# US 2020/0401955 A1 · Systems and methods for automated itinerary modification > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2020/0401955 A1 - Document ID: US20200401955A1 - Status: Published application - Kind: A1 - Application number: 16/919,761 - Filed: 2020-07-02 - Published: 2020-12-24 - Earliest claimed: 2011-03-25 - Assignees: Verint Americas Inc. - Applicants: Verint Americas Inc. - Inventors: Fred A. Brown; Linda Lou Beloberzycky - Web page: https://patentgrep.com/patent/US20200401955A1 ## CPC - G06Q 10/02: Reservations, e.g. for tickets, services or events - G06Q 10/021: {Re-booking existing reservations} - G06Q 10/10: Office automation; Time management - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR ## Abstract Systems and methods are disclosed which allow for changes to be made to an existing order using an automated system. A user may interact with an automated agent using any communication modality that generally emulates an interaction with a human customer service representative. Should the interaction exceed a predefined level of complexity, or meet other criteria, the user may be routed to a human customer service representative. ## Claims ### Claim at position 1 -9. (canceled) ### Claim 10 One or more computer-readable storage media storing computer-readable instructions that, when executed, instruct one or more processors to perform operations comprising: causing a conversation user interface of an automated agent to be presented on a display of a computing device to enable a conversation between the automated agent and a user; receiving multiple natural language inputs from the user through the conversation user interface during the conversation; performing natural language processing with the multiple natural language inputs to determine information for identifying an existing order associated with the user; retrieving at least one order file associated with the existing order for the user based at least in part on the information for identifying the existing order; obtaining input of the user regarding modification of the existing order; determining that a complexity level of the modification of the existing order is above a threshold; and causing the user to be connected with a customer service representative in response to determining that the complexity level of the modification of the existing order is above the threshold; determining at least one alternative for the existing order based at least in part on the input of the user regarding modification of the existing order; causing the at least one alternative to be presented to the user; obtaining input of the user that indicates approval of the at least one alternative; upon obtaining the input of the user, modifying the at least one order file based at least in part on the at least one alternative. ### Claim 11 (depends on 10) The one or more computer-readable storage media of claim 10, wherein the conversation user interface is configured to receive input from the user through multiple modalities. ### Claim 12 (depends on 10) The one or more computer-readable storage media of claim 10, wherein causing the conversation user interface to be presented comprises causing the conversation user interface to be displayed on a web site. ### Claim 13 (depends on 10) The one or more computer-readable storage media of claim 10, wherein the at least one order file comprises a passenger name record that includes details of a travel itinerary. ### Claim 14 (depends on 10) The one or more computer-readable storage media of claim 10, wherein the information for identifying the existing order comprises at least one of a name, a travel confirmation number, a departure city or an arrival city. ### Claim 15 (depends on 10) The one or more computer-readable storage media of claim 10, wherein the input of the user regarding the modification of the existing order is received through the conversation user interface. ### Claim 16 (depends on 10) The one or more computer-readable storage media of claim 10, wherein the operations further comprise: upon retrieving the at least one order file associated with the existing order, determining that the at least one order file is associated with a complexity level above a threshold; and causing the user to be connected to a customer service representative to carry out the modification of the existing order. ### Claim 17 A method comprising: under control of one or more computing devices, causing a conversation user interface of an automated agent to be output via a display of the one or more computing devices to enable a conversation between the automated agent and a user, the automated agent emulating human interaction; collecting information from multiple natural language inputs that are received from the user through the conversation user interface during the conversation, the information indicating a request to modify an existing order associated with the user; determining that a key phrase is contained in one or more of the natural language inputs; causing the conversation user to be connected with a customer service representative in response to determining that the key phrase was contained in one or more of the natural language inputs; determining at least one alternative for the existing order based at least in part on the information; causing the at least one alternative to be output to the user through the conversation user interface of the automated agent; obtaining input of the user through the conversation user interface, the input of the user providing approval of the at least one alternative; and upon obtaining the input of the user, modifying the existing order based at least in part on the at least one alternative. ### Claim 18 (depends on 17) The method of claim 17, wherein causing the conversation user interface to be output comprises causing the conversation user interface to be displayed on a web site. ### Claim 19 (depends on 17) The method of claim 17, wherein the conversation user interface is configured to receive input from the user through multiple modalities. ### Claim 20 (depends on 17) The method of claim 17, wherein the existing order comprises a travel itinerary of the user. ### Claim 21 (depends on 17) The method of claim 17, further comprising: upon obtaining the multiple natural language inputs of the user, determining that a complexity level of the modification of the existing order is above a threshold; and causing the user to be connected to a customer service representative. ### Claim 22 A computing device comprising: one or more processors; memory communicatively coupled to the one or more processors and storing instructions that, when executed, cause the one or more processors to perform operations comprising: outputting a conversation user interface of an automated agent to a user to enable a conversation between the automated agent and the user; receiving multiple natural language inputs from the user through the conversation user interface, the multiple natural language inputs requesting modification of an existing order associated with the user; retrieving at least one order file associated with the existing order based at least in part on the multiple natural language inputs requesting modification of the existing order associated with the user; upon retrieving the at least one order file associated with the existing order, determining that the at least one order file is associated with a complexity level above a threshold; causing the user to be connected to a customer service representative to carry out the modification of the existing order; providing to the customer service representative information gathered from the user, the at least one order file, or a combination thereof; identifying at least one alternative for the existing order based at least in part on the multiple natural language inputs of the user; outputting the at least one alternative to the user through the conversation user interface of the automated agent; receiving input from the user that provides approval of the at least one alternative; upon receiving the input from the user, causing the existing order to be modified based at least in part on the at least one alternative. ### Claim 23 (depends on 22) The computing device of claim 22, wherein at least one of the multiple natural language inputs comprises speech input. ### Claim 24 (depends on 22) The computing device of claim 22, wherein the existing order comprises a travel itinerary of the user. ### Claim 25 (depends on 22) The computing device of claim 22, wherein the computing device comprises at least one of a smart phone or a tablet computer. ### Claim 26 (depends on 22) The computing device of claim 22, further comprising: a display to output the conversation user interface to the user. ### Claim 27 (depends on 22) The computing device of claim 22, wherein the operations further comprise: upon receiving the multiple natural language inputs from the user, determining that a complexity level of the modification of the existing order is above a threshold; and causing the user to be connected to a customer service representative.