Intelligent agent assistant for natural language understanding in a customer service system

A non-transitory computer-readable storage medium storing instructions that when executed by a computer processor perform actions comprising:

• obtaining a natural language utterance of a user within a conversation with a human agent via a communication server;
• based on a state of the conversation, using a natural language understanding model to identify a plurality of concepts from the utterance;
• and
• presenting, to a human agent, the identified concepts and a transcript of the conversation within an agent desktop user interface, such that the human agent can use the agent desktop user interface to approve or modify the identified concepts to be included as input for a workflow objective, the agent desktop user interface comprising:
• a first region displaying the transcript of the conversation,
• a second region displaying the identified concepts,
• a third region displaying a form used to fulfill the workflow objective, and
• a visual link between ones of the identified concepts and corresponding ones of fields of the form;
• wherein the human agent approves the identified concepts by selecting one of the identified concepts, such that a value of the selected identified concept is populated within a field of the form to which the selected identified concept was visually linked.

A communication server comprising:

• a computer processor;
• and
• a non-transitory computer-readable storage medium storing instructions that when executed by the computer processor perform actions comprising:
• obtaining a natural language utterance of a user within a conversation with a human agent via the communication server;
• based on a state of the conversation, using a natural language understanding model to identify a plurality of concepts from the utterance;
• and
• presenting, to a human agent, the identified concepts and a transcript of the conversation within an agent desktop user interface, such that the human agent can use the agent desktop user interface to approve or modify the identified concepts to be included as input for a workflow objective, the agent desktop user interface comprising:
• a first region displaying the transcript of the conversation,
• a second region displaying the identified concepts,
• a third region displaying a form used to fulfill the workflow objective, and
• a visual link between ones of the identified concepts and corresponding ones of fields of the form;
• wherein the human agent approves the identified concepts by selecting one of the identified concepts, such that a value of the selected identified concept is populated within a field of the form to which the selected identified concept was visually linked.