SESSION MEMORY FOR VIRTUAL ASSISTANT DIALOG MANAGEMENT

• US 20150088765A1
• Filed: 09/24/2013
• Published: 03/26/2015
• Est. Priority Date: 09/24/2013
• Status: Abandoned Application

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle International Corporation (Oracle Corporation)
• Inventors: FULTON, DAVID, SCHIFFRIN, AMANDA, VAN DER POL, ALEXANDER
• Application Number:
  US14/034,995
• Publication Number:
  US 20150088765A1
• Time in Patent Office: Days
• US Class Current: 705/304
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

Embodiments of the invention provide systems and methods for managing a customer interaction with a virtual assistant. Managing a customer interaction with a virtual assistant can comprise receiving a request to initiate an interaction between the virtual assistant and the customer. A context of the request or the interaction between the virtual assistant and the customer can be identified. The context can be based on information identifying at least one of the customer or a product or service that is a subject of the interaction. Information relevant to the interaction between the virtual assistant and the customer can be retrieved based on the identified context. The retrieved information can be stored in a session memory supporting the interaction and the interaction with the customer can be conducted dynamically through the virtual assistant based on the information stored in the session memory.

Claims

1. A method for managing a customer interaction with a virtual assistant, the method comprising:

receiving a request to initiate an interaction between the virtual assistant and the customer;

identifying a context of the request or the interaction between the virtual assistant and the customer;

retrieving information relevant to the interaction between the virtual assistant and the customer based on the identified context;

storing the retrieved information in a session memory supporting the interaction; and

conducting the interaction with the customer dynamically through the virtual assistant based on the information stored in the session memory.

2. The method of claim 1, wherein the request to initiate the interaction comprises a request from the customer.

3. The method of claim 1, wherein the context is based on information identifying at least one of the customer or a product or service that is a subject of the interaction.

4. The method of claim 3, wherein the retrieved information comprises one or more of customer information related to the customer participating in the exchange, product information related to the product or service that is the subject of the interaction, or knowledge base information.

5. The method of claim 1, wherein conducting the interaction comprises:

selecting a dialog from a plurality of dialogs based on the information stored in the session memory;

executing the selected dialog;

receiving additional information from the customer through the interaction of the customer with the virtual assistant based on the execution of the selected dialog; and

updating the session memory with the received additional information.

6. The method of claim 5, wherein each dialog comprises a definition of a different process flow for conducting at least a portion the interaction between the customer and the virtual assistant based on and using the information stored in the session memory.

7. The method of claim 6, further comprising determining whether the transaction between the customer and the virtual assistant is complete.

8. The method of claim 7, further comprising, in response to determining the interaction between the customer and the virtual assistant is not complete:

selecting a new dialog from the plurality of dialogs based on the updated information stored in the session memory;

executing the selected new dialog;

receiving additional information from the customer through the interaction of the customer with the virtual assistant based on the execution of the selected new dialog; and

updating the session memory with the received additional information.

9. A system comprising:

a processor; and

a memory coupled with and readable by the processor and storing therein a set of instructions which, when executed by the processor, causes the processor to manage a customer interaction with a virtual assistant by;

receiving a request to initiate an interaction between the virtual assistant and the customer;

identifying a context of the request or the interaction between the virtual assistant and the customer;

retrieving information relevant to the interaction between the virtual assistant and the customer based on the identified context;

storing the retrieved information in a session memory supporting the interaction; and

conducting the interaction with the customer dynamically through the virtual assistant based on the information stored in the session memory.

10. The system of claim 9, wherein the request to initiate the interaction comprises a request from the customer.

11. The system of claim 9, wherein the context is based on information identifying at least one of the customer or a product or service that is a subject of the interaction.

12. The system of claim 11, wherein the retrieved information comprises one or more of customer information related to the customer participating in the exchange, product information related to the product or service that is the subject of the interaction, or knowledge base information.

13. The system of claim 9, wherein conducting the interaction comprises:

selecting a dialog from a plurality of dialogs based on the information stored in the session memory;

executing the selected dialog;

receiving additional information from the customer through the interaction of the customer with the virtual assistant based on the execution of the selected dialog; and

updating the session memory with the received additional information.

14. The system of claim 13, wherein each dialog comprises a definition of a different process flow for conducting at least a portion the interaction between the customer and the virtual assistant based on and using the information stored in the session memory.

15. The system of claim 14, further comprising determining whether the transaction between the customer and the virtual assistant is complete.

16. The system of claim 15, further comprising, in response to determining the interaction between the customer and the virtual assistant is not complete:

selecting a new dialog from the plurality of dialogs based on the updated information stored in the session memory;

executing the selected new dialog;

receiving additional information from the customer through the interaction of the customer with the virtual assistant based on the execution of the selected new dialog; and

updating the session memory with the received additional information.

17. A computer-readable memory comprising a set of instructions stored therein which, when executed by a processor, causes the processor to manage a customer interaction with a virtual assistant by:

receiving a request to initiate an interaction between the virtual assistant and the customer;

identifying a context of the request or the interaction between the virtual assistant and the customer;

retrieving information relevant to the interaction between the virtual assistant and the customer based on the identified context;

storing the retrieved information in a session memory supporting the interaction; and

conducting the interaction with the customer dynamically through the virtual assistant based on the information stored in the session memory.

18. The computer-readable memory of claim 17, wherein conducting the interaction comprises:

selecting a dialog from a plurality of dialogs based on the information stored in the session memory, wherein each dialog comprises a definition of a different process flow for conducting at least a portion the interaction between the customer and the virtual assistant based on and using the information stored in the session memory;

executing the selected dialog;

receiving additional information from the customer through the interaction of the customer with the virtual assistant based on the execution of the selected dialog; and

updating the session memory with the received additional information.

19. The computer-readable memory of claim 18, further comprising determining whether the transaction between the customer and the virtual assistant is complete.

20. The computer-readable memory of claim 19, further comprising, in response to determining the interaction between the customer and the virtual assistant is not complete:

selecting a new dialog from the plurality of dialogs based on the updated information stored in the session memory;

executing the selected new dialog;

receiving additional information from the customer through the interaction of the customer with the virtual assistant based on the execution of the selected new dialog; and

updating the session memory with the received additional information.