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Multi-modal conversational intercom

  • US 10,587,708 B2
  • Filed: 03/28/2016
  • Issued: 03/10/2020
  • Est. Priority Date: 03/28/2016
  • Status: Active Grant
First Claim
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1. A system comprising:

  • one or more processors;

    a network interface; and

    computer-readable media having stored thereon computer-executable instructions, that, when executed, cause the one or more processors to perform operations comprising;

    maintaining a plurality of communication channels for electronic communication via the network interface;

    accessing a user profile of a user, the user profile being associated with one or more user-communication channels by which a user device of the user is able to communicate;

    maintaining a directory of a plurality of agents, each agent being a computer program that, when executed, implements a dialog-based service to provide information in a user interface via an exchange of natural language, the plurality of communication channels being shared by the plurality of agents, each agent being linkable to one or more of the communication channels;

    linking one or more first-agent communication channels to a first agent from the plurality of agents, wherein linking the one or more first-agent communication channels to the first agent comprises causing an intercom to use data stored in an agent directory to make requests to send or receive messages or files over the one or more first-agent communication channels on behalf of the first agent;

    receiving a natural language communication from the user of the user device via the network interface through one of the user-communication channels, the natural language communication causing a service trigger to activate the first agent for communication with the user device in response to identifying relevant services specified in the natural language communication;

    based at least in part on the service trigger, creating a dialog session between the first agent and the user device via the network interface using one or more of the user-communication channels and the first-agent communication channels;

    capturing dialog between the first agent and the user device via the dialog session;

    detecting a change of activity on a first communication channel;

    detecting a change of activity on a second communication channel of the user-communication channels; and

    maintaining the dialog session between the first agent and the user using the second communication channel, wherein maintaining the dialog session includes continuing the dialog between the first agent and the user and routing messages via an API endpoint associated with the first agent over the second communication channel, the second communication channel being one of the first-agent communication channels.

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