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US 2021/0232245 A1Published application
Method of Using a Virtual Assistant
AssigneeVerint Americas Inc.
InventorsFred A. Brown, Tanya M. Miller, Mark Zartler
Life of this patent
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Abstract
Virtual assistants intelligently emulate a representative of a service provider by providing variable responses to user queries received via the virtual assistants. These variable responses may take the context of a user's query into account both when identifying an intent of a user's query and when identifying an appropriate response to the user's query.
Claims20
A method of using a virtual assistant as an interface between a user and information of a service provider, the method comprising:
- causing display of the virtual assistant on or adjacent to a site of the service provider;
- receiving, via the virtual assistant, a query from a user while the user engages in a session on the site of the service provider;
- and
- at least partly in response to receiving the query:
- parsing the query to identify one or more concepts expressed therein;
- identifying a context based on factors associated with at least one of the user or the session of the user on the site;
- identifying, from one or more datastores storing indications of intents, based at least in part on the one or more concepts, an intent associated with the query based at least in part on the context, the intent associated in the one or more datastores to a plurality of responses;
- determining a response to the query based at least in part on the intent and the context;
- and
- providing at least a portion of the response to the user via the virtual assistant.
7 more elements
Dependencies are inferred from the claim text.