappa Guggilla · Bengaluru, IN
• Naveen Bansal · Savanuru, IN
• Praveen Maniyan · Kayamkulam, IN
• Sudhanshu A Dwivedi · Bengaluru, IN
• Ankit Pandey · Bengaluru, IN
• Madhura Shivaram · Savanuru, IN
• Sumeet Sawarkar · Thane, IN
• Karthik Meenakshisundaram · Bengaluru, IN
• Nagendra Kumar M R · Bengaluru, IN
• Hariram Krishnamurth · Chennai, IN
• Karthik Lakshminarayanan · Bengaluru, IN

Key dates

• Filing date: Feb 21, 2018
• Grant date: May 21, 2019
• Expiry date: Feb 21, 2038

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/403
• WIPO field: Computer technology
• WIPO sector: Electrical engineering

Abstract

A curator captures input data corresponding to service tasks from an external source. Further, a browser extension collects intermediate service delivery data for the service tasks from the external source. Subsequently, a learner stores the input data and the intermediate service delivery data as training data. Then, a receiver receives a service request from a client. The service request is indicative of a service task to be performed and information associated with the service task. Further, an advisor processes the service request to generate an intermediate service response. Thereafter, the advisor determines a confidence level associated with the intermediate service response and ascertains whether the confidence level associated with service response is below pre-determined threshold level. If the confidence level is below a pre-determined threshold level, the advisor automatically generates a final service response corresponding to service request based on training data.