Using semantic processing for customer support

• US 10,083,451 B2
• Filed: 06/30/2017
• Issued: 09/25/2018
• Est. Priority Date: 07/08/2016
• Status: Active Grant

• Current Assignee: Asapp, Inc.
• Original Assignee: Asapp, Inc.
• Inventors: Sehrawat, Vicky, Shaev, Jason, Biswal, Punyashloka, Dillmann, Brian, Hackman, Joseph, Henry, Shawn, Sapoznik, Gustavo
• Primary Examiner(s): Tran, Loc
• Application Number:
  US15/638,543
• Publication Number:
  US 20180012232A1
• Time in Patent Office: 452 Days
• CPC Class Codes: G06F 21/31 User authentication
• CPC Class Codes: G06F 40/30 Semantic analysis
• CPC Class Codes: G06F 40/35 Discourse or dialogue representation
• CPC Class Codes: G06N 3/04 Architecture, e.g. interconnection topology
• CPC Class Codes: G06N 3/042 Knowledge-based neural networks; Logical representations of neural networks
• CPC Class Codes: G06N 3/08 Learning methods
• CPC Class Codes: G06N 5/01 Dynamic search techniques; Heuristics; Dynamic trees; Branch-and-bound
• CPC Class Codes: G06Q 10/1053 Employment or hiring
• CPC Class Codes: G06Q 10/107 Computer-aided management of electronic mailing [e-mailing]
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04L 51/18 Commands or executable codes
• CPC Class Codes: H04L 51/52 for supporting social networking services
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04M 3/42382 Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A third-party company may assist other companies in providing customer support to their customers. The third-party company may provide software to a computer of a customer service representative to present a user interface to assist the customer service representative in responding to customer requests. Third-party company may also send update data to the computer of the customer service representative to cause a portion of the user interface to be updated, where the update data is determined using an intent of a message received from a customer. A message received from the customer may be processed to determine the intent of the message, a template may be obtained using the intent, and the update data may be generated by rendering the selected template. The update data may then be transmitted to the computer of the customer service representative to cause a portion of the user interface to be updated.

Claims

1. A computer-implemented method for a third-party company to assist companies in providing customer support to their customers, the method performed by one or more servers of the third-party company and comprising:

receiving authentication information of a first customer service representative from a first device, wherein the first customer service representative assists customers of a first company;

updating a data store of customer service representatives using the authentication information of the first customer service representative, wherein the data store of customer service representatives comprises information about a plurality of customer service representatives;

providing a graphical user interface to allow the first customer service representative to assist customers of the first company;

establishing a customer support session between a second device of a first customer and the first device of the first customer service representative;

receiving identifying information of the first customer from the second device;

receiving a first message from the second device seeking support from the first company;

transmitting the first message to the first device for presentation to the first customer service representative;

retrieving, from a server of the first company, company data, wherein the company data comprises information about at least one of the first customer or the first company;

selecting an intent of the first message from a plurality of possible intents by performing semantic processing of the first message;

selecting a template from a plurality of templates using the selected intent, wherein the selected template is associated with one or more intents and the selected template comprises a variable;

generating update data by rendering the template using the company data, wherein rendering the template comprises replacing the variable with a value from the company data and wherein the update data comprises an update to a portion of the graphical user interface presented to the first customer service representative;

transmitting the update data to the first device to update a portion of the graphical user interface presented by the first device;

receiving from the first device, an input of the first customer service representative at the first device; and

transmitting a second message to the second device using the input of the first customer service representative.

2. The computer-implemented method of claim 1, wherein the method comprises performing an action on behalf of the first customer using the input of the first customer service representative.

3. The computer-implemented method of claim 1, wherein updating the data store of customer service representatives comprising indicating that the first customer service representative is available to assist customers.

4. The computer-implemented method of claim 1, comprising, before selecting an intent of the first message:

determining that clarification of the first message is needed from the first customer;

transmitting a request for clarification to the second device;

receiving a response to the request for clarification from the second device; and

selecting the intent using the response to the request for clarification.

5. The computer-implemented method of claim 1:

wherein generating the update data comprises including a placeholder for delayed data that is not available at a time of generating the update data; and

the method comprises;

obtaining the delayed data,

generating second update data using the delayed data, and

transmitting the second update data to the first device to present the delayed data to the first customer service representative.

6. The computer-implemented method of claim 5, wherein the update data includes an identifier of the placeholder and the second update data includes the identifier of the placeholder.

