Using semantic processing for customer support
First Claim
1. A computer-implemented method, comprising:
- providing a first user interface to a first device to allow a first user to assist customers of a first company;
establishing a customer support session between the first device of the first user and a second device of a second user, wherein the second user is a customer of the first company;
receiving a first message from the second device comprising a first support request;
transmitting the first message to the first device for presentation to the first user;
processing text of the first message with a neural network to select a first intent of the first message from a plurality of possible intents, wherein the first intent relates to the first support request;
selecting a first template from a plurality of templates using the first intent, wherein each template of the plurality of templates describes an update to a portion of a user interface to assist in responding to support requests corresponding to an intent;
generating user interface update data by rendering the first template, wherein rendering the first template comprises replacing a variable of the first template with a value relating to the first support request and wherein the user interface update data comprises a placeholder for delayed data that is not available at a time of generating the user interface update data;
transmitting the user interface update data to the first device to update a portion of the first user interface to present information relating to the first support request;
obtaining the delayed data;
generating second user interface update data using the delayed data;
transmitting the second user interface update data to the first device to present the delayed data to the first user;
receiving from the first device an input of the first user at the first device; and
transmitting a second message to the second device using the input of the first user.
2 Assignments
0 Petitions
Accused Products
Abstract
A third-party company may assist other companies in providing customer support to their customers. The third-party company may provide software to a computer of a customer service representative to present a user interface to assist the customer service representative in responding to customer requests. Third-party company may also send update data to the computer of the customer service representative to cause a portion of the user interface to be updated, where the update data is determined using an intent of a message received from a customer. A message received from the customer may be processed to determine the intent of the message, a template may be obtained using the intent, and the update data may be generated by rendering the selected template. The update data may then be transmitted to the computer of the customer service representative to cause a portion of the user interface to be updated.
102 Citations
19 Claims
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1. A computer-implemented method, comprising:
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providing a first user interface to a first device to allow a first user to assist customers of a first company; establishing a customer support session between the first device of the first user and a second device of a second user, wherein the second user is a customer of the first company; receiving a first message from the second device comprising a first support request; transmitting the first message to the first device for presentation to the first user; processing text of the first message with a neural network to select a first intent of the first message from a plurality of possible intents, wherein the first intent relates to the first support request; selecting a first template from a plurality of templates using the first intent, wherein each template of the plurality of templates describes an update to a portion of a user interface to assist in responding to support requests corresponding to an intent; generating user interface update data by rendering the first template, wherein rendering the first template comprises replacing a variable of the first template with a value relating to the first support request and wherein the user interface update data comprises a placeholder for delayed data that is not available at a time of generating the user interface update data; transmitting the user interface update data to the first device to update a portion of the first user interface to present information relating to the first support request; obtaining the delayed data; generating second user interface update data using the delayed data; transmitting the second user interface update data to the first device to present the delayed data to the first user; receiving from the first device an input of the first user at the first device; and transmitting a second message to the second device using the input of the first user. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A system, comprising:
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at least one server computer comprising at least one processor and at least one memory, the at least one server computer configured to; provide a first user interface to a first device to allow a first user to assist customers of a first company; establish a customer support session between the first device of the first user and a second device of a second user, wherein the second user is a customer of the first company; receive a first message from the second device comprising a first support request; transmit the first message to the first device for presentation to the first user; process text of the first message with a neural network to select a first intent of the first message from a plurality of possible intents, wherein the first intent relates to the first support request; select a first template from a plurality of templates using the first intent, wherein each template of the plurality of templates describes an update to a portion of a user interface to assist in responding to support requests corresponding to an intent; generate user interface update data by rendering the first template, wherein rendering the first template comprises replacing a variable of the first template with a value relating to the first support request and wherein the user interface update data comprises a placeholder for delayed data that is not available at a time of generating the user interface update data; transmit the user interface update data to the first device to update a portion of the first user interface to present information relating to the first support request; obtain the delayed data; generate second user interface update data using the delayed data; transmit the second user interface update data to the first device to present the delayed data to the first user; receive from the first device an input of the first user at the first device; and transmit a second message to the second device using the input of the first user. - View Dependent Claims (8, 9, 10, 11, 12, 13)
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14. One or more non-transitory, computer-readable media comprising computer executable instructions that, when executed, cause at least one processor to perform actions comprising:
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providing a first user interface to a first device to allow a first user to assist customers of a first company; establishing a customer support session between the first device of the first user and a second device of a second user, wherein the second user is a customer of the first company; receiving a first message from the second device comprising a first support request; transmitting the first message to the first device for presentation to the first user; processing text of the first message with a neural network to select a first intent of the first message from a plurality of possible intents, wherein the first intent relates to the first support request; selecting a first template from a plurality of templates using the first intent, wherein each template of the plurality of templates describes an update to a portion of a user interface to assist in responding to support requests corresponding to an intent; generating user interface update data by rendering the first template, wherein rendering the first template comprises replacing a variable of the first template with a value relating to the first support request and wherein the user interface update data comprises a placeholder for delayed data that is not available at a time of generating the user interface update data; transmitting the user interface update data to the first device to update a portion of the first user interface to present information relating to the first support request; obtaining the delayed data; generating second user interface update data using the delayed data; transmitting the second user interface update data to the first device to present the delayed data to the first user; receiving from the first device an input of the first user at the first device; and transmitting a second message to the second device using the input of the first user. - View Dependent Claims (15, 16, 17, 18, 19)
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Specification