Assisting entities in responding to a request of a user
First Claim
1. A computer-implemented method for assisting corporate entities in responding to customer support requests and implemented by a third-party service provider, the method comprising:
- receiving, at the third-party service provider, a first customer support request from a first customer, wherein the first customer support request seeks assistance from a first corporate entity;
obtaining a first text corresponding to the first customer support request;
transmitting a first request for first information from a server of the third-party service provider to a first server of the first corporate entity;
receiving the first information from the first corporate entity;
automatically generating a first response to the first customer support request using semantic processing of the first text and using the first information, wherein automatically generating the first response comprises selecting a first node from a first action graph;
transmitting the first response to the first customer;
receiving, at the third-party service provider, a second customer support request from a second customer, wherein the second customer support request seeks assistance from a second corporate entity and wherein the second corporate entity is different from the first corporate entity;
obtaining second text corresponding to the second customer support request;
transmitting a second request for second information from a server of the third-party service provider to a second server of the second corporate entity;
receiving the second information from the second corporate entity;
automatically generating a second response to the second customer support request using semantic processing of the second text and using the second information, wherein automatically generating the second response comprises selecting a second node from a second action graph; and
transmitting the second response to the second customer.
1 Assignment
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Accused Products
Abstract
A third-party service may be used to assist entities in responding to requests of users. A third-party service may receive, directly or indirectly, a request of a first user for assistance from a first entity. The third-party service may request information about the first user by sending a request to a computer of the first entity. The third-party service may use the request of the first user and the information about the first user to automatically generate a response to the request of the first user. The third-party service may then transmit, directly or indirectly, the response to the first user.
116 Citations
18 Claims
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1. A computer-implemented method for assisting corporate entities in responding to customer support requests and implemented by a third-party service provider, the method comprising:
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receiving, at the third-party service provider, a first customer support request from a first customer, wherein the first customer support request seeks assistance from a first corporate entity; obtaining a first text corresponding to the first customer support request; transmitting a first request for first information from a server of the third-party service provider to a first server of the first corporate entity; receiving the first information from the first corporate entity; automatically generating a first response to the first customer support request using semantic processing of the first text and using the first information, wherein automatically generating the first response comprises selecting a first node from a first action graph; transmitting the first response to the first customer; receiving, at the third-party service provider, a second customer support request from a second customer, wherein the second customer support request seeks assistance from a second corporate entity and wherein the second corporate entity is different from the first corporate entity; obtaining second text corresponding to the second customer support request; transmitting a second request for second information from a server of the third-party service provider to a second server of the second corporate entity; receiving the second information from the second corporate entity; automatically generating a second response to the second customer support request using semantic processing of the second text and using the second information, wherein automatically generating the second response comprises selecting a second node from a second action graph; and transmitting the second response to the second customer. - View Dependent Claims (2, 3, 4, 5, 6, 18)
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7. A system for assisting corporate entities in responding to customers, the system comprising:
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at least one server computer comprising at least one processor and at least one memory, the at least one server computer configured to; receive a first text from a first customer seeking assistance from a first corporate entity; transmit a first request for first information to a first server of the first corporate entity; receive the first information from the first corporate entity; automatically generate a first response to the first text using semantic processing of the first text, using the first information, and by selecting a first node from a first action graph; transmit the first response to the first customer; receive second text from a second customer seeking assistance from a second corporate entity and wherein the second corporate entity is different from the first corporate entity; transmit a second request for second information to a second server of the second corporate entity; receive the second information from the second corporate entity; automatically generate a second response to the second text using semantic processing of the second text, using the second information, and by selecting a second node from a second action graph; and transmit the second response to the second customer. - View Dependent Claims (8, 9, 10, 11, 12)
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13. One or more non-transitory computer-readable media comprising computer executable instructions that, when executed, cause at least one processor to perform actions comprising:
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receiving a first text from a first user seeking assistance from a first corporate entity; transmitting a first request for first information to a first server of the first corporate entity; receiving the first information from the first corporate entity; automatically generating a first response to the first text using semantic processing of the first text and using the first information, wherein automatically generating the first response comprises selecting a first node from a first action graph; transmitting the first response to the first user; receiving second text from a second user seeking assistance from a second corporate entity and wherein the second corporate entity is different from the first corporate entity; transmitting a second request for second information to a second server of the second corporate entity; receiving the second information from the second corporate entity; automatically generating a second response to the second text using the second text and the second information, wherein automatically generating the second response comprises selecting a second node from a second action graph; and transmitting the second response to the second user. - View Dependent Claims (14, 15, 16, 17)
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Specification