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US 2022/0021630 A1Published application
Primary chat bot service and secondary chat bot service integration
AssigneeServiceNow, Inc.
InventorsGaurav Goyal, Yong Liang, Vivien Wai Mun Leong, Shipra Gupta, Kakarla V. V. D. L. Narayana
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Abstract
A chat message from a user to a primary chat bot service is received. A secondary chat bot service is automatically evaluated and selected to handle the chat message, wherein the secondary chat bot service is selected from a plurality of candidate secondary chat bot services that includes at least one chat bot service provided by a third-party entity external to an entity providing the primary chat bot service. The chat message is forwarded to the selected secondary chat bot service.
Claims22
A method, comprising:
- receiving a chat message from a user to a primary chat bot service;
- automatically evaluating and selecting a secondary chat bot service to handle the chat message, wherein the secondary chat bot service is selected from a plurality of candidate secondary chat bot services that includes at least one chat bot service provided by a third-party entity external to an entity providing the primary chat bot service;
- forwarding the chat message to the selected secondary chat bot service;
- commencing a first chat session between the user and the selected secondary chat bot service;
- determining that during the first chat session the selected secondary chat bot service has responded with non-relevant content to the user a multiple number of times;
- terminating the first chat session between the user and the selected secondary chat bot service;
- and
- automatically evaluating and selecting a different secondary chat bot service from the plurality of candidate secondary chat bot services to continue a conversation with the user in a second chat session immediately following the termination of the first chat session.
5 more elements
(canceled)
(canceled)
A system, comprising:
- one or more processors configured to:
- receive a chat message from a user to a primary chat bot service;
- automatically evaluate and select a secondary chat bot service to handle the chat message, wherein the secondary chat bot service is selected from a plurality of candidate secondary chat bot services that includes at least one chat bot service provided by a third-party entity external to an entity providing the primary chat bot service;
- forward the chat message to the selected secondary chat bot service;
- commence a first chat session between the user and the selected secondary chat bot service;
- determine that during the first chat session the selected secondary chat bot service has responded with non-relevant content to the user a multiple number of times;
- terminate the first chat session between the user and the selected secondary chat bot service;
- and
- automatically evaluate and select a different secondary chat bot service from the plurality of candidate secondary chat bot services to continue a conversation with the user in a second chat session immediately following the termination of the first chat session;
- and
- a memory coupled to at least one of the one or more processors and configured to provide the one or more processors with instructions.
8 more elements
A method, comprising:
- receiving at a selected secondary chat bot service from a primary chat bot service, a forwarded chat message provided by a user, wherein the primary chat bot service has automatically evaluated and selected the selected secondary chat bot service to handle the chat message, wherein the secondary chat bot service was selected from a plurality of candidate secondary chat bot services that includes at least one chat bot service provided by a third-party entity external to an entity providing the primary chat bot service;
- providing to the primary chat bot service for the user, a response message responsive to the forwarded chat message;
- commencing a first chat session between the user and the selected secondary chat bot service;
- determining that during the first chat session the selected secondary chat bot service has responded with non-relevant content to the user a multiple number of times;
- terminating the first chat session between the user and the selected secondary chat bot service;
- and
- automatically evaluating and selecting a different secondary chat bot service from the plurality of candidate secondary chat bot services to continue a conversation with the user in a second chat session immediately following the termination of the first chat session.
4 more elements
Dependencies are inferred from the claim text.