Conversational Interfaces

• US 20130311592A1
• Filed: 05/16/2013
• Published: 11/21/2013
• Est. Priority Date: 05/17/2012
• Status: Active Grant

• Current Assignee: Walmart Apollo, LLC (WalMart Inc.)
• Original Assignee: Luvocracy, Inc. (WalMart Inc.)
• Inventors: Stoll, Nathan, Stensmo, Jens Magnus, Robinson, Stuart
• Granted Patent: US 9,875,483 B2
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: G06Q 30/0214 Referral reward systems
• CPC Class Codes: G06Q 30/0631 Item recommendations
• CPC Class Codes: G06Q 30/0635 Processing of requisition or of purchase orders
• CPC Class Codes: G06Q 30/0641 Shopping interfaces
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 51/52 for supporting social networking services
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04W 4/21 for social networking applications

Abstract

In accordance with some implementations, a method for responding to requests submitted through a conversational interface is disclosed. The method is performed on a server system having one or more processors and memory storing one or more programs for execution by the one or more processors. The server system receives a request from a user through a conversational interface. The server system determines, based on the request, whether the system is able to fulfill the request automatically. In accordance with a determination that the system is able to fulfill the request automatically, the server system fulfills the user request with no human interaction. In accordance with a determination that the system is not able to fulfill the request without human intervention, the server system sends the request to a human operator for fulfillment.

Claims

1. A method of responding to requests submitted through a conversational interface, the method comprising:

at a computer system having one or more processors and memory storing one or more programs for execution by the one or more processors;

receiving a request from a user through a conversational interface;

determining, based on the request, whether the system is able to fulfill the request automatically;

in accordance with a determination that the system is able to fulfill the request automatically;

fulfilling the user request with no human interaction; and

in accordance with a determination that the system is not able to fulfill the request without human intervention;

sending the request to a human operator for fulfillment.

2. The method of claim 1, wherein determining whether the system is able to fulfill the request automatically comprises:

in accordance with a determination that a type of the request is ambiguous based on contents of the request, determining that the system is not able to fulfill the request without human intervention.

3. The method of claim 1, wherein determining whether the system is able to fulfill the request automatically comprises:

in accordance with a determination that one or more information items needed to fulfill the request requires in-person confirmation by the user, determining that the system is not able to fulfill the request without human intervention.

4. A server system for requesting user data, comprising:

one or more processors; and

memory storing one or more programs to be executed by the one or more processors;

the one or more programs comprising instructions for;

receiving a request from a user through a conversational interface;

determining, based on the request, whether the system is able to fulfill the request automatically;

in accordance with a determination that the system is able to fulfill the request automatically;

fulfilling the user request with no human interaction; and

in accordance with a determination that the system is not able to fulfill the request without human intervention;

sending the request to a human operator for fulfillment.

5. The system of claim 4, comprising instructions for:

in accordance with a determination that a type of the request is ambiguous based on contents of the request, determining that the system is not able to fulfill the request without human intervention.

6. The system of claim 4, comprising instructions for:

in accordance with a determination that one or more information items needed to fulfill the request requires in-person confirmation by the user, determining that the system is not able to fulfill the request without human intervention.

7. A non-transitory computer readable storage medium storing one or more programs configured for execution by a server system, the one or more programs comprising instructions for:

receiving a request from a user through a conversational interface;

determining, based on the request, whether the system is able to fulfill the request automatically;

in accordance with a determination that the system is able to fulfill the request automatically;

fulfilling the user request with no human interaction; and

in accordance with a determination that the system is not able to fulfill the request without human intervention;

sending the request to a human operator for fulfillment.

8. The computer readable storage medium of claim 7, comprising instructions for:

in accordance with a determination that a type of the request is ambiguous based on contents of the request, determining that the system is not able to fulfill the request without human intervention.

9. The computer readable storage medium of claim 7, comprising instructions for:

in accordance with a determination that one or more information items needed to fulfill the request requires in-person confirmation by the user, determining that the system is not able to fulfill the request without human intervention.