VIRTUAL ASSISTANT AIDED COMMUNICATION WITH 3RD PARTY SERVICE IN A COMMUNICATION SESSION

• US 20160360039A1
• Filed: 06/05/2015
• Published: 12/08/2016
• Est. Priority Date: 06/05/2015
• Status: Active Grant

• Current Assignee: Apple Inc.
• Original Assignee: Apple Inc.
• Inventors: Sanghavi, Mehul K., Schwerdtfeger, Jeffrey P.
• Granted Patent: US 9,578,173 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 51/18 Commands or executable codes
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04M 1/72436 for text messaging, e.g. short messaging services [SMS] or e-mails
• CPC Class Codes: H04M 2203/256 comprising a service specific user interface
• CPC Class Codes: H04M 2250/74 with voice recognition means voice activated dialling H04M1/271; voice recognition algorithms G10L15/00
• CPC Class Codes: H04M 3/42382 Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

Disclosed are systems, methods, and non-transitory computer-readable storage media for utilizing a virtual assistant to assist a user with a communication session between the user and a third party service. A user can use a communication application to enter a message directed to the virtual assistant and request assistance to communicate with a 3^rd party service. In response, the virtual assistant can access a set of communication instructions associated with the 3^rd party service. The set of communication instructions can include a set of commands for communicating with the 3^rd party service, services provided by the 3^rd party service and data needed by the 3^rd party service to facilitate communication. The virtual assistant can use the communication instructions to gather data needed by the 3^rd party service, communicate with the 3^rd party service and present the user with data received from the 3^rd party service.

Claims

1. A method comprising:

receiving, by a client device, a first message entered as part of a communication session;

performing, by the client device, a semantic analysis of the first message to determine that the first message includes a request for a virtual assistant to facilitate communication with a representative of a third party service;

retrieving, by the client device, a set of communication instructions associated with the third party service, wherein the set of communication instructions identifies a set of data needed by the third party service to facilitate communication with the representative, and a set of commands for communicating with the third party service;

gathering, by the client device, based on the set of communication instructions, the set of data needed by the third party service;

providing, by the client device, the set of data to the third party service using at least a first command of the set of commands; and

connecting, by the client device, the client device to the representative of the third party service, wherein the client device and the representative are parties to the communication session.

2. The method of claim 1, further comprising:

presenting a second message as part of the communication session, wherein the second message prompts input of at least a subset of the set of data needed by the third party service.

3. The method of claim 1, wherein the set of communication instructions further identifies a set of services offered by the third party service.

4. The method of claim 3, further comprising:

presenting a third message as part of the communication session, wherein the third message prompts selection of a desired service from the set of desired services; and

receiving an input identifying the selection of the desired service, wherein the set of data needed by the third party service is dependent on the desired service selected.

5. The method of claim 1, wherein retrieving the set of communication instructions associated with the third party service comprises:

transmitting, to a server, an instruction request for the set of communication instructions, wherein the instruction request identifies the third party service; and

receiving, from the server, the set of communication instructions.

6. The method of claim 1, further comprising:

receiving, from the representative, a fourth message; and

presenting the fourth message as part of the communication session.

7. The method of claim 1, further comprising:

after connecting the client device to the representative, determining that a predetermined amount of time has elapsed during which messages have not been entered as part of the communication session; and

in response to the determination that the predetermined amount of time has elapsed, disconnecting the client device from the representative.

8. A client device comprising:

at least one computer processor; and

a memory containing instructions that, when executed, cause the at least one computer processor to;

receive a first message entered as part of a communication session;

perform a semantic analysis of the first message to determine that the first message includes a request for a virtual assistant to facilitate communication with a representative of a third party service;

retrieve a set of communication instructions associated with the third party service, wherein the set of communication instructions identifies a set of data needed by the third party service to facilitate communication with the representative, and a set of commands for communicating with the third party service;

gather, based on the set of communication instructions, the set of data needed by the third party service;

provide the set of data to the third party service using at least a first command of the set of commands; and

connect the client device to the representative of the third party service, wherein the client device and the representative are parties to the communication session.

9. The client device of claim 8, wherein the instructions further cause the at least one computer processor to:

present a second message as part of the communication session, wherein the second message prompts input of at least a subset of the set of data needed by the third party service.

10. The client device of claim 8, wherein the set of communication instructions further identifies a set of services offered by the third party service.

11. The client device of claim 10, wherein the instructions further cause the at least one computer processor to:

present a third message as part of the communication session, wherein the third message prompts selection of a desired service from the set of desired services; and

receive an input identifying the selection of the desired service, wherein the set of data needed by the third party service is dependent on the desired service selected.

12. The client device of claim 8, wherein the instructions to retrieve the set of communication instructions associated with the third party service comprise instructions to cause the at least one computer processor to:

transmit, to a server, an instruction request for the set of communication instructions, wherein the instruction request identifies the third party service; and

receive, from the server, the set of communication instructions.

13. The client device of claim 8, wherein the instructions further cause the at least one computer processor to:

receive, from the representative, a fourth message; and

present the fourth message as part of the communication session.

14. The client device of claim 8, wherein the instructions further cause the at least one computer processor to:

after connecting the client device to the representative, determine that a predetermined amount of time has elapsed during which messages have not been entered as part of the communication session; and

in response to the determination that the predetermined amount of time has elapsed, disconnect the client device from the representative.

15. At least one non-transitory computer-readable medium containing instructions that, when executed by at least one computer processor, cause the at least one computer processor to:

receive a first message as part of a communication session;

perform a semantic analysis of the first message to determine that the first message includes a request for a virtual assistant to facilitate communication with a representative of a third party service;

retrieve a set of communication instructions associated with the third party service, wherein the set of communication instructions identifies a set of data needed by the third party service to facilitate communication with the representative, and a set of commands for communicating with the third party service;

gather, based on the set of communication instructions, the set of data needed by the third party service;

provide the set of data to the third party service using at least a first command of the set of commands; and

connect the client device to the representative of the third party service, wherein the client device and the representative are parties to the communication session.

16. The at least one non-transitory computer-readable medium of claim 15, wherein the instructions further cause the at least one computer processor to:

present a second message as part of the communication session, wherein the second message prompts input of at least a subset of the set of data needed by the third party service.

17. The at least one non-transitory computer-readable medium of claim 15, wherein the set of communication instructions further identifies a set of services offered by the third party service.

18. The at least one non-transitory computer-readable medium of claim 17, wherein the instructions further cause the at least one computer processor to:

present a third message as part of the communication session, wherein the third message prompts selection of a desired service from the set of desired services; and

receive the selection of the desired service, wherein the set of data needed by the third party service is dependent on the desired service selected.

19. The at least one non-transitory computer-readable medium of claim 15, wherein the instructions to retrieve the set of communication instructions associated with the third party service comprise instructions to cause the at least one computer processor to:

transmit, to a server, an instruction request for the set of communication instructions, the instruction request identifying the third party service; and

receive, from the server, the set of communication instructions.

20. The at least one non-transitory computer-readable medium of claim 15, wherein the instructions further cause the at least one computer processor to:

receive, from the representative, a fourth message; and

present the fourth message as part of the communication session.

21. The at least one non-transitory computer-readable medium of claim 15, wherein the instructions further cause the at least one computer processor to:

after connecting the client device to the representative, determine that a predetermined amount of time has elapsed during which messages have not been entered as part of the communication session; and

in response to the determination that the predetermined amount of time has elapsed, disconnect the client device from the representative.