CONVERSATIONAL INTERACTIONS USING SUPERBOTS

• US 20180090141A1
• Filed: 09/29/2016
• Published: 03/29/2018
• Est. Priority Date: 09/29/2016
• Status: Abandoned Application

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Inventors: Periorellis, Panos, Tilly, Marcel, Nano, Olivier, Dumas, Francois, Heinze, Daniel
• Application Number:
  US15/280,984
• Publication Number:
  US 20180090141A1
• Time in Patent Office: Days
• CPC Class Codes: G06F 40/20 Natural language analysis semantic analysis of natural language G06F40/30
• CPC Class Codes: G06F 40/56 Natural language generation
• CPC Class Codes: G10L 13/08 Text analysis or generation of parameters for speech synthesis out of text, e.g. grapheme to phoneme translation, prosody generation or stress or intonation determination
• CPC Class Codes: G10L 15/1815 Semantic context, e.g. disambiguation of the recognition hypotheses based on word meaning
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue
• CPC Class Codes: G10L 2015/223 Execution procedure of a spoken command
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages

Abstract

Conversational Super Bots are provided. A SuperBot may utilize a plurality of dialogs to enable conversation between the SuperBot and a user. The SuperBot may switch between topics, keep state information, disambiguate utterances, and learn about the user as the conversation progresses using each of the plurality of dialogs. Users/developers may expose a number of dialogs each specializing in a conversational subject as a part of the SuperBot. The embodiments provide enterprise systems that may handle multiple subjects in one conversation. SuperBot architecture allows dialogs to be added to the SuperBot and managed from the SuperBot. Dialog intelligence delivery via the SuperBot is decoupled from the authoring of the dialogs. Processes that make the SuperBot appear as intelligent and coherent to a user are decoupled from the dialog authoring. Developers may develop dialogs without considerations of language processing. The SuperBot includes components that manage and coordinate the dialogs.

Claims

1. An apparatus comprising:

an interface for receiving conversational inputs and outputting conversational outputs;

one or more processors in communication with the interface and memory in communication with the one or more processors, the memory comprising a plurality of dialogs, each comprising one or more data slots, and code, that when executed, causes the one or more processors to control the apparatus to;

activate a flow engine, the flow engine for coordinating a plurality of dialogs;

receive a first conversational input including a first utterance at the interfaces;

perform language processing on the first utterance to determine a first structure;

a first ranking based on the first structure, the first ranking indicating the relevance each of a plurality of dialogs to the first structure;

invoke, based on the first ranking, a first dialog of the plurality of dialogs to provide first conversational outputs to the interface as queries to fill one or more data slots of the first dialog and receive second conversational input from the interface in response to the first conversational outputs;

perform language processing on one or more second utterances and a third utterance included in the second conversational input to determine one or more second structures and a third structure, respectively;

fill the one or more data slots of the first dialog and determine contextual in formation for the first dialog based on the one or more second structures, and determine, based on the third structure, that the third utterance is not recognized by the first dialog;

generate a second ranking, the second ranking indicating the relevance of the plurality of dialogs, other than the first dialog, to the third structure and invoke a second dialog of the plurality of dialogs based on the second ranking;

utilize the contextual information to provide second conversational outputs for the second dialog at the interface.

2. The apparatus of claim 1, wherein the contextual information comprises first contextual information and the code further causes the one or more processors to control the apparatus to:

provide second conversational outputs to the interface as queries to fill one or more data slots of the second dialog, receive third conversational input from the interface in response to the second conversational outputs and determine second contextual information for the second dialog;

perform language processing on a fourth utterance included in the third conversational inputs to determine a fourth structure;

generate a third ranking, the third ranking indicating the relevance of the plurality of dialogs, other than the second dialog, to the third structure and invoke the first dialog based on the third ranking; and

,

utilize the second contextual information to provide third conversational outputs for the first dialog at the interface.

4. The apparatus of claim 1, wherein the code further causes the one or more processors to control the apparatus to:

track state information for the first dialog while the first is invoked; and

,

utilize the state information to provide the second conversational outputs for the second dialog.

5. The apparatus of claim 1, wherein the code further causes the one or more processors to control the device to:

determine dialog activity, the dialog activity including an amount of activity of each of the plurality of dialogs;

receive third conversational input comprising a fourth utterance at the interface;

perform language processing on the fourth utterance to determine a fourth structure; and

,

determine, based on the fourth structure and the dialog activity, which of the plurality of dialogs is to be invoked in response to the fourth utterance.

6. The apparatus of claim 1, wherein the code further causes the one or more processors to control the apparatus to:

receive a third conversational input comprising a fourth utterance at the interface while the second dialog is invoked;

perform language processing on the fourth utterance to determine a fourth structure;

determine that the fourth utterance is a request for information about the second dialog based on the fourth structure;

determine metadata in a script of the second dialog; and

utilize the metadata to provide the second conversational outputs for the second dialog at the interface.

7. The apparatus of claim 1, wherein the code further causes the one or more processors to control the apparatus to:

receive third conversational input comprising a fourth utterance at the interface while the second dialog is invoked;

perform language processing on the fourth utterance to determine a fourth structure;

determine that the fourth utterance includes a negation based on the fourth structure; and

,

negotiate a response to the negation with the second dialog.

