# US 11,790,180 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 11,790,180 B2 - Document ID: US11790180B2 - Status: Granted - Kind: B2 - Application number: 17/510,295 - Filed: 2021-10-25 - Published: 2022-02-10 - Granted: 2023-10-17 - 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/US11790180B2 ## 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 determining context and intent in a conversation using machine learning (ML) based artificial intelligence (AI) in omni channel 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 a ML-based AI subsystem to communicate with the server and the data store in the network. The ML-based AI subsystem may comprise a data access interface to receive data associated with a conversation with a user via a communication channel. The ML-based AI subsystem may comprise a processor to provide a proactive, adaptive, and intelligent conversation by applying hierarchical multi-intent data labeling framework, training at least one model with training data, and generating and deploying a production-ready model based on the trained and retained at least one model. ## Claims ### Claim 1 A method for omnichannel communications, which comprises: receiving communication data, via a data access interface, from a user via a first communication channel over a network, wherein the communication data comprises a query in the first communication channel; providing an objective-driven conversation with the user via a second communication channel, wherein the objective-driven conversation is provided to the user via a user device by: parsing the communication data from the user; determining user intent from the parsed communication data, wherein the user intent comprises a request for an interaction related to a good or a service by the user based on the query; determining an objective for the user based on at least one of the determined user intent or one or more changes in a state or a pattern of the parsed communication data, wherein the objective is associated with providing an assistance for the interaction with the good or the service; activating the objective for the user based on at least one of the determined user intent or the one or more changes in the state or the pattern of the parsed communication data; receiving a user query from the user; generating a response to the user query based on the objective; coordinating an action for the good or the service to the user with the response, wherein the action provides the assistance when meeting the objective; and transmitting, via an output interface over the network, the response with the action to the user at the user device in the second communication channel independent of the query in the first communication channel. ### Claim 2 (depends on 1) The method of claim 1, wherein the first communication channel comprises one of a telephone, an email, a simple message service (SMS), a mobile device application, a video conference, a website, a digital conversational entity, or a social network platform. ### Claim 3 (depends on 1) The method of claim 1, wherein the data access interface further receives the communication data from a data source, the data source comprising at least one of a website, a document, an enterprise resource planning (ERP) system, a database, a web feed, a sensor, a geolocation data source, a server, an analytics tool, a mobile device, or a reporting system. ### Claim 4 (depends on 1) The method of claim 1, wherein the objective-driven conversation comprises a multilingual conversation based on the communication data received from the user or information identifying the user. ### Claim 5 (depends on 1) The method of claim 1, wherein the second communication channel is a secure communication channel. ### Claim 6 (depends on 1) The method of claim 1, wherein the second communication channel comprises one of a same communication channel as the first communication channel or a preferred communication channel that is either selected by the user or based on information identifying the user. ### Claim 7 (depends on 1) The method of claim 1, wherein the action comprises one of scheduling an appointment for the good or the service, confirming the appointment for the good or the service, cancelling the appointment for the good or the service, presenting a sales or a marketing opportunity for the good or the service, selling the good or the service, collecting additional data with regard to the user or the user query for the good or the service, or providing the user with information responsive to the user query for the good or the service. ### Claim 8 (depends on 1) The method of claim 1, wherein at least one of determining the user intent, generating the response to the user query, or coordinating the action comprises: applying an artificial intelligence (AI)-based technique, wherein the AI-based technique comprises an ML predictive analysis using a convolutional neural network (CNN). ### Claim 9 (depends on 1) The method of claim 1, wherein the objective-driven conversation comprises a proactive, adaptive, and intelligent objective-driven conversation. ### Claim 10 A system for omnichannel communications, the system comprising: a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform operations which comprise: receiving communication data, via a data access interface, from a user via a first communication channel over a network, wherein the communication data comprises a query in the first communication channel; providing an objective-driven conversation with the user via a second communication channel, wherein the objective-driven conversation is provided to the user via a user device by: