Method for interacting with automated information agents using conversational queries

• US 20060150119A1
• Filed: 12/31/2004
• Published: 07/06/2006
• Est. Priority Date: 12/31/2004
• Status: Abandoned Application

• Current Assignee: Orange S.A.
• Original Assignee: Orange S.A.
• Inventors: Wheeler, Sean, Chesnais, Pascal R.
• Application Number:
  US11/026,421
• Publication Number:
  US 20060150119A1
• Time in Patent Office: Days
• US Class Current: 715/810
• CPC Class Codes: G06F 16/243 Natural language query formulation
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/222 using geographical location information, e.g. messages transmitted or received in proximity of a certain spot or area

Abstract

In order to reduce or eliminate ergonomic inefficiencies arising when an automated information agent is accessed from a device having a streamlined graphical user interface, the present invention provides a mechanism for selecting and interacting with automated information agents over a text-based messaging network by means of a conversational interface that can respond to queries in accordance with the location of the device. A server sends an electronic message identifying each of a plurality of agents to the device. The streamlined graphical user interface displays an agent selection screen showing identity information for each of the plurality of agents identified in the electronic message. The device includes an input mechanism capable of accepting a user'"'"'s selection of an agent. Upon receiving a first input specifying a first selected agent, the device displays an agent interaction screen for the first selected agent. At least a portion of the agent interaction screen is capable of displaying a query entered into the input mechanism. Optionally, enabling mechanisms are provided on the server to allow human intervention in response to a query.

Claims

1. A system for reducing or eliminating ergonomic inefficiencies arising when an automated information agent is accessed from a device having a text-based graphical user interface and an input mechanism, wherein the graphical user interface is capable of displaying at least textual information and the input mechanism is capable of accepting a user'"'"'s selection of a specified agent from a menu of agents and a user-entered, text-based, plain language query, the system comprising:

a message server for receiving the plain language query from the device, and for routing the plain language query to the specified agent; and

a conversational interpretation mechanism, in communication with the specified agent, for formulating an agent-readable query from the plain language query to which the specified agent is capable of responding.

2. The system of claim 1, wherein the specified agent automatically receives location information about the location of the device from an external database server and responds to the plain language query in accordance with the location of the device.

3. A device for accessing any one from among a plurality of automated information agents, the device being usable with a system comprising:

(i) a message server for receiving a text-based, plain language query from the device, and for routing the plain language query to a user-selected agent from among the plurality of agents; and

(ii) a conversational interpretation mechanism, in communication with the user-selected agent, for formulating an agent-readable query from the plain language query to which the specified agent is capable of responding, the device comprising;

a communication mechanism for transmitting at least one of a user'"'"'s selection of an agent or a text-based, plain language query to the message server;

a text-based graphical user interface capable of displaying textual information and a hierarchical menu of agents; and

an input mechanism, capable of accepting a user'"'"'s selection of a specified agent from the hierarchical menu of agents, and capable of accepting a text-based, plain language query.

4. The device of claim 3, further including a location determining mechanism for determining the geographic location of the device and forwarding the determined geographic location to the communication mechanism, wherein the communication mechanism is equipped to transmit the determined geographic location to the specified agent, and wherein the specified agent responds to the agent-readable query in accordance with the transmitted location of the device.

5. The device of claim 3, wherein the communication mechanism is capable of receiving an electronic message from the message server identifying a plurality of agents that are accessible to the message server, the text-based graphical user interface displays a hierarchical menu of agents that includes the plurality of agents identified in the electronic message, and further comprising an agent selection subprogram, responsive to a first input entered into the input mechanism, to sequentially display identity information on the text-based graphical user interface for each of the plurality of agents identified in the electronic message.

6. The device of claim 5, wherein the agent selection subprogram responds to a second input entered into the input mechanism by selecting a first agent when identity information corresponding to the first agent is displayed on the text-based graphical user interface, and wherein the agent selection subprogram responds to a third input entered into the input mechanism by selecting a second agent when identity information corresponding to the second agent is displayed on the text-based graphical user interface, to thereby provide substantially simultaneous user access to the first and second agents.

7. The device of claim 6, wherein, for at least one of the first agent and the second agent, the text-based graphical user interface displays the most recent query accepted by the input mechanism, and does not display any queries entered prior to the most recent query.

8. A method for reducing or eliminating ergonomic inefficiencies arising when an automated information agent is accessed from a device having a text-based graphical user interface, the method comprising the steps of:

generating a list of agents that are accessible to the device;

transmitting the list of agents to the device;

receiving from the device a user'"'"'s selection of an agent included in the list of agents;

receiving a plain language query from the device;

routing the plain language query to the user-selected agent;

the user-selected agent routing the plain language query to a conversational interpretation mechanism;

the conversational interpretation mechanism transforming the plain language query into an agent-readable query to which the user-selected agent is capable of responding, and routing the agent-readable query to the user-selected agent; and

the user-selected agent formulating a response to the agent-readable query.

9. The method of claim 8, further comprising the steps of:

the user-selected agent receiving from the device information about the geographic location of the device; and

the user-selected agent formulating a response to the agent-readable query in accordance with the geographic location of the device.

