US 2020/0028803 A1 · CHATBOT SOCIALIZATION

Abstract

Embodiments of the disclosure provide systems and methods for utilizing chatbots to support interactions with human users and more particularly to using multiple chatbots from different communication channels and/or in different domains to support an interaction with a user on a single communication channel and/or in a single domain. Generally speaking, embodiments of the present disclosure are directed to allowing multiple chatbots that operate on different communication channels and/or in different domains to socialize amongst one another. This socialization of chatbots operating on different communication channels and/or in different domains allows each chatbot to call upon one another to help engage in a transaction with a customer. In addition to facilitating a communication session in which two or more chatbots are socialized together to help prepare coherent responses to user inputs, the socialization of chatbots can also facilitate the automated training of chatbots.

Claims20

Dependent claims

A method for using multiple chatbots to support a communication session, the method comprising:

receiving, by a recommendation engine executing on a server, a request for assistance from a first chatbot conducting a communication session with a user;
selecting, by the recommendation engine executing on the server, a second chatbot from a plurality of chatbots, the second chatbot operating on a different communication channel or in a different domain from the first chatbot;
directing, by the recommendation engine executing on the server, the received request for assistance from the first chatbot to the selected second chatbot;
and
monitoring, by the recommendation engine executing on the server, a response to the request for assistance generated by the second chatbot and sent to the first chatbot by the second chatbot.

2 more elements

A system comprising:

a first chatbot comprising a processor and a memory coupled with and readable by the processor and storing therein a set of instruction which, when executed by the processor, causes the processor to conduct a communication session with a user on a first communication channel or in a first domain, receive a question or input from the user during the communication session, determine to request assistance with responding to the question or input from the user, and in response to determining to request assistance, sending a request for assistance message comprising the question or input from the user;
a second chatbot, wherein the second chatbot operates on a second communication channel or a second domain different from the first chatbot;
and
a server comprising a processor and a memory coupled with and readable by the processor and storing therein a set of instruction which, when executed by the processor, causes the processor to receive the request for assistance from the first chatbot, select the second chatbot from a plurality of chatbots, direct the received request for assistance from the first chatbot to the selected second chatbot, and monitor a response to the request for assistance generated by the second chatbot and sent to the first chatbot by the second chatbot.

1 more element

Dependencies are inferred from the claim text.

Chatbot socialization

Life of this patent

Chatbot socialization

Life of this patent

Abstract

Claims20