US 2024/0257142 A1 · INTENT-AWARE VIRTUAL ASSISTANT CHAT ROUTING

Abstract

Methods and apparatuses are described for intent-aware virtual assistant chat routing. A server receives a request from a user of a client device to transfer a chat-based communication session from a virtual assistant application to an agent. The server captures a topic value and a user message from the chat-based session. The server identifies a user intent associated with the user message by applying a trained intent classification model. When a user intent is identified, the server selects an agent to receive the chat-based session based upon the user intent and a complexity value associated with the user intent and connects an agent device associated with the selected agent to the chat-based session. When a user intent is not identified, the server selects an agent to receive the chat-based session based upon the topic value and connects an agent computing device associated with the selected agent to the chat-based session.

Claims28

Dependent claims

A computer system for intent-aware virtual assistant chat routing, the system comprising a server computing device having a memory that stores computer-executable instructions and a processor that executes the computer-executable instructions to:

receive a request from a user of a client computing device to transfer a chat-based communication session from a virtual assistant application to an agent;
capture a topic value and a user message from the chat-based communication session;
identify a user intent associated with the user message by applying a trained intent classification model to the user message;
when a user intent is identified:
select an agent to receive the chat-based communication session based upon the user intent and a complexity value associated with the user intent, and
connect an agent computing device associated with the selected agent to the chat-based communication session;
and
when a user intent is not identified:
select an agent to receive the chat-based communication session based upon the topic value, and
connect an agent computing device associated with the selected agent to the chat-based communication session.

7 more elements

A computerized method of intent-aware virtual assistant chat routing, the method comprising:

receiving, by a server computing device, a request from a user of a client computing device to transfer a chat-based communication session from a virtual assistant application to an agent;
capturing, by the server computing device, a topic value and a user message from the chat-based communication session;
identifying, by the server computing device, a user intent associated with the user message by applying a trained intent classification model to the user message;
when a user intent is identified:
selecting, by the server computing device, an agent to receive the chat-based communication session based upon the user intent and a complexity value associated with the user intent, and
connecting, by the server computing device, an agent computing device associated with the selected agent to the chat-based communication session;
and
when a user intent is not identified:
selecting, by the server computing device, an agent to receive the chat-based communication session based upon the topic value, and
connecting, by the server computing device, an agent computing device associated with the selected agent to the chat-based communication session.

7 more elements

Dependencies are inferred from the claim text.

Intent-aware virtual assistant chat routing

Life of this patent

Intent-aware virtual assistant chat routing

Life of this patent

Abstract

Claims28