Intelligent virtual agent for managing customer communication and workflows
AssigneeAccenture Global Solutions Limited
InventorsKeisuke Yamane, Takatsuna Awakura, Shinji Makabe, Takayuki Kumon, Hirotoshi Mizukami, Akira Yagi, Kazuya Sakada, Akihisa Naruo, Akio Hoshikawa
Life of this patent
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Abstract
The disclosed intelligent virtual agent provides a single, unified platform for completing a variety of diverse complex business transactions including a series of interactions between multiple people and the performance of multiple tasks occurring at different points in time.
Claims20
A method of using a virtual agent to perform a first workflow comprising multiple tasks, the method comprising:
- sending messages to and receiving messages from:
- a first user,
- the first user having a first state, and
- a second user,
- the second user having a second state,
- the messages sent and received via one or more of a frontend component and a chat engine, and
- the chat engine having a chat server and a bot server,
- wherein at least one of the received messages includes a request associated with the first workflow;
- using the bot server to:
- receive at least one chat command included in at least one of the received messages,
- obtain user information related to one of the first user and the second user;
- using a workflow server that is different from the bot server to:
- start and manage a first instance of the first workflow, the starting and managing the first instance of the first workflow including managing the multiple tasks,
- wherein the multiple tasks include a first task and a second task;
- storing information in a data lake, the information including the first state and the second state after completing the first task;
- and
- using the information stored in the data lake during the second task of the first workflow.
A non-transitory computer-readable medium storing software comprising instructions executable by one or more computers which, upon such execution, cause the one or more computers to:
- send messages to and receive messages from:
- a first user,
- the first user having a first state, and
- a second user,
- the second user having a second state,
- the messages sent and received via one or more of a frontend component and a chat engine, and
- the chat engine having a chat server and a bot server,
- wherein at least one of the received messages includes a request associated with a first workflow comprising multiple tasks;
- use the bot server to:
- receive at least one chat command included in at least one of the received messages,
- obtain user information related to one of the first user and the second user;
- use a workflow server that is different from the bot server to:
- start and manage a first instance of the first workflow, the starting and managing the first instance of the first workflow including managing the multiple tasks,
- wherein the multiple tasks include a first task and a second task;
- store information in a data lake, the information including the first state and the second state after completing the first task;
- and
- use the information stored in the data lake during the second task of the first workflow.
A system for using a virtual agent to perform a first workflow comprising multiple tasks, comprising:
- one or more computers and one or more storage devices storing instructions that are operable, when executed by the one or more computers, to cause the one or more computers to:
- send messages to and receive messages from:
- a first user,
- the first user having a first state, and
- a second user,
- the second user having a second state,
- the messages sent and received via one or more of a frontend component and a chat engine, and
- the chat engine having a chat server and a bot server,
- wherein at least one of the received messages includes a request associated with the first workflow;
- use the bot server to:
- receive at least one chat command included in at least one of the received messages,
- obtain user information related to one of the first user and the second user;
- use a workflow server that is different from the bot server to:
- start and manage a first instance of the first workflow, the starting and managing the first instance of the first workflow including managing the multiple tasks,
- wherein the multiple tasks include a first task and a second task;
- store information in a data lake, the information including the first state and the second state after completing the first task;
- and
- use the information stored in the data lake during the second task of the first workflow.
Dependencies are inferred from the claim text.