公开(公告)号：US20220366913A1

公开(公告)日：2022-11-17

申请号：US17815809

申请日：2022-07-28

Applicant: ServiceNow, Inc.

Inventor： Nabil Abu Asba ,  Mark David Griffin

IPC: G10L15/30 ,  G06F40/30

Abstract: A virtual agent that utilizes an in-house natural language understanding (NLU) service and integrates a third party NLU service. The third-party NLU service is integrated with the virtual agent via a transformation script that establishes a transformation boundary through which communications are directed for adjustment and conditioning. The third party NLU service communicates with the virtual agent via an application programming interface (API). The virtual agent receives an utterance from a user via a chat session and provides the utterance to the third party NLU service. The third party NLU service may return intents, entities, and confidence, generate and return a response, and/or take actions within the cloud-based platform via the API, dependent upon the degree of integration. The virtual agent then provides a response to the user via the chat session.

公开(公告)号：US20200302936A1

公开(公告)日：2020-09-24

申请号：US16821670

申请日：2020-03-17

Applicant: ServiceNow, Inc.

Inventor： Nabil Abu Asba ,  Mark David Griffin

IPC: G10L15/30 ,  G06F40/30 ,  G06F9/54 ,  G06F16/9032

Abstract: A virtual agent that utilizes an in-house natural language understanding (NLU) service and integrates a third party NLU service. The third-party NLU service is integrated with the virtual agent via a transformation script that establishes a transformation boundary through which communications are directed for adjustment and conditioning. The third party NLU service communicates with the virtual agent via an application programming interface (API). The virtual agent receives an utterance from a user via a chat session and provides the utterance to the third party NLU service. The third party NLU service may return intents, entities, and confidence, generate and return a response, and/or take actions within the cloud-based platform via the API, dependent upon the degree of integration. The virtual agent then provides a response to the user via the chat session.

公开(公告)号：US12182517B2

公开(公告)日：2024-12-31

申请号：US18462092

申请日：2023-09-06

Applicant: ServiceNow, Inc.

Inventor： Nabil Abu Asba ,  Mark David Griffin ,  Anuj Jain

IPC: G10L15/22 ,  G06F40/295 ,  G06F40/30 ,  G10L15/18 ,  H04L51/02 ,  G06F40/279 ,  G06F40/35 ,  H04L67/10

Abstract: Present embodiments are directed to a virtual agent with improved natural language understanding (NLU) capabilities. The disclosed virtual agent enables topic selection and topic changes during natural language exchanges with a user. The virtual agent is designed to select suitable topic flows to execute based on intents identified in received user utterances, including selection of an initial topic flow in response to a topic identified in a first user utterance, as well as switching between topic flows mid-conversation based on identified topic changes. The virtual agent is also capable of considering all intents and entities conveyed during the conversation, which enables the virtual agent to avoid prompting the user to provide redundant information. Furthermore, the virtual agent is capable of executing topic flows as part of a global topic flow, which enables the virtual agent to perform a number of predefined activities as part of each interaction with the user.

公开(公告)号：US12046244B2

公开(公告)日：2024-07-23

申请号：US17815809

申请日：2022-07-28

Applicant: ServiceNow, Inc.

Inventor： Nabil Abu Asba ,  Mark David Griffin

IPC: G10L21/00 ,  G06F9/54 ,  G06F16/9032 ,  G06F40/30 ,  G10L15/30 ,  G10L25/00

CPC classification number: G10L15/30 ,  G06F9/547 ,  G06F16/90332 ,  G06F40/30

Abstract: A virtual agent that utilizes an in-house natural language understanding (NLU) service and integrates a third party NLU service. The third-party NLU service is integrated with the virtual agent via a transformation script that establishes a transformation boundary through which communications are directed for adjustment and conditioning. The third party NLU service communicates with the virtual agent via an application programming interface (API). The virtual agent receives an utterance from a user via a chat session and provides the utterance to the third party NLU service. The third party NLU service may return intents, entities, and confidence, generate and return a response, and/or take actions within the cloud-based platform via the API, dependent upon the degree of integration. The virtual agent then provides a response to the user via the chat session.

公开(公告)号：US20230409837A1

公开(公告)日：2023-12-21

申请号：US18462092

申请日：2023-09-06

Applicant: ServiceNow, Inc.

