公开(公告)号：US20220058343A1

公开(公告)日：2022-02-24

申请号：US17453446

申请日：2021-11-03

Applicant: ServiceNow, Inc.

Inventor： Edwin Sapugay ,  Anil Kumar Madamala ,  Maxim Naboka ,  Srinivas SatyaSai Sunkara ,  Lewis Savio Landry Santos ,  Murali B. Subbarao

IPC: G06F40/30 ,  G06N20/00 ,  G10L15/19 ,  G10L15/22 ,  G06N5/02 ,  G06F40/205 ,  G06F40/211

Abstract: Present embodiment include a prosody subsystem of a natural language understanding (NLU) framework that is designed to analyze collections of written messages for various prosodic cues to break down the collection into a suitable level of granularity (e.g., into episodes, sessions, segments, utterances, and/or intent segments) for consumption by other components of the NLU framework, enabling operation of the NLU framework. These prosodic cues may include, for example, source prosodic cues that are based on the author and the conversation channel associated with each message, temporal prosodic cues that are based on a respective time associated with each message, and/or written prosodic cues that are based on the content of each message. For example, to improve the domain specificity of the agent automation system, intent segments extracted by the prosody subsystem may be consumed by a training process for a ML-based structure subsystem of the NLU framework.

公开(公告)号：US20200349325A1

公开(公告)日：2020-11-05

申请号：US16931007

申请日：2020-07-16

Applicant: ServiceNow, Inc.

Inventor： Edwin Sapugay ,  Anil Kumar Madamala ,  Maxim Naboka ,  Srinivas SatyaSai Sunkara ,  Lewis Savio Landry Santos ,  Murali B. Subbarao

IPC: G06F40/30 ,  G06F16/28 ,  G06F16/2458 ,  G06N5/04 ,  G06F40/247 ,  G06F40/295

Abstract: An agent automation system includes a memory configured to store a corpus of utterances and a semantic mining framework and a processor configured to execute instructions of the semantic mining framework to cause the agent automation system to perform actions, wherein the actions include: detecting intents within the corpus of utterances; producing intent vectors for the intents within the corpus; calculating distances between the intent vectors; generating meaning clusters of intent vectors based on the distances; detecting stable ranges of cluster radius values for the meaning clusters; and generating an intent/entity model from the meaning clusters and the stable ranges of cluster radius values, wherein the agent automation system is configured to use the intent/entity model to classify intents in received natural language requests.

公开(公告)号：US20190294675A1

公开(公告)日：2019-09-26

申请号：US16239147

申请日：2019-01-03

Applicant: ServiceNow, Inc.

Inventor： Edwin Sapugay ,  Anil Kumar Madamala ,  Maxim Naboka ,  Srinivas SatyaSai Sunkara ,  Lewis Savio Landry Santos ,  Murali B. Subbarao

IPC: G06F17/27

Abstract: An agent automation system includes a memory configured to store a reasoning agent/behavior engine (RA/BE) including a first persona and a current context and a processor configured to execute instructions of the RA/BE to cause the first persona to perform actions comprising: receiving intents/entities of a first user utterance; recognizing a context overlay cue in the intents/entities of the first user utterance, wherein the context overlay cue defines a time period; updating the current context of the RA/BE by overlaying context information from at least one stored episode associated with the time period; and performing at least one action based on the intents/entities of the first user utterance and the current context of the RA/BE.

公开(公告)号：US11741309B2

公开(公告)日：2023-08-29

申请号：US17301092

申请日：2021-03-24

Applicant: ServiceNow, Inc.

Inventor： Edwin Sapugay ,  Anil Kumar Madamala ,  Maxim Naboka ,  Srinivas SatyaSai Sunkara ,  Lewis Savio Landry Santos ,  Murali B. Subbarao

IPC: G06F40/30 ,  G06N20/00 ,  G10L15/19 ,  G10L15/22 ,  G06N5/022 ,  G06F40/205 ,  G06F40/211 ,  G10L15/18 ,  G10L15/16

CPC classification number: G06F40/30 ,  G06F40/205 ,  G06F40/211 ,  G06N5/022 ,  G06N20/00 ,  G10L15/19 ,  G10L15/22 ,  G10L15/16 ,  G10L15/1807 ,  G10L15/1822 ,  G10L2015/223 ,  G10L2015/225

Abstract: An agent automation system includes a memory configured to store a natural language understanding (NLU) framework and a model, wherein the model includes at least one original meaning representation. The system includes a processor configured to execute instructions of the NLU framework to cause the agent automation system to perform actions including: performing rule-based generalization of the model to generate at least one generalized meaning representation of the model from the at least one original meaning representation of the model; performing rule-based refinement of the model to prune or modify the at least one generalized meaning representation of the model, or the at least one original meaning representation of the model, or a combination thereof; and after performing the rule-based generalization and the rule-based refinement of the model, using the model to extract intents/entities from a received user utterance.

公开(公告)号：US20210342547A1

公开(公告)日：2021-11-04

申请号：US17304918

申请日：2021-06-28

Applicant: ServiceNow, Inc.

Inventor： Edwin Sapugay ,  Anil Kumar Madamala ,  Maxim Naboka ,  Srinivas SatyaSai Sunkara ,  Lewis Savio Landry Santos ,  Murali B. Subbarao

IPC: G06F40/30 ,  G06F40/35 ,  G06F40/295

Abstract: An agent automation system includes a memory configured to store a reasoning agent/behavior engine (RA/BE) including a first persona and a current context and a processor configured to execute instructions of the RA/BE to cause the first persona to perform actions comprising: receiving intents/entities of a first user utterance; recognizing a context overlay cue in the intents/entities of the first user utterance, wherein the context overlay cue defines a time period; updating the current context of the RA/BE by overlaying context information from at least one stored episode associated with the time period; and performing at least one action based on the intents/entities of the first user utterance and the current context of the RA/BE.