7. A system for a third-party company to assist companies in providing customer support to their customers, the system comprising:

at least one server computer comprising at least one processor and at least one memory, the at least one server computer configured to;

receive authentication information of a first customer service representative from a first device, wherein the first customer service representative assists customers of a first company;

update a data store of customer service representatives using the authentication information of the first customer service representative, wherein the data store of customer service representatives comprises information about a plurality of customer service representatives;

providing a graphical user interface to allow the first customer service representative to assist customers of the first company;

establish a customer support session between a second device of a first customer and the first device of the first customer service representative;

receive identifying information of the first customer from the second device;

receive a first message from the second device seeking support from the first company;

transmit the first message to the first device for presentation to the first customer service representative;

retrieve, from a server of the first company, company data, wherein the company data comprises information about at least one of the first customer or the first company;

select an intent of the first message from a plurality of possible intents by performing semantic processing of the first message;

select a template from a plurality of templates using the selected intent, wherein the selected template is associated with one or more intents and the selected template comprises a variable;

generate update data by rendering the template using the company data, wherein rendering the template comprises replacing the variable with a value from the company data and wherein the update data comprises an update to a portion of the graphical user interface presented to the first customer service representative;

transmit the update data to the first device to update a portion of the graphical user interface presented by the first device;

receive from the first device, an input of the first customer service representative at the first device; and

transmit a second message to the second device using the input of the first customer service representative.

8. The system of claim 7, wherein the update data comprises structured data.

9. The system of claim 7, wherein the second device:

presents a web page retrieved from a server of the first company, wherein the web page includes a graphical user interface for requesting customer support; and

the web page causes the first message to be transmitted to the at least one server computer of the third-party company.

10. The system of claim 7, wherein the first customer authenticates with a server of the first company to obtain authentication credentials and transmits the authentication credentials to the at least one server computer.

11. The system of claim 7, wherein the at least one server computer is configured to:

obtain a second template using the selected intent;

create second update data comprising an update to a portion of a graphical user interface to present to the first customer using the second template and the company data; and

transmit the second update data to the second device to update a portion of the graphical user interface presented by the second device.

12. The system of claim 11, wherein the second device is configured to update the graphical user interface presented by the second device by updating user interface elements using an API of an operating system of the second device.

13. The system of claim 7, wherein the company data comprises a name of the first customer, account status of the first customer, services received by the first customer, information relating to the selected intent, or information about a state of services provided by the first company.

14. One or more non-transitory computer-readable media comprising computer executable instructions that, when executed, cause at least one processor to perform actions comprising:

receiving authentication information of a first customer service representative from a first device, wherein the first customer service representative assists customers of a first company;

updating a data store of customer service representatives using the authentication information of the first customer service representative, wherein the data store of customer service representatives comprises information about a plurality of customer service representatives;

providing a graphical user interface to allow the first customer service representative to assist customers of the first company;

establishing a customer support session between a second device of a first customer and the first device of the first customer service representative;

receiving identifying information of the first customer from the second device;

receiving a first message from the second device seeking support from the first company;

transmitting the first message to the first device for presentation to the first customer service representative;

retrieving, from a server of the first company, company data, wherein the company data comprises information about at least one of the first customer or the first company;

selecting an intent of the first message from a plurality of possible intents by performing semantic processing of the first message;

selecting a template from a plurality of templates using the selected intent, wherein the selected template is associated with one or more intents and the selected template comprises a variable;

generating update data by rendering the template using the company data, wherein rendering the template comprises replacing the variable with a value from the company data and wherein the update data comprises an update to a portion of the graphical user interface presented to the first customer service representative;

transmitting the update data to the first device, to update a portion of the graphical user interface presented by the first device;

receiving from the first device, an input of the first customer service representative at the first device; and

transmitting a second message to the second device using the input of the first customer service representative.

15. The one or more non-transitory computer-readable media of claim 14 wherein selecting an intent from the plurality of possible intents comprises selecting a node of a graph, wherein each node of the graph corresponds to an intent of the plurality of possible intents.

16. The one or more non-transitory computer-readable media of claim 15, wherein selecting an intent from the plurality of possible intents comprises traversing the graph from a starting node of the graph, and wherein each node of the graph is associated with a classifier.

17. The one or more non-transitory computer-readable media of claim 14, the actions comprising:

retrieving fourth-party data from a server operated by fourth-party company; and

wherein generating the update data comprises using the fourth-party data retrieved from the server operated by the fourth-party company.

18. The one or more non-transitory computer-readable media of claim 14, the actions comprising:

retrieving, from a server of the first company, second company data, wherein the second company data is retrieved after the company data; and

generating the update data using the second company data.

19. The one or more non-transitory computer-readable media of claim 14, the actions comprising selecting the first customer service representative using at least one of the selected intent or the company data.