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US 2020/0396144 A1Published application
Systems and methods for external system integration
AssigneeLiveperson, Inc.
InventorFred Clarke
Life of this patent
Estimating the term…
Abstract
The present disclosure relates generally to facilitating routing of communications across external systems. More specifically, techniques are provided to dynamically route issue tracking tickets to disparate endpoints based on the content of the ticket.
Claims24
A computer-implemented method comprising:
- dynamically detecting receipt of a set of messages over a communications session, wherein the set of messages is associated with a user, wherein the set of messages represents an issue that the user wants resolved, and wherein the communications session is between the user and a bot;
- analyzing the set of messages to identify an intent associated with the issue, wherein the intent corresponds to the issue and a possible resolution, and wherein messages of the set of messages are analyzed as the set of messages is dynamically received;
- determining whether a similar issue is represented in a different message;
- determining a resolution associated with the similar issue;
- analyzing the associated resolution;
- automatically determining an action to be taken, wherein automatically determining the action includes applying a rule and artificial intelligence to the intent and the analyzed resolution, and wherein the action is associated with an increased likelihood for resolution of the issue;
- and
- facilitating execution of the action.
5 more elements
A computer-program product tangibly embodied in a non-transitory machine-readable storage medium, including instructions that, when executed by one or more processors, cause the one or more processors to perform operations including:
- dynamically detecting receipt of a set of messages over a communications session, wherein the set of messages is associated with a user, wherein the set of messages represents an issue that the user wants resolved, and wherein the communications session is between the user and a bot;
- analyzing the set of messages to identify an intent associated with the issue, wherein the intent corresponds to the issue and a possible resolution, and wherein messages of the set of messages are analyzed as the set of messages is dynamically received;
- determining whether a similar issue is represented in a different message;
- determining a resolution associated with the similar issue;
- analyzing the associated resolution;
- automatically determining an action to be taken, wherein automatically determining the action includes applying a rule and artificial intelligence to the intent and the analyzed resolution, and wherein the action is associated with an increased likelihood for resolution of the issue;
- and
- facilitating execution of the action.
5 more elements
A system comprising:
- one or more processors;
- and
- one or more non-transitory machine-readable storage media containing instructions that, when executed on the one or more processors, cause the one or more processors to perform operations including:
- dynamically detecting receipt of a set of messages over a communications session, wherein the set of messages is associated with a user, wherein the set of messages represents an issue that the user wants resolved, and wherein the communications session is between the user and a bot;
- analyzing the set of messages to identify an intent associated with the issue, wherein the intent corresponds to the issue and a possible resolution, and wherein messages of the set of messages are analyzed as the set of messages is dynamically received;
- determining whether a similar issue is represented in a different message;
- determining a resolution associated with the similar issue;
- analyzing the associated resolution;
- automatically determining an action to be taken, wherein automatically determining the action includes applying a rule and artificial intelligence to the intent and the analyzed resolution, and wherein the action is associated with an increased likelihood for resolution of the issue;
- and
- facilitating execution of the action.
8 more elements
Dependencies are inferred from the claim text.