Real-time integration of machine intelligence into client messaging platforms
US11528240B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 13, 2021 |
| Grant date | Dec 13, 2022 |
| Priority date | — |
| Expiry date | Sep 13, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04W4/14
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
This disclosure describes techniques that facilitate selectively automating a response to a client request for vendor services based on an intended meaning of the client request, a category of vendor services associated with the client request, and one or more factors such as an urgency index and a health index. The vendor services system may parse audio, text, and image data of a client request to determine an intended meaning. In some examples, the vendor services system may automate a response that resolves the client request, or automate a response that requests additional information from the client device. Alternatively, or additionally, the vendor services system may direct the client request to a vendor representative for further processing. In doing so, the vendor services system may monitor dialogue between the client and vendor representative, and selectively provide the vendor representative with support data that may help resolve the client request.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.