Automated workflow selection for agent within an electronic conversation system
US11625152B1 · kind B1 · utility
1Cited by
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20Claims
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Key dates
| Filing date | Oct 29, 2021 |
| Grant date | Apr 11, 2023 |
| Priority date | — |
| Expiry date | Oct 29, 2041 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L15/30
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Within an environment in which users converse at least partly with human agents to accomplish a desired task, a server assists the agents by identifying workflows that are most applicable to the current conversation. Workflow selection functionality identifies one or more candidate workflows based on techniques such as user intent inference, conversation state tracking, or search, according to various embodiments. The identified candidate workflows are either automatically selected on behalf of the agent, or are presented to the agent for manual selection.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.