Transactional conversation-based computing system
First Claim
1. A computing system for automating transactional conversations between the computing system and at least one front-end computing device, the computing system comprising:
- a conversation design module configured to;
provide a graphical user interface through which a plurality of conversation models are designed, wherein each conversation model comprises;
a topic;
one or more goals; and
a conversation flow that defines a dialog to direct conversations toward the one or more goals;
wherein the topic, the one or more goals, and the conversation flow are defined by one or more inputs via the graphical user interface, and each conversation model of the plurality of conversation models references topic-specific content stored on a back-end computing module;
receive, via the graphical user interface, inputs representing the topic of a new conversation model, the one or more goals for the topic, and a plurality of conversation snippets, wherein each conversation snippet is representative of a single prompt provided by the computing system to the at least one front-end computing device, and wherein at least one conversation snippet of the plurality of conversation snippets is associated with a potential response to a preceding conversation snippet received by the computing system from the at least one front-end computing device; and
automatically generate the new conversation model based on the received inputs; and
a conversation execution module, comprising;
a conversation manager configured to;
receive one or more user inputs indicative of a subject from the at least one front-end computing device;
select a particular conversation model of the plurality of conversation models based on the one or more user inputs received from the at least one front-end computing device; and
carry out, in an automated fashion, the conversation flow for the particular conversation model according to the dialog and the topic-specific content corresponding to the particular conversation model.
1 Assignment
0 Petitions
Accused Products
Abstract
A conversation-based computing system may include a back-end computing module, a design module, and an execution module. The design module may be configured to provide a graphical user interface through which different conversation models are defined in metadata. Each model may include a topic containing respective goals, where the goals are associated with respective conversation flows that define respective dialogs that directs conversations toward the associated goals. Each model may also define references to topic-specific content stored in the back-end module. The execution module may be configured to execute a particular model between the system and a front-end computing device and set up integration of a live agent into the model. Execution of the model may involve, in part, carrying out, in an at least partially-automated fashion, the flow for the model according to the dialog, the topic-specific content corresponding to the model, and communicating using a specific communication protocol.
-
Citations
15 Claims
-
1. A computing system for automating transactional conversations between the computing system and at least one front-end computing device, the computing system comprising:
-
a conversation design module configured to; provide a graphical user interface through which a plurality of conversation models are designed, wherein each conversation model comprises; a topic; one or more goals; and a conversation flow that defines a dialog to direct conversations toward the one or more goals; wherein the topic, the one or more goals, and the conversation flow are defined by one or more inputs via the graphical user interface, and each conversation model of the plurality of conversation models references topic-specific content stored on a back-end computing module; receive, via the graphical user interface, inputs representing the topic of a new conversation model, the one or more goals for the topic, and a plurality of conversation snippets, wherein each conversation snippet is representative of a single prompt provided by the computing system to the at least one front-end computing device, and wherein at least one conversation snippet of the plurality of conversation snippets is associated with a potential response to a preceding conversation snippet received by the computing system from the at least one front-end computing device; and automatically generate the new conversation model based on the received inputs; and a conversation execution module, comprising; a conversation manager configured to; receive one or more user inputs indicative of a subject from the at least one front-end computing device; select a particular conversation model of the plurality of conversation models based on the one or more user inputs received from the at least one front-end computing device; and carry out, in an automated fashion, the conversation flow for the particular conversation model according to the dialog and the topic-specific content corresponding to the particular conversation model. - View Dependent Claims (2, 3, 4, 5, 6)
-
-
7. A computing system comprising:
-
a processor and a memory; a conversation design module configured to; provide a graphical user interface through which a conversation model is designed, wherein the conversation model comprises; a topic; one or more goals; and a conversation flow that defines a dialog to direct conversations toward the one or more goals; wherein the topic, the one or more goals, and the conversation flow are defined by one or more inputs via the graphical user interface, and the conversation model also references topic-specific content stored on a back-end computing module; receive, via the graphical user interface, inputs representing the topic of a new conversation model, the one or more goals for the topic, and a plurality of conversation snippets, wherein each conversation snippet is representative of a single prompt provided by the computing system to a front-end computing device, and wherein at least one conversation snippet of the plurality of conversation snippets is associated with a potential response to a preceding conversation snippet received by the computing system from the front-end computing device; and automatically generate the new conversation model based on the received inputs; and a conversation execution module, comprising a conversation manager configured to; receive one or more user inputs indicative of a subject from the front-end computing device; and carry out, in an automated fashion, the conversation flow for the conversation model based on the one or more user inputs and according to the dialog and the topic-specific content. - View Dependent Claims (8, 9)
-
-
10. A method comprising:
-
receiving, by a computing system, via a graphical user interface through which a new conversation model is designed, one or more inputs defining; a topic of the new conversation model; one or more goals associated with the topic; a conversation flow comprising one or more conversation prompts, wherein the conversation flow defines a dialog to direct conversations toward the one or more goals, and wherein the new conversation model references topic-specific content stored in a back-end computing module of the computing system; and a plurality of conversation snippets, wherein each conversation snippet is representative of the one or more conversation prompts provided by the computing system to a front-end computing device, and wherein at least one conversation snippet of the plurality of conversation snippets is associated with a potential response to a preceding conversation snippet received by the computing system from the front-end computing device; based on the one or more received inputs, automatically generating, by the computing system, the new conversation model; and executing, by the computing system, the new conversation model between the computing system and the front-end computing device, wherein executing the new conversation model comprises; receiving one or more user inputs indicative of a subject from the front-end computing device; and carrying out, in an automated fashion, the conversation flow for the new conversation model based on the one or more user inputs and according to the dialog and the topic-specific content. - View Dependent Claims (11, 12, 13, 14, 15)
-
Specification