Techniques to predictively respond to user requests using natural language processing

An apparatus for predictively responding to user requests, comprising:

• a processor circuit on a device;
• an operator console;
• a client communication component operative on the processor circuit to receive the user request from a user client;
• an interaction processing component operative on the processor circuit to:
• submit the user request to a natural language processing component, the natural language processing component trained based on a live data set, the live data set including a plurality of exchanges between a plurality of operators and a plurality of user clients, the live data set including a plurality of application program interface interactions engaged by the plurality of operators;
• receive one or more suggested operator responses to the user request from the natural language processing component;
• receive one or more suggested operator actions to be taken by the operator on behalf of the user client to address the user request from the natural language processing component, the suggested operator actions involving interactions with third-parties distinct from a communication with the user client;
• and
• a user interface component operative on the processor circuit to:
• display, at the operator console, an operator interface for an operator for addressing user requests from a user client, the user client distinct from the operator;
• display the suggested operator responses and suggested operator actions in a suggested responses portion of the operator interface;
• receive a selection of one of the one or more suggested operator responses;
• and
• transfer the selected suggested operator response from the suggested responses portion of the operator interface to a message interaction display portion of the operator interface;
• and
• the client communication component further operative to transmit the selected suggested operator response to the user client.

At least one non-transitory computer-readable storage medium comprising instructions implementing a system for predictively responding to user requests, the instructions, that, when executed, cause the system to:

• display, at an operator console, an operator interface for an operator for addressing user requests from a user client, the user client distinct from the operator;
• receive a user request from the user client and display the user request in a message interaction display portion of the operator interface;
• submit the user request to a natural language processing component;
• receive one or more suggested operator responses to the user request from the natural language processing component;
• receive one or more suggested operator actions to be taken by the operator on behalf of the user client to address the user request from the natural language processing component, the suggested operator actions involving interactions with third-parties distinct from a communication with the user, wherein the suggested operator actions are accessed via a provider-specific application programming interface provided by a third party;
• display the suggested operator responses and the suggested operator actions in a suggested responses portion of the operator interface;
• receive a selection of one of the one or more suggested operator responses;
• transfer the selected suggested operator response from the suggested responses portion of the operator console to the message interaction display portion of the operator console;
• and
• transmit the selected suggested operator response to the user client.