10. The method of claim 8, further comprising the steps of:

the user-selected agent automatically receiving information about the geographic location of the device from an external database server; and

the user-selected agent formulating a response to the agent-readable query in accordance with the geographic location of the device.

11. A method for using a device to access any of a plurality of automated information agents, the method comprising the following steps performed by the device:

receiving a list of agents that are accessible to the device;

displaying the list of agents in the form of a hierarchical menu;

accepting a user'"'"'s selection of an agent from the hierarchical menu;

accepting a plain language query entered by a user;

transmitting the plain language query to the agent selected from the hierarchical menu; and

receiving a response to the plain language query from the agent.

12. The method of claim 11, wherein the received response to the plain language query is formulated in accordance with where the device is located.

13. The method of claim 11, further comprising the steps of:

the device sequentially displaying identity information for each of the plurality of agents included in the received list of agents,

the device accepting a first input when identity information corresponding to a first agent is displayed on the device, thereby selecting a first agent, and

the device accepting a second input when identity information corresponding to a second agent is displayed on the device, thereby selecting a second agent and providing substantially simultaneous access to the first and second agents.

14. The method of claim 13, wherein, for at least one of the first agent and the second agent, the device displays the most recent query accepted by the device, and does not display any queries accepted prior to the most recent query.

15. A device for accessing any of a plurality of automated information agents, the device being usable with a system comprising a messaging transport mechanism for receiving a query from the device, and for routing the query to a user-selected agent from among the plurality of agents;

the device comprising;

a communication mechanism for transmitting at least one of a user'"'"'s selection of an agent or a query to the messaging transport mechanism;

a text-based graphical user interface capable of displaying a hierarchical menu of agents and a template for a user to complete;

an input mechanism, capable of accepting a user'"'"'s selection of a specified agent from the hierarchical menu of agents, and capable of accepting user input for completing the template to thereby generate a user-completed template; and

a processing mechanism capable of transforming the user-completed template into a query.

16. A device for accessing a plurality of automated information agents, the device being usable with a system comprising a messaging-transport mechanism for receiving a query from the device, and for routing the query to a user-selected agent from among the plurality of agents;

wherein the device comprises;

a communication mechanism for transmitting a user'"'"'s selection of at least a first agent and a second agent to the messaging transport mechanism;

a text-based graphical user interface capable of displaying a hierarchical menu of agents including at least the first agent and the second agent;

an input mechanism, capable of accepting a user'"'"'s selection of at least the first agent and the second agent from the hierarchical menu of agents;

the text-based graphical user interface being capable of displaying a first icon corresponding to the first agent, and a second icon corresponding to the second agent;

the input mechanism being responsive to a user clicking on the first icon to display a first agent interaction screen corresponding to the first agent, and being responsive to a user clicking on the second icon to display a second agent interaction screen corresponding to the second agent;

wherein the first and second agent interaction screens are each capable of accepting a user-entered query from the input mechanism, thereby permitting substantially instantaneous access to each of a plurality of agents.

17. A system for providing access to a specified agent selected from a plurality of automated information agents, the system being usable with a device having a streamlined graphical user interface and an input mechanism, wherein the streamlined graphical user interface is capable of displaying at least textual information and the input mechanism is capable of accepting a user'"'"'s selection of a specified agent from a menu of agents and a user-entered, text-based, plain language query, the system comprising:

a messaging transport mechanism for receiving the plain language query from the device, and for routing the plain language query to the specified agent; and

a conversational interpretation mechanism, in communication with the specified agent, for formulating an agent-readable query to which the specified agent is capable of responding, and wherein the conversational interpretation mechanism comprises one or more dialog files for utilization by any of the plurality of agents.

18. A system for providing access to a specified automated information agent selected from a plurality of automated information agents, the system being usable with a device having a streamlined graphical user interface and an input mechanism, wherein the streamlined graphical user interface is capable of displaying at least textual information and the input mechanism is capable of accepting a user'"'"'s selection of a specified agent from a menu of agents and a user-entered, text-based, plain language query, the system comprising:

a messaging transport mechanism for receiving the plain language query from the device, and for routing the plain language query to the specified agent; and

a conversational interpretation mechanism, in communication with the specified agent, for formulating an agent-readable query to which the specified agent is capable of responding, and wherein the conversational interpretation mechanism comprises a shared conversational grammar database from which one or more textual terms associated with a previous plain language query received from the user are retrieved.

19. A method for communicating with an automated information agent in the course of a group chat among a plurality of users over the Internet, wherein the agent is capable of responding to a query from any of the users to perform a search for information desired by the user, comprising:

joining a specified agent to the group chat in response to a message from any one of the users;

monitoring subsequent messages from the users during the group chat for any message that includes an agent identifier; and

if an agent identifier is detected which has been assigned to the specified agent, processing the message as a query to perform an information search responsive to said query.

20. A method for using an automated information agent to conduct a search over the Internet in response to a query from a user, comprising:

communicating a query from a user to an automated information agent;

processing the query with said agent;

determining whether (i) the user requested human intervention in connection with processing of said query, and/or (ii) a human intervention signal has been automatically generated responsive to processing of said query and, if so, communicating with a human operator to continue processing said query.