Systems and methods for providing automated natural language dialogue with customers
First Claim
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1. A system for automating natural language dialogue with a customer, comprising:
- one or more processors; and
memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to;
responsive to receiving an incoming customer dialogue message in an automated customer service interaction, generate a first event to be placed in an event queue, the event queue being monitored by a dialogue management device, the dialogue management device comprising;
a rules-based platform;
responsive to processing the first event and based on data indicative of a customer context, the data derived from financial customer information comprising customer conversation history, generate, by the dialogue management device, a first command to be placed in a command queue, the first command representing a command to a natural language processing device to determine the meaning of the incoming customer dialogue message based on the customer context, wherein the command queue comprises one or more commands for execution by one or more of the natural language processing device, an API server, or a communication interface;
responsive to the execution of the first command by the natural language processing device, generate a second event to be placed in the event queue, the second event representing a determined meaning of the incoming customer dialogue message;
responsive to processing the second event, generate, by the dialogue management device and based on one or more of the rules-based platform or the customer context, a second command to be placed in the command queue, the second command being a command to the API server to retrieve customer data, wherein customer data includes-credential authentication; and
responsive to processing the customer data, generate, by the dialogue management device and based on one or more of the rules-based platform or the customer context, a response dialogue message based at least in part on retrieved customer data as processed by the dialog management device.
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Abstract
A system includes one or more memory devices storing instructions, and one or more processors configured to execute the instructions to perform steps of providing automated natural dialogue with a customer. The system may generate one or more events and commands temporarily stored in queues to be processed by one or more of a dialogue management device, an API server, and an NLP device. The dialogue management device may create adaptive responses to customer communications using a customer context, a rules-based platform, and a trained machine learning model.
20 Citations
20 Claims
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1. A system for automating natural language dialogue with a customer, comprising:
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one or more processors; and memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to; responsive to receiving an incoming customer dialogue message in an automated customer service interaction, generate a first event to be placed in an event queue, the event queue being monitored by a dialogue management device, the dialogue management device comprising; a rules-based platform; responsive to processing the first event and based on data indicative of a customer context, the data derived from financial customer information comprising customer conversation history, generate, by the dialogue management device, a first command to be placed in a command queue, the first command representing a command to a natural language processing device to determine the meaning of the incoming customer dialogue message based on the customer context, wherein the command queue comprises one or more commands for execution by one or more of the natural language processing device, an API server, or a communication interface; responsive to the execution of the first command by the natural language processing device, generate a second event to be placed in the event queue, the second event representing a determined meaning of the incoming customer dialogue message; responsive to processing the second event, generate, by the dialogue management device and based on one or more of the rules-based platform or the customer context, a second command to be placed in the command queue, the second command being a command to the API server to retrieve customer data, wherein customer data includes-credential authentication; and responsive to processing the customer data, generate, by the dialogue management device and based on one or more of the rules-based platform or the customer context, a response dialogue message based at least in part on retrieved customer data as processed by the dialog management device. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A system for automating natural language dialogue with a customer, comprising:
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one or more processors; and memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to; responsive to receiving an incoming customer dialogue message in an automated customer service interaction, generate a first event to be placed in an event queue, the event queue being monitored by a dialogue management device, the dialogue management device comprising; a trained machine learning model; responsive to processing the first event and based on data indicative of a customer context, the data derived from financial customer information comprising customer conversation history, generate, by the dialogue management device, a first command to be placed in a command queue, wherein the command queue comprises one or more commands for execution by one or more of a natural language processing device, an API server, or a communication interface; responsive to processing the first command, determining the meaning of the incoming customer dialogue message based on the customer context; responsive to determining the meaning of the incoming customer dialogue message, generate, by the dialogue management device and based on one or more of trained machine learning model or the customer context, a response dialogue message based on a predictive analysis of one or more determined needs of the customer; and
—transmit the response dialogue message via a communication channel that was used to deliver the incoming customer dialogue message. - View Dependent Claims (8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A method for providing automated natural language dialogue with a customer, comprising:
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receiving a first event to be placed in an event queue, the event queue being monitored by a dialogue management device in an automated customer service interaction, the dialogue management device comprising; a trained machine learning model; responsive to processing the first event and based on data indicative of a customer context, the data derived from financial customer information comprising customer conversation history, generating, by the dialogue management, a first command to be placed in a command queue, wherein the command queue comprises one or more commands for execution by one or more of a natural language processing device, an API server, or a communication interface; responsive to receiving the first command, determining a meaning of an incoming customer dialogue message based on the customer context; responsive to execution of the first command by one of a natural language processing device or the API server, generating a second event to be placed in the event queue; and responsive to processing the second event, generating, by the dialogue management device and based on one or more of the trained machine learning model or the customer context, a response dialogue message based at least in part on retrieved customer data. - View Dependent Claims (18, 19, 20)
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Specification