Inventor： Nabil Abu Asba ,  Mark David Griffin ,  Anuj Jain

IPC: G06F40/30 ,  H04L51/02 ,  G06F40/295 ,  G10L15/18 ,  G10L15/22

CPC classification number: G06F40/30 ,  H04L51/02 ,  G06F40/295 ,  G10L15/1822 ,  G10L15/22 ,  H04L67/10

Abstract: Present embodiments are directed to a virtual agent with improved natural language understanding (NLU) capabilities. The disclosed virtual agent enables topic selection and topic changes during natural language exchanges with a user. The virtual agent is designed to select suitable topic flows to execute based on intents identified in received user utterances, including selection of an initial topic flow in response to a topic identified in a first user utterance, as well as switching between topic flows mid-conversation based on identified topic changes. The virtual agent is also capable of considering all intents and entities conveyed during the conversation, which enables the virtual agent to avoid prompting the user to provide redundant information. Furthermore, the virtual agent is capable of executing topic flows as part of a global topic flow, which enables the virtual agent to perform a number of predefined activities as part of each interaction with the user.

公开(公告)号：US11423910B2

公开(公告)日：2022-08-23

申请号：US16821670

申请日：2020-03-17

Applicant: ServiceNow, Inc.

Inventor： Nabil Abu Asba ,  Mark David Griffin

IPC: G10L21/00 ,  G10L25/00 ,  G10L15/30 ,  G06F16/9032 ,  G06F9/54 ,  G06F40/30

Abstract: A virtual agent that utilizes an in-house natural language understanding (NLU) service and integrates a third party NLU service. The third-party NLU service is integrated with the virtual agent via a transformation script that establishes a transformation boundary through which communications are directed for adjustment and conditioning. The third party NLU service communicates with the virtual agent via an application programming interface (API). The virtual agent receives an utterance from a user via a chat session and provides the utterance to the third party NLU service. The third party NLU service may return intents, entities, and confidence, generate and return a response, and/or take actions within the cloud-based platform via the API, dependent upon the degree of integration. The virtual agent then provides a response to the user via the chat session.

公开(公告)号：US11790176B2

公开(公告)日：2023-10-17

申请号：US16431185

申请日：2019-06-04

Applicant: ServiceNow, Inc.

Inventor： Nabil Abu Asba ,  Mark David Griffin ,  Anuj Jain

IPC: G06F40/30 ,  G10L15/22 ,  H04L51/02 ,  G06F40/295 ,  G10L15/18 ,  H04L67/10 ,  G06F40/35 ,  G06F40/279

CPC classification number: G06F40/30 ,  G06F40/295 ,  G10L15/1822 ,  G10L15/22 ,  H04L51/02 ,  G06F40/279 ,  G06F40/35 ,  G10L2015/223 ,  H04L67/10

Abstract: Present embodiments are directed to a virtual agent with improved natural language understanding (NLU) capabilities. The disclosed virtual agent enables topic selection and topic changes during natural language exchanges with a user. The virtual agent is designed to select suitable topic flows to execute based on intents identified in received user utterances, including selection of an initial topic flow in response to a topic identified in a first user utterance, as well as switching between topic flows mid-conversation based on identified topic changes. The virtual agent is also capable of considering all intents and entities conveyed during the conversation, which enables the virtual agent to avoid prompting the user to provide redundant information. Furthermore, the virtual agent is capable of executing topic flows as part of a global topic flow, which enables the virtual agent to perform a number of predefined activities as part of each interaction with the user.

公开(公告)号：US20200302020A1

公开(公告)日：2020-09-24

申请号：US16431185

申请日：2019-06-04

Applicant: ServiceNow, Inc.

Inventor： Nabil Abu Asba ,  Mark David Griffin ,  Anuj Jain

IPC: G06F17/27 ,  H04L12/58

Abstract: Present embodiments are directed to a virtual agent with improved natural language understanding (NLU) capabilities. The disclosed virtual agent enables topic selection and topic changes during natural language exchanges with a user. The virtual agent is designed to select suitable topic flows to execute based on intents identified in received user utterances, including selection of an initial topic flow in response to a topic identified in a first user utterance, as well as switching between topic flows mid-conversation based on identified topic changes. The virtual agent is also capable of considering all intents and entities conveyed during the conversation, which enables the virtual agent to avoid prompting the user to provide redundant information. Furthermore, the virtual agent is capable of executing topic flows as part of a global topic flow, which enables the virtual agent to perform a number of predefined activities as part of each interaction with the user.