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Transactional conversation-based computing system

  • US 10,466,885 B2
  • Filed: 12/27/2017
  • Issued: 11/05/2019
  • Est. Priority Date: 05/23/2017
  • Status: Active Grant
First Claim
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1. A computing system comprising:

  • a automated conversation execution module configured to execute a conversation model between the computing system and a front-end computing device, and establish integration of a live agent into the conversation model, wherein the conversation model includes a topic, the topic being associated with one or more goals, wherein respective goals of the one or more goals are associated with respective conversation flows that define respective rules-based dialogs that direct conversations toward the one or more goals, wherein the conversation model defines one or more points during execution of the conversation model at which to invoke the integration of the live agent, wherein the integration of the live agent comprises communication between the live agent and the front-end computing device to address at least one of the one or more goals, and wherein the conversation model is designed based on one or more inputs received via a graphical user interface provided by the computing system to define the topic, the one or more goals, the respective conversation flows, and the one or more points; and

    memory storing conversation data that represents a conversation flow of the conversation model between the computing system and the front-end computing device,wherein execution of the conversation model between the computing system and the front-end computing device comprises;

    receive one or more user inputs indicative of a subject from the front-end computing device;

    carrying out the conversation flow between the front-end computing device and the automated conversation execution module based on the one or more user inputs to produce the conversation data;

    determining that the integration of the live agent has been invoked at one of the one or more points defined by the conversation model;

    in response to determining that the integration of the live agent has been invoked at one of the one or more points defined by the conversation model, integrating the live agent into the conversation model; and

    providing for display, on a computing device of the live agent, the conversation data.

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