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AssigneeServiceNow, Inc.
InventorsVani Banaji, Philip Casini, Scott Rhodes, Adam Wesley Moguel, Balaji Cuttackam, Chinmayee Nagaraju, Gaurav Goyal, Nidhi Srinivas
Estimating the term…
Persistent storage contains a state machine for a request routing process and a plurality of requests related to the request routing process. One or more processors are configured to apply the state machine through operations including: obtaining a request from the plurality of requests; providing, to a criticality detection application and to an intent detection application, a representation of the request, wherein the criticality detection application is configured to detect a criticality of the request, and wherein the intent detection application is configured to determine a semantic intent of the request; receiving, from the criticality detection application and the intent detection application, respective indications of a detected criticality of the request and a detected intent of the request; determining whether to route the request to a channel that is one of a live agent, a virtual agent, or a search-based application; and routing the request to the channel as determined.
A method comprising:
A non-transitory computer-readable medium, storing program instructions that, when executed by one or more processors of a computing system, cause the computing system to perform operations comprising:
A method comprising:
Dependencies are inferred from the claim text.