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US 10,469,665 B1Granted
Workflow based communications routing
AssigneeAmazon Technologies, Inc.
InventorsKristopher William Bell, Vikas Seshagiri Rao Bhardwaj, Ariel Grob Dos Santos, Kathleen Ann Mitchell Gavenman, Gunashekar Jayaraman, Farrukh Raza, Andrew Gardiner Sutherland
Life of this patent
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Abstract
Disclosed are various embodiments for routing communications to service agents based on a workflow. A computing device identifies a user intent object corresponding to a user interaction with the computing device. The computing device then identifies a workflow corresponding to the user intent object. Later, the computing device identifies a service agent capable of completing the workflow. Then, the computing device routes a user to the service agent.
Claims20
A system, comprising:
- a computing device comprising a processor and a memory;
- and
- a first application comprising machine readable instructions stored in the memory that, when executed by the processor, cause the computing device to at least:
- receive a plurality of transcripts generated from a plurality of user conversations with a chat bot;
- process the plurality of transcripts with a recurrent neural network to associate a first text string with a user intent object;
- store the first text string as a search criterion in the user intent object;
- search for a second text string within a transcript of a conversation between a user and a second application;
- determine that the second text string matches the first text string specified by the search criterion stored in the user intent object, wherein the user intent object further specifies a workflow item that identifies a workflow and a service agent for the workflow;
- and
- initiate a connection between a first instance of a messaging application executing on a first client device associated with the user and a second instance of the messaging application executing on a second client device associated with the service agent.
7 more elements
A system, comprising:
- a computing device comprising a processor and a memory;
- and
- an application comprising machine readable instructions stored in the memory that, when executed by the processor, cause the computing device to at least:
- identify a user intent object corresponding to a user interaction with a chat bot, wherein the user intent object is identified based at least in part on a transcript of a conversation between a user and the chat bot;
- select a workflow object based at least in part on the user intent object, wherein the workflow object specifies a workflow that comprises a series of steps to be performed to complete the workflow and a human service agent to process the workflow;
- and
- route the user to the human service agent specified by the workflow object by initiating a connection between a first instance of a messaging application executing on a first client device associated with the user and a second instance of the messaging application executing on a second client device associated with the human service agent.
4 more elements
A method, comprising:
- processing, with a computing device, a first transcript of a first conversation between a first user and a chat bot in order to associate a text string with a user intent object;
- identifying, with the computing device, the user intent object in a second transcript of a second conversation between a second user and a chat bot application based at least in part on a user interaction of the second user with the computing device, wherein the user intent object is identified based at least in part on identifying the text string in the second transcript;
- identifying, with the computing device, a workflow corresponding to the user intent object;
- identifying, with the computing device, a service agent capable of completing the workflow;
- and
- routing, with the computing device, the second user to the service agent by initiating a connection between a first instance of a messaging application executing on a first client device associated with the second user and a second instance of the messaging application executing on a second client device associated with the service agent.
3 more elements
Dependencies are inferred from the claim text.