US 10,951,720 B2 · Multi-channel cognitive resource platform

Abstract

Embodiments of the invention are directed to systems, methods, and computer program products for providing a multi-channel cognitive resource platform configured for intelligent, proactive and responsive communication with a user, via a user device. The system is further configured to perform one or more user activities, in an integrated manner, within a single interface of the user device, without requiring the user to operate disparate applications. Furthermore, the system is configured to receive user input through multiple communication channels such as a textual communication channel and an audio communication channel. The system is further configured to switch between the various communication channels seamlessly, and in real-time.

A system for establishing intelligent, proactive and responsive communication with a user, comprising a multi-channel cognitive resource platform for performing electronic activities in an integrated manner from a single interface, the system comprising:

at least one memory device with computer-readable program code stored thereon;
at least one communication device;
at least one processing device operatively coupled to the at least one memory device and the at least one communication device, wherein executing the computer-readable program code is configured to cause the at least one processing device to:
provide a multi-channel cognitive resource application on a user device associated with the user, wherein the multi-channel cognitive resource application is configured to present a central user interface on a display device of the user device, wherein presenting the central user interface on the display device of the user device comprises:
modifying an existing display of the display device of the user device by (i) modifying a brightness of the existing display, and/or (ii) locking a presentation on the display device for a predetermined time interval;
and
presenting the central user interface on the display device of the user device in response to determining a display trigger comprising (i) receiving a wireless signal from a resource entity device, and/or (ii) a user input;
conduct, via the central user interface, a first conversation with the user, wherein conducting the first conversation comprises:
receiving, via the central user interface, a first activity input from the user regarding initiation of a first user activity, wherein the first activity input is received through a first communication medium;
and
presenting, via the central user interface, the received first activity input from the user;
receive, via the user device, a second activity input from the user through a second communication medium different from the first communication medium;
determine that the second activity input is associated with the first conversation with the user, wherein determining comprises analyzing the second activity input to determine that the second activity input is associated with the first user activity, comprising constructing a parse tree data structure based on the second activity input;
switch, automatically, a communication channel of the first conversation from the first communication medium to the second communication medium in real time, in response to determining that the second activity input is associated with the first conversation based on at least analyzing the parse tree data structure;
and
initiate completion of the first user activity within the central user interface of the multi-channel cognitive resource application, comprising:
analyzing the parse tree data structure, wherein the parse tree data structure comprises one or more activity elements;
and
structuring an application service functionality of the central user interface of the multi-channel cognitive resource application for performing the first user activity at the central user interface based on at least inserting the one or more activity elements of the parse tree data structure;
and
wherein the application service functionality is structured for facilitating completion of the first user activity within the central user interface without requiring opening of another application.

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Multi-channel cognitive resource platform

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Multi-channel cognitive resource platform

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Abstract

Claims20