Intent Matching Using Global And Entity-Specific Deployment Engines

A non-transitory computer readable medium storing instructions operable to cause one or more processors to perform operations comprising:

• identifying an entity associated with a query received from a user device at a contact center server;
• transmitting the query to a first set of deployment engines associated with global intents common to multiple entities and to a second set of deployment engines associated with entity-specific intents for the identified entity;
• receiving scores from the first set of deployment engine and the second set of deployment engines, each score representing a likelihood that the query matches to an intent associated with the respective deployment engine;
• aggregating a subset of intents for which the likelihood exceeds a threshold;
• and
• transmitting, to the user device, a prompt to select from the aggregated subset of intents.

A system comprising:

• a memory;
• and
• a processor configured to execute instructions stored in the memory to:
• identify an entity associated with a query received from a user device at a contact center server;
• transmit the query to a first set of deployment engines associated with global intents common to multiple entities and to a second set of deployment engines associated with entity-specific intents for the identified entity;
• receive scores from the first set of deployment engines and the second set of deployment engines, each score representing a likelihood that the query matches to an intent associated with the respective deployment engine;
• aggregate a subset of intents for which the likelihood exceeds a threshold;
• and
• transmit, to the user device, a prompt to select from the aggregated subset of intents.