# US 11,017,176 B2 · Omnichannel data communications system using artificial intelligence (AI) based machine learning and predictive analysis > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 11,017,176 B2 - Document ID: US11017176B2 - Status: Granted - Kind: B2 - Application number: 16/355,375 - Filed: 2019-03-15 - Published: 2020-09-17 - Granted: 2021-05-25 - Earliest claimed: 2019-03-15 - Assignees: Contactengine Limited - Applicants: ContactEngine Limited - Inventors: Andrew Mark Ayers; Giles Bryan; Mark Kingsley Smith - Web page: https://patentgrep.com/patent/US11017176B2 ## CPC - G06F 40/30: Semantic analysis - G06F 40/35: Discourse or dialogue representation - G06F 40/205: Parsing - G06F 40/263: Language identification - G06F 40/40: Processing or translation of natural language (natural language analysis G06F40/20; semantic analysis G06F40/30) - G06F 40/56: Natural language generation - G06N 3/04: Architecture, e.g. interconnection topology - G06N 3/0464: Convolutional networks [CNN, ConvNet] - G06N 5/045: Explanation of inference; Explainable artificial intelligence [XAI]; Interpretable artificial intelligence - G06N 20/00: Machine learning - G06N 20/20: Ensemble learning - H04L 51/02: using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages - G06N 3/045: Combinations of networks - G06N 5/022: Knowledge engineering; Knowledge acquisition - G06Q 30/016: After-sales - H04L 51/216: Handling conversation history, e.g. grouping of messages in sessions or threads - H04W 4/025: {using location based information parameters} - H04W 4/14: Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD] - H04W 4/21: for social networking applications - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - G06N: COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR - H04W: WIRELESS COMMUNICATION NETWORKS (broadcast communication H04H; communication systems using wireless links for non-selective communication, e.g. wireless extensions H04M1/72) ## Abstract A system for artificial intelligence (AI) based omnichannel data communications is disclosed. The system may comprise a data store to store and manage data within a network, a server to facilitate operations using information from the one or more data stores, and an analytics subsystem to communicate with the server and the data store in the network. The analytics subsystem may comprise a data access interface to receive communication data from a user via a first communication channel. The analytics subsystem may comprise a processor to provide a proactive, adaptive, and intelligent conversation with the user via a second communication channel. The system may also comprise an output interface to transmit the at least one appropriate response to the user at a user device using any number of AI-based and data processing techniques to better identify customer touchpoints and improve customer journey and experience during customer engagement scenarios. ## Claims ### Claim 1 An artificial intelligence (AI) based omnichannel data communications system, comprising: a data store to store and to manage data within a network; a server to facilitate operations using information from the one or more data stores; an analytics subsystem to communicate with the server and the data store in the network, the analytics subsystem system comprising: a data access interface to: receive communication data from a user via a first communication channel; a processor to: provide a proactive, adaptive, and intelligent objective-driven conversation with the user via a second communication channel, wherein the proactive, adaptive, and intelligent objective-driven conversation is provided to the user at a user device by: parsing the communication data from the user; determining user intent from the parsed communication data; activating at least one objective based on at least one of the parsed communication data or changes in state of patterns of the determined user intent; determining at least one appropriate response to a user query based on and driven by the at least one objective; generating the at least one appropriate response that is responsive to the user query and driven by the at least one objective; and coordinating at least one action to provide a good or service to the user in order to meet the at least one objective; and an output interface to transmit the at least one appropriate response to the user at a user device. ### Claim 2 (depends on 1) The system of claim 1, wherein the communication channel comprises at least one of telephone, email, simple message service (SMS), mobile device application, video conference, website, digital conversational entity, and social network platform. ### Claim 3 (depends on 1) The system of claim 1, wherein the data access interface further receives data from a data source, the data source comprising at least one of a website, a document, enterprise resource planning (ERP) system, a database, a web feed, a sensor, a geolocation data source, a server, an analytics tool, a mobile device, and a reporting system. ### Claim 4 (depends on 1) The system of claim 1, wherein the conversation is a multilingual conversation based on the data received from the user or information identifying the user. ### Claim 5 (depends on 1) The system of claim 1, wherein the second communication channel is a secure communication channel. ### Claim 6 (depends on 1) The system of claim 1, wherein the second communication channel is identical to the first communication channel or based on preference data received from the user or information identifying the user. ### Claim 7 (depends on 1) The system of claim 1, wherein the at least one action comprises scheduling an appointment, confirming an appointment, cancelling an appointment, presenting a sales or marketing opportunity, selling a good or service, collecting more data or information with regard to the user or a user inquiry, and providing the user with information responsive to the user inquiry. ### Claim 8 (depends on 1) The system of claim 1, wherein parsing the communication data comprises at least one of document object model (DOM) parsing, natural language processing (NLP), and data caching. ### Claim 9 (depends on 1) The system of claim 1, further comprising applying an AI-based technique for at least one of: determining user intent, determining at least one appropriate response to the user query, and generating the at least one appropriate response. ### Claim 10 (depends on 1) The system of claim 1, further comprising applying a machine learning