METHOD AND SYSTEM FOR VIRTUAL ASSISTANT CONVERSATIONS

• US 20200137230A1
• Filed: 10/24/2019
• Published: 04/30/2020
• Est. Priority Date: 10/24/2018
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Inventors: Spohrer, Daniel
• Granted Patent: US 11,196,863 B2
• Time in Patent Office: Days
• CPC Class Codes: G06F 3/167 Audio in a user interface, e.g. using voice commands for navigating, audio feedback
• CPC Class Codes: G06N 20/00 Machine learning
• CPC Class Codes: G06N 3/006 based on simulated virtual individual or collective life forms, e.g. social simulations or particle swarm optimisation [PSO]
• CPC Class Codes: G06N 5/043 Distributed expert systems; Blackboards
• 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: G10L 2015/227 of the speaker; Human-factor methodology
• CPC Class Codes: H04M 2203/357 Autocues for dialog assistance
• 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 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication

Abstract

Techniques and architectures for implementing a team of virtual assistants are described herein. The team may include multiple virtual assistants that are configured with different characteristics, such as different functionality, base language models, levels of training, visual appearances, personalities, and so on. The characteristics of the virtual assistants may be configured by trainers, end-users, and/or a virtual assistant service. The virtual assistants may be presented to end-users in conversation user interfaces to perform different tasks for the users in a conversational manner. The different virtual assistants may adapt to different contexts. The virtual assistants may additionally, or alternatively, interact with each other to carry out tasks for the users, which may be illustrated in conversation user interfaces.

Claims

1. A system for providing virtual assistance in a customer-agent interaction, comprising:

at least one agent device configured to accommodate multi-directional communications over a network among the at least one agent device, a remote user device, and a network server;

the network server comprising computerized software that implements a human-machine interface with an artificial intelligence robot configured as a virtual-assistance agent;

a communications conferencing channel on the network that is simultaneously accessible by the at least one agent device, the remote user device, and the virtual assistance agent on the network server,

wherein the communications conferencing channel accommodates multi-party interaction among a live agent, a remote user, and the virtual assistance agent.

2. A system according to claim 1, wherein the communications conferencing channel comprises an audio data channel.

3. A system according to claim 2, wherein the audio data channel transmits audio data to and from the live agent, the remote user, and the virtual assistance agent in a format that is commonly accessible by both the live agent device and the remote user device simultaneously.

4. A system according to claim 3, wherein the audio data comprises voice activated command data from the live agent to the virtual assistance agent, said voice activated command data being audible to the remote user during a transaction.

5. A system according to claim 4, wherein the audio data comprises an audio output from the virtual assistance agent to the live agent, said audio output being audible to and accessible by the remote user via the communications conferencing channel.

6. A system according to claim 4, wherein the voice activated command data from the live agent comprises a trigger condition that is recognizable by the virtual assistance agent as a request for information, and in response to the trigger condition, the virtual assistance agent provides, from the server, relevant audio response data to the communications conferencing channel.

7. A system according to claim 6, wherein the virtual assistance agent accesses another channel to provide on-screen data via to the live agent computer.

8. A system according to claim 7, wherein the on-screen data instructs the live agent in regard to advice for assisting the remote user.

9. A system according to claim 1, wherein conferencing communication channel transmits audio data that comprises voice activated command data from the live agent to the virtual assistance agent, said voice activated command data being simultaneously audible to the remote user during a transaction, and wherein the server comprises a natural language processing service that converts the voice activated command data to machine language that comprises a trigger condition therein.

10. A system according to claim 9, wherein the remote user accesses audio output data from the virtual assistance agent on the conference communications channel.

11. A system according to claim 1, wherein the remote user device comprises a video output display, and wherein the communications conferencing channel comprises a multimedia data channel.

12. A system according to claim 11, wherein the multimedia data channel transmits audio data and video data to and from the live agent, the remote user, and the virtual assistance agent in a format that is commonly accessible by both the live agent device and the remote user device simultaneously.

13. A system according to claim 12, wherein the audio data comprises voice activated command data from the live agent to the virtual assistance agent, said voice activated command data being audible to the remote user during a transaction.

14. A system according to claim 13, wherein the multimedia data channel further comprises multimedia output data from the virtual assistance that is accessible by both the live agent device and the remote user device.

15. A system according to claim 14, further comprising a recording system configured to store information from the multimedia data channel.

16. A system for providing virtual assistance in a customer-agent interaction, comprising:

at least one agent device configured to accommodate multi-directional communications over a network among the at least one agent device, a remote user device, and a network server;

the network server comprising computerized software that implements a human-machine interface with an artificial intelligence robot configured as a virtual-assistance agent;

a communications conferencing channel on the network that is simultaneously accessible by the at least one agent device, the remote user device, and the virtual assistance agent on the network server,

wherein the communications conferencing channel accommodates multi-party interaction among a live agent, a remote user, and the virtual assistance agent,

a multimedia gateway connected on the network, wherein the multimedia gateway comprises telecommunications protocol programming to receive multimedia data from the network server, the agent device, and the remote user device, and wherein the multi-media gateway is further configured to identify and direct transmission of particular kinds of multimedia data to the network server, the agent device, and the remote user device.

17. A system according to claim 16, wherein the gateway disallows communication from the remote user device to the network server while simultaneously allowing communication to the remote user device from the network server and the agent device.

18. A system according to claim 17, wherein the communication between the agent device and the remote user device is bi-directional, the communication between the agent device and the network server is bi-directional, and the communication between the network server and remote user device is one-way only from the network server to the remote user device on the communication conference channel.