US 11,960,514 B1 · Interactive conversation assistance using semantic search and generative AI

Abstract

A method of generating content in association with an information search and retrieval system. It begins by receiving a query from a user. The query is semantically-searched to identify a context. A conversation history between the user and the system is identified. An enriched query is then generated by associating to the query both the context and at least a portion of the conversation history. The enriched query is then evaluated/processed by a generative-AI. In response, information associated with the enriched query is received from the generative-AI. A response to the query is then generated using the information, e.g., by passing the information back to the user, by modifying (e.g., editing or supplementing) the information to generate modified information and passing the modified information back to the user, or by dismissing the information. If sensitive information is identified in the utterance, it is masked prior to generating the enriched query.

Claims15

Dependent claims

A method of generating content in association with an information search and retrieval system, comprising:

configuring an application programming interface (API);
responsive to receipt via the API of a query from a user, the query having been received by the information search and retrieval system:
semantically-searching the query to identify a context associated with the query;
identifying a conversation history between the user and the information search and retrieval system;
generating an enriched query by associating to the query both the context and at least a portion of the conversation history;
receiving information associated with the enriched query, the information having been generated by evaluation of the enriched query using a transformer-based language model;
generating a response to the query using the information;
and
returning the response to the information search and retrieval system.

6 more elements

A Software-As-A-Service (SaaS) computing platform supporting conversations with a set of one or more live agents, the computing platform associated with an information search and retrieval system, comprising:

computer hardware comprising one or more hardware processors;
and
computer memory holding computer software executed by the one or more hardware processors, the computer software providing content in association with a live agent, wherein the computer software comprises program code configured as an application programming interface (API) to:
respond to receipt via the API of a query from a user, the query having been received by the information search and retrieval system;
semantically-search the query to identify a context associated with the query;
identify a conversation history between the user and the information search and retrieval system;
generate an enriched query by associating to the query both the context and at least a portion of the conversation history;
receive information associated with the enriched query, the information having been generated by valuation of the enriched query using a transformer-based language model;
generate a response to the query using the information;
and
return the response to the information search and retrieval system.

8 more elements

Dependencies are inferred from the claim text.

Interactive conversation assistance using semantic search and generative AI

Life of this patent

Interactive conversation assistance using semantic search and generative AI

Life of this patent

Abstract

Claims15