Unidirectional trust based decision making for information technology conversation agents
First Claim
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1. A computing device comprising:
- a processor;
a network interface coupled to the processor to enable communication over a network;
a storage device coupled to the processor;
a conversation agent software stored in the storage device, wherein an execution of the software by the processor configures the computing device to perform acts comprising;
receiving an information technology (IT) electronic request in natural language from a user, via a user device, over the network;
extracting parameters of the electronic request;
determining a risk of the electronic request;
determining a policy based on the parameters and the risk of the electronic request;
executing the policy;
calculating a level of trust between the user and the conversation agent based on the determined risk and an outcome of the execution of the policy; and
adjusting a conversation pattern of the conversation agent toward the user based on the calculated level of trust.
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Abstract
A method and system of processing an information technology (IT) electronic request is provided. The electronic request is received in natural language from a user. Parameters of the electronic request are extracted. A risk of the electronic request is determined. A policy based on the parameters and the risk of the electronic request is determined and executed. A level of trust between the user and the computer device is calculated based on the determined risk and an outcome of the execution of the policy. A conversation pattern of the computer device toward the user is adjusted based on the calculated level of trust.
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Citations
20 Claims
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1. A computing device comprising:
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a processor; a network interface coupled to the processor to enable communication over a network; a storage device coupled to the processor; a conversation agent software stored in the storage device, wherein an execution of the software by the processor configures the computing device to perform acts comprising; receiving an information technology (IT) electronic request in natural language from a user, via a user device, over the network; extracting parameters of the electronic request; determining a risk of the electronic request; determining a policy based on the parameters and the risk of the electronic request; executing the policy; calculating a level of trust between the user and the conversation agent based on the determined risk and an outcome of the execution of the policy; and adjusting a conversation pattern of the conversation agent toward the user based on the calculated level of trust. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A non-transitory computer readable storage medium tangibly embodying a computer readable program code having computer readable instructions that, when executed, causes a computer device to carry out a method of processing an information technology (IT) electronic request, the method comprising:
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receiving the electronic request in natural language from a user; extracting parameters of the electronic request; determining a risk of the electronic request; determining a policy based on the parameters and the risk of the electronic request; executing the policy; calculating a level of trust between the user and the computer device based on the determined risk, and an outcome of the execution of the policy; and adjusting a conversation pattern of the computer device toward the user based on the calculated level of trust. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification