US 11,743,378 B1
Intelligent agent assistant for natural language understanding in a customer service system
Michael Johnston, New York, NY (US); and Seyed Eman Mahmoodi, Staten Island, NY (US)
Assigned to Interactions LLC, Franklin, MA (US)
Filed by Interactions LLC, Franklin, MA (US)
Filed on Oct. 23, 2020, as Appl. No. 17/79,384.
Application 17/079,384 is a continuation in part of application No. 16/836,487, filed on Mar. 31, 2020, granted, now 11,606,463.
Int. Cl. H04M 3/493 (2006.01); G10L 13/00 (2006.01); G10L 21/10 (2013.01); H04M 3/523 (2006.01); H04M 3/53 (2006.01)
CPC H04M 3/4938 (2013.01) [G10L 13/00 (2013.01); G10L 21/10 (2013.01); H04M 3/4933 (2013.01); H04M 3/4936 (2013.01); H04M 3/5232 (2013.01); H04M 3/5237 (2013.01); H04M 3/5315 (2013.01); H04M 3/5322 (2013.01); H04M 2203/355 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method comprising:
A computer-implemented method of assisting a human agent in fulfilling a workflow objective to respond in real time in a conversation with a user via a communication server, the computer-implemented method comprising:
obtaining a natural language utterance of the user within the conversation;
based on a state of the conversation, using a natural language understanding model to identify a plurality of concepts from the utterance; and
presenting, to a human agent, the identified concepts and a transcript of the conversation within an agent desktop user interface, such that the human agent can use the agent desktop user interface to approve or modify the identified concepts to be included as input for the workflow objective, the agent desktop user interface comprising:
a first region displaying the transcript of the conversation,
a second region displaying the identified concepts,
a third region displaying a form used to fulfill the workflow objective, and
a visual link between ones of the identified concepts and corresponding ones of fields of the form;
wherein the human agent approves the identified concepts by selecting one of the identified concepts, such that a value of the selected identified concept is populated within a field of the form to which the selected identified concept was visually linked.