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US 2018/0114527 A1Published application
Methods and systems for virtual agents
AssigneeIpsoft Incorporated
InventorsIvan Alencar ZILOTTI, Chetan Dube
Life of this patent
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Abstract
A method for creating a process network for use by virtual agent is provided. A plurality of dialogues between one or more users and one or more agents can be monitored. The dialogues can converted into one or more processes. The processes can be grouped and merged. The processes can be executed by a virtual agent.
Claims14
A method for creating a process network for use by virtual agent, the method comprising:
- monitoring a plurality of dialogues between one or more users and one or more agents, each dialogue of the plurality of dialogues comprising one or more utterances;
- creating a plurality of processes by creating one process to correspond to each dialogue of the plurality of dialogues, the one process based on the one or more utterances of each corresponding dialogue;
- grouping the plurality of processes based on similarity between the plurality of processes to create a plurality of process groups;
- and
- merging the plurality of process groups to create a process network.
2 more elements
A method for a virtual agent to assist a user, the method comprising:
- receiving, by the virtual agent, an utterance from the user;
- determining, by the virtual agent, a process to execute from a plurality of stored processes based on an intent of the utterance, wherein each process in the plurality of processes comprises one or more tasks, wherein each of the one or more tasks comprises a task action type and an order number, wherein the order number indicates an order in which the respective task is to be executed relative to other tasks in the one or more tasks;
- for each of the one or more tasks in the process to execute, in an order indicated by the order number, determining, by the virtual agent, whether to output a statement or a question to a user, switch to another process of the one or more processes or to transfer the user to a human agent based on a task action type of the respective task.
Dependencies are inferred from the claim text.