technique using a convolutional neural network (CNN) for at least one of: determining user intent, determining at least one appropriate response to the user query, and generating the at least one appropriate response. ### Claim 11 (depends on 1) The system of claim 1, wherein the at least one objective is directed to at least one of the following: user engagement, user satisfaction, user retention, user preference or personalization, linguistic priority, or reprioritization of user scheduling options. ### Claim 12 An artificial intelligence (AI) based omnichannel data communications system, comprising: a data store to store and to manage data within a network; a server to facilitate operations using information from the one or more data stores; an analytics subsystem to communicate with the server and the data store in the network, the analytics subsystem system comprising: a data access interface to: receive communication data from a user via a first communication channel, wherein the communication channel comprises at least one of telephone, email, simple message service (SMS), mobile device application, video conference, website, digital conversational entity, and social network platform; receive data from a data source, wherein the data source comprises at least one of a website, a document, enterprise resource planning (ERP) system, a database, a web feed, a sensor, a geolocation data source, a server, an analytics tool, a mobile device, and a reporting system; a processor to: provide a proactive, adaptive, and intelligent objective-driven conversation with the user via a second communication channel, wherein the conversation is a multilingual conversation based on the data received from the user or information identifying the user, and wherein the second communication channel is a secure communication channel, wherein the second communication channel is identical to the first communication channel or based on preference data received from the user or information identifying the user, and wherein the proactive, adaptive, and intelligent objective-driven conversation is provided to the user at a user device by: parsing the communication data from the user; determining user intent from the parsed communication data; activating at least one objective based on at least one of the parsed communication data or changes in state of patterns of the determined user intent; determining at least one appropriate response to a user query based on and driven by the at least one objective; generating the at least one appropriate response that is responsive to the user query and driven by the at least one objective; and coordinating at least one action to provide a good or service to the user in order to meet the at least one objective, wherein the at least one action comprises scheduling an appointment, confirming an appointment, cancelling an appointment, presenting a sales or marketing opportunity, selling a good or service, collecting more data or information with regard to the user or a user inquiry, and providing the user with information responsive to the user inquiry; and an output interface to transmit the at least one appropriate response to the user at a user device. ### Claim 13 A method for omnichannel communications, comprising: receiving communication data, via a data access interface, from a user via a first communication channel over a network; providing, using a processor, a proactive, adaptive, and intelligent objective-driven conversation with the user via a second communication channel, wherein the proactive, adaptive, and intelligent objective-driven conversation is provided to the user at a user device by: parsing the communication data from the user; determining user intent from the parsed communication data; activating at least one objective based on at least one of the parsed communication data or changes in state of patterns of the determined user intent; determining at least one appropriate response to a user query based on and driven by the at least one objective; generating the at least one appropriate response that is responsive to the user query and driven by the at least one objective; and coordinating at least one action to provide a good or service to the user in order to meet the at least one objective; and transmitting, via an output interface, the at least one appropriate response to the user at a user device. ### Claim 14 (depends on 13) The method of claim 13, wherein the communication channel comprises at least one of telephone, email, simple message service (SMS), mobile device application, video conference, website, digital conversational entity, and social network platform. ### Claim 15 (depends on 13) The method of claim 13, wherein the data access interface further receives data from a data source, the data source comprising at least one of a website, a document, enterprise resource planning (ERP) system, a database, a web feed, a sensor, a geolocation data source, a server, an analytics tool, a mobile device, and a reporting system. ### Claim 16 (depends on 13) The method of claim 13, wherein the conversation is a multilingual conversation based on the data received from the user or information identifying the user. ### Claim 17 (depends on 13) The method of claim 13, wherein the second communication channel is a secure communication channel. ### Claim 18 (depends on 13) The method of claim 13, wherein the second communication channel is identical to the first communication channel or based on preference data received from the user or information identifying the user. ### Claim 19 (depends on 13) The method of claim 13, wherein the at least one action comprises scheduling an appointment, confirming an appointment, cancelling an appointment, presenting a sales or marketing opportunity, selling a good or service, collecting more data or information with regard to the user or a user inquiry, and providing the user with information responsive to the user inquiry. ### Claim 20 (depends on 13) The method of claim 13, further comprising applying an AI-based technique for at least one of: determining user intent, determining at least one appropriate response to the user query, and generating the at least one appropriate response, wherein the AI-based technique is a machine learning technique using a convolutional neural network (CNN). ### Claim 21 (depends on 13) A non-transitory computer-readable storage medium having an executable stored thereon, which when executed instructs a processor to perform the method of claim 13.