# US 11,748,422 B2 · Digital content security and 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 11,748,422 B2 - Document ID: US11748422B2 - Status: Granted - Kind: B2 - Application number: 16/355,410 - Filed: 2019-03-15 - Published: 2020-09-17 - Granted: 2023-09-05 - 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/US11748422B2 ## CPC - G06F 16/9535: Search customisation based on user profiles and personalisation - G06F 16/90335: {Query processing} - G06F 40/205: Parsing - G06F 40/30: Semantic analysis - G06N 3/0464: Convolutional networks [CNN, ConvNet] - G06N 3/08: Learning methods - G06N 3/09: Supervised learning - G06N 20/00: Machine learning - G06Q 10/06315: {Needs-based resource requirements planning or analysis} - G06N 3/045: Combinations of networks - H04M 3/493: Interactive information services, e.g. directory enquiries {; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals} - H04M 3/5141: {Details of processing calls and other types of contacts in an unified manner (unified messaging in packet-switching networks H04L51/56)} - H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends} - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - G06N: COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS - 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 - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract A system for a digital content security and communications system using an artificial intelligence (AI) based machine learning and predictive analysis 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 A digital content communications system, comprising: a processor; and a memory having instructions stored thereon, which when executed, causes the processor to: receive communication data from a user via a first communication channel; identify, for a conversation by the user with the digital content communications system in the first communication channel, conversation details associated with the user having the conversation with the digital content communications system based on the communication data; monitor, for the digital content communications system, inbound data associated with a plurality of conversations with the digital content communications system via a plurality of communication channels, wherein the inbound data comprises additional conversation details for new and ongoing conversations in the plurality of communication channels; identify, based on the conversation details and monitoring the inbound data, a data security requirement associated with having the conversation with the user; determine, for the conversation based on the conversation details, the inbound data, and the data security requirement, the conversation that is ongoing with the user in the first communication channel is required to be switched, in real-time during the conversation, from the first communication channel to a second communication channel of the plurality of communication channels; determine, using an adaptive conversation scheduler based on the conversation details, the inbound data, and the data security requirement, the second communication channel that is adapted for the conversation from a conversation schedule for the plurality of conversations, wherein the first communication channel is initially selected by the user for the conversation with the digital content communications system, and wherein the second communication channel is automatically determined on behalf of the user by the digital content communications system for the conversation based at least on the conversation schedule and the data security requirement; route, during the conversation by the adaptive conversation scheduler in accordance with the conversation schedule, inbound data for the conversation from the first communication channel to the second communication channel in real-time while the conversation is ongoing and without ending the conversation with the user; provide the conversation with the user via the second communication channel, wherein the conversation is provided to the user at a user device, and wherein the conversation is an intent-driven conversation, the intent-driven conversation provided by applying an AI-based technique including at least one of: parsing the communication data from the user using at least one data processing technique of the AI-based technique; determining a user intent from the parsed communication data using a machine learning model of the AI-based technique; or determining at least one relevant response to a user query based on the determined user intent and the conversation using proactive engagement options of the AI-based technique. ### Claim 2 (depends on 1) The digital content communications system of claim 1, wherein the intent-driven conversation comprises a multi-intent determination, and wherein determining the user intent and determining the at least one relevant response are interleaved over a plurality of days. ### Claim 3 (depends on 1) The digital content communications system of claim 1, wherein the intent-driven conversation comprises a sentiment based on a sentiment analysis that uses natural language processing (NLP) and multiple dimensions of intent and context analysis to guide the intent-driven conversation with the user. ### Claim 4 (depends on 1) The digital content communications system of claim 1, wherein the intent-driven conversation is based on a multi-labelling technique for processing a plurality of user intents. ### Claim 5 (depends on 1) The digital content communications system of claim 1, wherein the second communication channel is a secure communication channel. ### Claim 6 (depends on 1) The digital content communications system of claim 1, wherein the second communication channel is one of: identical to a communication channel type of the first communication channel that is available from a communication channel provider at a later time and provided based on the data security requirement, or further determined based on at least one of preference data received from the user or information identifying the user. ### Claim 7 (depends on 1) The digital content communications system of claim 1, wherein the at least one relevant response comprises at least one of: 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, or providing the user with information responsive to the user inquiry. ### Claim 8 (depends on 1) The digital content communications system of claim 1, wherein the intent-driven conversation comprises a configurable conversation flow technique and linguistic variation technique to enhance user experience. ### Claim 9 (depends on 8) The digital content communications system of claim 8, wherein the configuration conversation flow technique comprises utilization of conversation rules to identify critical events or changes in conversations and to adapt the at least one relevant response to the critical events or changes. ### Claim 10 (depends on 8) The digital content communications system of claim 8, wherein the linguistic variation technique defines multiple variations of the configurable conversation flow technique using at least one of a tone, an attitude, a punctuation, a capitalization, an abbreviation, a vocabulary, a directness, a friendliness, or a hostility, and wherein the linguistic variation technique is used to predict likely success of the conversation with the user. ### Claim 11 A non-transitory computer-readable storage medium having executable stored thereon, which when executed instructs a processor to: a processor; and receive communication data from a user via a first communication channel of a digital content communication system; identify, for a conversation by the user with the digital content communications system in the first communication channel, conversation details associated with the user having the conversation with the digital content communications system based on the communication data; monitor, for the digital content