8. The apparatus of claim 1, wherein the code further causes the one or more processors to control the apparatus to:

receive a third conversational input comprising a fourth utterance at the interface while the second dialog is invoked;

perform language processing on the fourth utterance to determine a fourth structure;

determine that the fourth utterance is an exit phrase for the first dialog based on the fourth structure; and

,

exit the first dialog in response to the fourth utterance.

3. (canceled)

9. A method comprising:

activating a flow engine in an apparatus, the flow engine for coordinating a plurality of dialogs;

receiving a first conversational input including a first utterance at an interface of the apparatus;

performing language processing on the first utterance to determine a first structure;

generating a first ranking based on the first structure, the first ranking indicating the relevance each of a plurality of dialogs to the first structure;

invoking, based on the first ranking, a first dialog of the plurality of dialogs to provide first conversational outputs to the interface as queries to fill one or more data slots of the first dialog and receiving second conversational input from the interface in response to the first conversational outputs;

performing language processing on one or more second utterances and a third utterance included in the second conversational input to determine one or more second structures and a third structure, respectively;

filling the one or more data slots of the first dialog and determining contextual information for the first dialog based on the one or more second structures;

determining, based on the third structure, that the third utterance is not recognized by the first dialog;

generating a second ranking, the second ranking indicating the relevance of the plurality of dialogs, other than the first dialog, to the third structure and invoking a second dialog of the plurality of dialogs based on the second ranking;

utilizing the contextual information to provide second conversational outputs for the second dialog at the interface.

10. The method of claim 9, further comprising:

tracking state information for the first dialog while the first dialog is invoked; and

,

utilizing the state information to provide the second conversational outputs for the second dialog at the interface.

11. The method of claim 9, further comprising:

determining dialog activity, the dialog activity including an amount of activity of each of the plurality of dialogs;

receiving third conversational input comprising a fourth utterance at the interface;

performing language processing on the fourth utterance to determine a fourth structure; and

,

determining, based on the fourth structure and the dialog activity, which off the plurality of dialogs is to be invoked in response to the fourth utterance.

12. The method of claim 9, further comprising:

providing second conversational outputs to the interface as queries to fill one or more data slots of the second dialog, receiving third conversational input from the interface in response to the second conversational outputs and determining second contextual information for the second dialog;

performing language processing on a fourth utterance included in the third conversational inputs to determine a fourth structure;

generating a third ranking, the third ranking indicating the relevance of the plurality of dialogs, other than the second dialog, to the third structure and invoking the first dialog based on the third ranking; and

,

utilizing the second contextual information to determine at least one response while using the first dialog to provide third conversational outputs for the first dialog at the interface.

13. The method of claim 9, further comprising;

receiving a third conversational, input comprising a fourth utterance at the interface while the second dialog is invoked;

performing language processing on the fourth utterance to determine a fourth structure;

determining that the fourth utterance is a request for information about the second dialog based on the fourth structure;

determining metadata in a script of the second dialog; and

utilizing the metadata to provide the second conversational outputs for the second dialog at the interface.

14. The method of claim 9, further comprising:

receiving a third conversational input comprising a fourth utterance at the interface while the second dialog is invoked;

performing language processing on the fourth utterance to determine a fourth structure;

determining that the fourth utterance includes a negation based on the fourth structure; and

,

negotiating a response to the negation with the second dialog.

15. The method of claim 9, further comprising:

receiving a third conversational input comprising a fourth utterance at the interface while the second dialog is invoked;

performing language processing on the fourth utterance to determine a fourth structure;

determining that the fourth utterance is an exit phase for the first dialog based on the fourth structure; and

,

exit the first dialog in response to the fourth utterance.

16. A flow engine including an interface, one or more processors in communication with the interface, and memory in communication with the one or more processors, the memory comprising a plurality of dialogs each comprising one or more data slots, and code, that when executed, is operable to control the flow engine to:

receive conversational input comprising a plurality of utterances at the interface;

perform language processing on the plurality of utterance to determine a plurality of structures, each corresponding to one of the plurality of utterances;

generate a plurality of rankings of a plurality of dialogs, each ranking based on one of the plurality of structures and associated with a corresponding one of the plurality of utterances;

manage the plurality of dialogs by switching between each of the plurality of dialogs based on the plurality of rankings, as the conversational input is received;

track context information while using each of the plurality of dialogs; and

,

utilize the context information tracked in a first dialog of the plurality of dialogs in at least one second dialog of the plurality of dialogs to provide conversational outputs at the interface as queries to fill one or more data slots of the at least one second dialog of the plurality of dialogs.

17. The flow engine of claim 16, wherein the code is further operable to control the flow engine to:

track state information while using each of the plurality of dialogs; and

,

classify each of the plurality of dialogs as available, activated, and completed based on the tracked state information.

19. The flow engine of claim 16, wherein the flow engine utilizes the context information tracked in the first dialog of the plurality of dialogs in the at least one second dialog of the plurality of dialogs by filling a data slot of the at least one second dialog with information in the tracked context information.

20. The flow engine of claim 16, wherein the flow engine further tracks state information while using the plurality of dialogs, and utilizes the state information tracked in a first dialog of the plurality of dialogs in at least a second dialog of the plurality of dialogs.

18. (canceled)

21. (canceled)