US 2019/0095424 A1Published application

Signal analysis in a conversational scheduling assistant computing system

AssigneeMicrosoft Technology Licensing, LLC

InventorsBenjamin Gene CHEUNG, Andres MONROY-HERNANDEZ, Todd Daniel NEWMAN, Mayerber Loureiro De CARVALHO NETO, Michael Brian PALMER, Pamela BHATTACHARYA, Justin Brooks CRANSHAW, Charles Yin-Che LEE

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Abstract

A software agent, that is used to assist in providing a service, receives communications from a set of users that are attempting to use the software agent. The communications include communications that are interacting with the software agent, and communications that are not interacting with the software agent. The software agent performs natural language processing on all communications to identify such things as user sentiment, user concerns or other items in the content of the messages, and also to identify actions taken by the users in order to obtain a measure of user satisfaction with the software agent. One or more action signals are then generated based upon the identified user satisfaction with the software agent.

Claims20

Dependent claims

A computing system, comprising:

a messaging system that sends and receives group messages among a plurality of different users in a group of users;
an assistance computing system that receives a natural language request message from the messaging system, indicative of a user request, from a requesting user in the group of users, for interaction with the assistance system and that conducts a dialog with a user, using the messaging system, to render a service in response to the natural language request message;
an analyzer system that detects other natural language messages, in addition to the natural language request message and messages in the dialog, from the plurality of different users in the group of users, generates satisfaction indicia indicative of user satisfaction corresponding to the assistance computing system based on a content of the other natural language messages, the natural language request message and messages in the dialog;
and
control signal generator logic that generates a control signal to control the computing system based on the satisfaction indicia.

2 more elements

A computer implemented method, comprising:

receiving, at an assistance computing system, a natural language request message from a messaging system that sends and receives group messages among a plurality of different users in a group of users, the natural language request message being indicative of a user request, from a requesting user in the group of users, for interaction with the assistance system;
controlling the messaging system to conduct a dialog with a user to render a service in response to the natural language request message;
detecting other natural language messages, in addition to the natural language request message and messages in the dialog, from the plurality of different users in the group of users;
generating satisfaction indicia indicative of user satisfaction corresponding to the assistance computing system based on a content of the other natural language messages, the natural language request message and messages in the dialog;
and
generating a control signal to control the computing system based on the satisfaction indicia.

3 more elements

Dependencies are inferred from the claim text.

Facts

Application: 15/714,077Filed 25 Sep 2017
Published: 28 Mar 2019
Term ends: Not estimatedThe source records don’t support an estimate.

Classification9 codes

G06F 40/30
Handling natural language data: semantic analysis
G06F 16/90332
Query formulation: natural language query formulation or dialogue systems
G06Q 10/109
Office automation; Time management: time management, e.g. calendars, reminders, meetings or time accounting
H04L 51/02
User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail: using…