communications system, inbound data associated with a plurality of conversations with the digital content communications system via a plurality of communication channels, wherein the inbound data comprises additional conversation details for new and ongoing conversations in the plurality of communication channels; identify, based on the conversation details and monitoring the inbound data, a data security requirement associated with having the conversation with the user; determine, for the conversation based on the conversation details, the inbound data, and the data security requirement, the conversation that is ongoing with the user in the first communication channel is required to be switched, in real-time during the conversation, from the first communication channel to a second communication channel of the plurality of communication channels; determine, using an adaptive conversation scheduler based on the conversation details, the inbound data, and the data security requirement, the second communication channel that is adapted for the conversation from a conversation schedule for the plurality of conversations, wherein the first communication channel is initially selected by the user for the conversation with the digital content communications system, and wherein the second communication channel is automatically determined on behalf of the user by the digital content communications system for the conversation based at least on the conversation schedule and the data security requirement; route, during the conversation by the adaptive conversation scheduler in accordance with the conversation schedule, inbound data for the conversation from the first communication channel to the second communication channel in real-time while the conversation is ongoing and without ending the conversation with the user; provide the conversation with the user via the second communication channel, wherein the conversation is provided to the user at a user device, and wherein the conversation is an intent-driven conversation, the intent-driven conversation provided by applying an AI-based technique including at least one of: parsing the communication data from the user using at least one data processing technique of the AI-based technique; determining a user intent from the parsed communication data using a machine learning model of the AI-based technique; or determining at least one relevant response to a user query based on the determined user intent and the conversation using proactive engagement options of the AI-based technique. ### Claim 12 A method for digital content communications, comprising: receive communication data from a user via a first communication channel; identify, for a conversation by the user with the digital content communications system in the first communication channel, conversation details associated with the user having the conversation with the digital content communications system based on the communication data; monitor, for the digital content communications system, inbound data associated with a plurality of conversations with the digital content communications system via a plurality of communication channels, wherein the inbound data comprises additional conversation details for new and ongoing conversations in the plurality of communication channels; identify, based on the conversation details and monitoring the inbound data, a data security requirement associated with having the conversation with the user; determine, for the conversation based on the conversation details, the inbound data, and the data security requirement, the conversation that is ongoing with the user in the first communication channel is required to be switched, in real-time during the conversation, from the first communication channel to a second communication channel of the plurality of communication channels; determine, using an adaptive conversation scheduler based on the conversation details, the inbound data, and the data security requirement, the second communication channel that is adapted for the conversation from a conversation schedule for the plurality of conversations, wherein the first communication channel is initially selected by the user for the conversation with the digital content communications system, and wherein the second communication channel is automatically determined on behalf of the user by the digital content communications system for the conversation based at least on the conversation schedule and the data security requirement; route, during the conversation by the adaptive conversation scheduler in accordance with the conversation schedule, inbound data for the conversation from the first communication channel to the second communication channel in real-time while the conversation is ongoing and without ending the conversation with the user; provide the conversation with the user via the second communication channel, wherein the conversation is provided to the user at a user device, and wherein the conversation is an intent-driven conversation, the intent-driven conversation provided by applying an AI-based technique including at least one of: parsing the communication data from the user using at least one data processing technique of the AI-based technique; determining a user intent from the parsed communication data using a machine learning model of the AI-based technique; or determining at least one relevant response to a user query based on the determined user intent and the conversation using proactive engagement options of the AI-based technique. ### Claim 13 (depends on 12) The method of claim 12, wherein the intent-driven conversation comprises a multi-intent determination, and wherein determining the user intent and determining the at least one relevant response are interleaved over a plurality of days. ### Claim 14 (depends on 12) The method of claim 12, wherein the intent-driven conversation comprises a sentiment based on a sentiment analysis that uses natural language processing (NLP) and multiple dimensions of intent and context analysis to guide the intent-driven conversation with the user. ### Claim 15 (depends on 12) The method of claim 12, wherein the intent-driven conversation is based on a multi-labelling technique for processing a plurality of user intents. ### Claim 16 (depends on 12) The method of claim 12, wherein the second communication channel is a secure communication channel. ### Claim 17 (depends on 12) The method of claim 12, wherein the second communication channel is one of: identical to a communication channel type of the first communication channel that is available from a communication channel provider at a later time and provided based on the data security requirement, or further determined based on at least one of preference data received from the user or information identifying the user. ### Claim 18 (depends on 12) The method of claim 12, wherein the at least one relevant response comprises at least one of: 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, or providing the user with information responsive to the user inquiry. ### Claim 19 (depends on 12) The method of claim 12, wherein the intent-driven conversation comprises a configurable conversation flow technique and linguistic variation technique to enhance user experience. ### Claim 20 (depends on 19) The method of claim 19, wherein: the configuration conversation flow technique comprises utilization of conversation rules to identify critical events or changes in conversations and to adapt the at least one relevant response to the critical events or changes; and the linguistic variation technique defines multiple variations of the configurable conversation flow technique using at least one of a tone, an attitude, a punctuation, a capitalization, an abbreviation, a vocabulary, a directness, a friendliness, or a hostility, and wherein the linguistic variation technique is used to predict likely success of the conversation with the user.