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US 2022/0103510 A1Published application
Message rerouting from an e-mail environment to a messaging environment
AssigneeLiveperson, Inc.
InventorsFred Clarke, Andrew Lader, Aparna Kulkarni, Avi Kedmi
Life of this patent
Estimating the term…
Abstract
The present disclosure relates generally to facilitating routing of communications. More specifically, techniques are provided to dynamically reroute messages. For example, embodiments can redirect a communication from an e-mail environment to a messaging environment in order to perform services with one or more clients.
Claims22
(canceled)
A computer-implemented method, comprising:
- receiving an e-mail message addressed to an account associated with a bot, wherein the e-mail message specifies an intent, and wherein the bot is dynamically trained to automatically extract intents from e-mail messages and to generate responses to the intents;
- transmitting one or more components of the e-mail message, wherein the one or more components of the e-mail message are transmitted over a chat communication channel, and wherein when the one or more components of the e-mail message are received by the bot, the bot evaluates the one or more components of the e-mail message to extract the intent and to automatically generate a response to the intent;
- receiving the response over the chat communication channel;
- transmitting a response e-mail message, wherein the response e-mail message includes the response;
- and
- updating the bot using the e-mail message, the intent, and feedback corresponding to the response e-mail message.
3 more elements
A system, comprising:
- one or more processors;
- and
- memory storing thereon instructions that, as a result of being executed by the one or more processors, cause the system to:
- receive an e-mail message addressed to an account associated with a bot, wherein the e-mail message specifies an intent, and wherein the bot is dynamically trained to automatically extract intents from e-mail messages and to generate responses to the intents;
- transmit one or more components of the e-mail message, wherein the one or more components of the e-mail message are transmitted over a chat communication channel, and wherein when the one or more components of the e-mail message are received by the bot, the bot evaluates the one or more components of the e-mail message to extract the intent and to automatically generate a response to the intent;
- receive the response over the chat communication channel;
- transmit a response e-mail message, wherein the response e-mail message includes the response;
- and
- update the bot using the e-mail message, the intent, and feedback corresponding to the response e-mail message.
6 more elements
A non-transitory, computer-readable storage medium storing thereon executable instructions that, as a result of being executed by one or more processors of a computer system, cause the computer system to:
- receive an e-mail message addressed to an account associated with a bot, wherein the e-mail message specifies an intent, and wherein the bot is dynamically trained to automatically extract intents from e-mail messages and to generate responses to the intents;
- transmit one or more components of the e-mail message, wherein the one or more components of the e-mail message are transmitted over a chat communication channel, and wherein when the one or more components of the e-mail message are received by the bot, the bot evaluates the one or more components of the e-mail message to extract the intent and to automatically generate a response to the intent;
- receive the response over the chat communication channel;
- transmit a response e-mail message, wherein the response e-mail message includes the response;
- and
- update the bot using the e-mail message, the intent, and feedback corresponding to the response e-mail message.
3 more elements
Dependencies are inferred from the claim text.