parsing the communication data from the user; determining user intent from the parsed communication data, wherein the user intent comprises a request for an interaction related to a good or a service by the user based on the query; determining an objective for the user based on at least one of the determined user intent or one or more changes in a state or a pattern of the parsed communication data, wherein the objective is associated with providing an assistance for the interaction with the good or the service; activating the objective for the user based on at least one of the determined user intent or the one or more changes in the state or the pattern of the parsed communication data; receiving a user query from the user; generating a response to the user query based on the objective; coordinating an action for the good or the service to the user with the response, wherein the action provides the assistance when meeting the objective; and transmitting, via an output interface over the network, the response with the action to the user at the user device in the second communication channel independent of the query in the first communication channel. ### Claim 11 (depends on 10) The system of claim 10, wherein the first communication channel comprises one of a telephone, an email, a simple message service (SMS), a mobile device application, a video conference, a website, a digital conversational entity, or a social network platform. ### Claim 12 (depends on 10) The system of claim 10, wherein the data access interface further receives the communication data from a data source, the data source comprising at least one of a website, a document, an enterprise resource planning (ERP) system, a database, a web feed, a sensor, a geolocation data source, a server, an analytics tool, a mobile device, or a reporting system. ### Claim 13 (depends on 10) The system of claim 10, wherein the objective-driven conversation comprises a multilingual conversation based on the communication data received from the user or information identifying the user. ### Claim 14 (depends on 10) The system of claim 10, wherein the second communication channel is a secure communication channel. ### Claim 15 (depends on 10) The system of claim 10, wherein the second communication channel comprises one of a same communication channel as the first communication channel or a preferred communication channel that is either selected by the user or based on information identifying the user. ### Claim 16 (depends on 10) The system of claim 10, wherein the action comprises one of scheduling an appointment for the good or the service, confirming the appointment for the good or the service, cancelling the appointment for the good or the service, presenting a sales or a marketing opportunity for the good or the service, selling the good or the service, collecting additional data with regard to the user or the user query for the good or the service, or providing the user with information responsive to the user query for the good or the service. ### Claim 17 (depends on 10) The system of claim 10, wherein at least one of determining the user intent, generating the response to the user query, or coordinating the action comprises: applying an artificial intelligence (AI)-based technique, wherein the AI-based technique comprises an ML predictive analysis using a convolutional neural network (CNN). ### Claim 18 (depends on 10) The system of claim 10, wherein the objective-driven conversation comprises a proactive, adaptive, and intelligent objective-driven conversation. ### Claim 19 A non-transitory computer-readable medium having stored thereon computer-readable instructions executable to provide omnichannel communications, the computer-readable instructions executable to perform operations which comprise: receiving communication data, via a data access interface, from a user via a first communication channel over a network, wherein the communication data comprises a query in the first communication channel; providing an objective-driven conversation with the user via a second communication channel, wherein the objective-driven conversation is provided to the user via a user device by: parsing the communication data from the user; determining user intent from the parsed communication data, wherein the user intent comprises a request for an interaction related to a good or a service by the user based on the query; determining an objective for the user based on at least one of the determined user intent or one or more changes in a state or a pattern of the parsed communication data, wherein the objective is associated with providing an assistance for the interaction with the good or the service; activating the objective for the user based on at least one of the determined user intent or the one or more changes in the state or the pattern of the parsed communication data; receiving a user query from the user; generating a response to the user query based on the objective; coordinating an action for the good or the service to the user with the response, wherein the action provides the assistance when meeting the objective; and transmitting, via an output interface over the network, the response with the action to the user at the user device in the second communication channel independent of the query in the first communication channel. ### Claim 20 (depends on 19) The non-transitory computer-readable medium of claim 19, wherein the first communication channel comprises one of a telephone, an email, a simple message service (SMS), a mobile device application, a video conference, a website, a digital conversational entity, or a social network platform.