公开(公告)号：US11087090B2

公开(公告)日：2021-08-10

申请号：US16239147

申请日：2019-01-03

Applicant: ServiceNow, Inc.

Inventor： Edwin Sapugay ,  Anil Kumar Madamala ,  Maxim Naboka ,  Srinivas SatyaSai Sunkara ,  Lewis Savio Landry Santos ,  Murali B. Subbarao

IPC: G06F40/30 ,  G06F40/35 ,  G10L15/22 ,  G06F40/295 ,  G10L15/26

Abstract: An agent automation system includes a memory configured to store a reasoning agent/behavior engine (RA/BE) including a first persona and a current context and a processor configured to execute instructions of the RA/BE to cause the first persona to perform actions comprising: receiving intents/entities of a first user utterance; recognizing a context overlay cue in the intents/entities of the first user utterance, wherein the context overlay cue defines a time period; updating the current context of the RA/BE by overlaying context information from at least one stored episode associated with the time period; and performing at least one action based on the intents/entities of the first user utterance and the current context of the RA/BE.

公开(公告)号：US10956683B2

公开(公告)日：2021-03-23

申请号：US16356815

申请日：2019-03-18

Applicant: ServiceNow, Inc.

Inventor： Edwin Sapugay ,  Anil Kumar Madamala ,  Maxim Naboka ,  Srinivas SatyaSai Sunkara ,  Lewis Savio Landry Santos ,  Murali B. Subbarao

IPC: G06F40/30 ,  G06N20/00 ,  G10L15/19 ,  G10L15/22 ,  G06N5/02 ,  G06F40/205 ,  G06F40/211 ,  G10L15/18 ,  G10L15/16

Abstract: An agent automation system implements a virtual agent that is capable of learning new words, or new meanings for known words, based on exchanges between the virtual agent and a user in order to customize the vocabulary of the virtual agent to the needs of the user or users. The agent automation framework has access to a corpus of previous exchanges between the virtual agent and the user, such as one or more chat logs. New words and/or new meanings for known words are identified within the corpus and new word vectors are generated for these new words and/or new meanings for known words and added to refine a word vector distribution model. The refined word vector distribution model is then utilized by the agent automation system to interact with the user.

公开(公告)号：US10970487B2

公开(公告)日：2021-04-06

申请号：US16239218

申请日：2019-01-03

Applicant: ServiceNow, Inc.

Inventor： Edwin Sapugay ,  Anil Kumar Madamala ,  Maxim Naboka ,  Srinivas SatyaSai Sunkara ,  Lewis Savio Landry Santos ,  Murali B. Subbarao

IPC: G06F40/30 ,  G06N20/00 ,  G10L15/19 ,  G10L15/22 ,  G06N5/02 ,  G06F40/205 ,  G06F40/211 ,  G10L15/18 ,  G10L15/16

Abstract: An agent automation system includes a memory configured to store a natural language understanding (NLU) framework and a model, wherein the model includes at least one original meaning representation. The system includes a processor configured to execute instructions of the NLU framework to cause the agent automation system to perform actions including: performing rule-based generalization of the model to generate at least one generalized meaning representation of the model from the at least one original meaning representation of the model; performing rule-based refinement of the model to prune or modify the at least one generalized meaning representation of the model, or the at least one original meaning representation of the model, or a combination thereof; and after performing the rule-based generalization and the rule-based refinement of the model, using the model to extract intents/entities from a received user utterance.

公开(公告)号：US10740566B2

公开(公告)日：2020-08-11

申请号：US16179681

申请日：2018-11-02

Applicant: ServiceNow, Inc.

Inventor： Edwin Sapugay ,  Anil Kumar Madamala ,  Maxim Naboka ,  Srinivas SatyaSai Sunkara ,  Lewis Savio Landry Santos ,  Murali B. Subbarao

IPC: G06F40/30 ,  G06F16/28 ,  G06F16/2458 ,  G06N5/04 ,  G06F40/247 ,  G06F40/295 ,  G06N20/00

Abstract: An agent automation system includes a memory configured to store a corpus of utterances and a semantic mining framework and a processor configured to execute instructions of the semantic mining framework to cause the agent automation system to perform actions, wherein the actions include: detecting intents within the corpus of utterances; producing intent vectors for the intents within the corpus; calculating distances between the intent vectors; generating meaning clusters of intent vectors based on the distances; detecting stable ranges of cluster radius values for the meaning clusters; and generating an intent/entity model from the meaning clusters and the stable ranges of cluster radius values, wherein the agent automation system is configured to use the intent/entity model to classify intents in received natural language requests.

公开(公告)号：US10713441B2

公开(公告)日：2020-07-14

申请号：US16238324

申请日：2019-01-02

Applicant: ServiceNow, Inc.

Inventor： Edwin Sapugay ,  Anil Kumar Madamala ,  Maxim Naboka ,  Srinivas SatyaSai Sunkara ,  Lewis Savio Landry Santos ,  Murali B. Subbarao

IPC: G06F40/30 ,  G06N20/00 ,  G10L15/19 ,  G10L15/22 ,  G06N5/02 ,  G06F40/205 ,  G06F40/211 ,  G10L15/18 ,  G10L15/16

Abstract: An agent automation system includes a memory configured to store a natural language understanding (NLU) framework and a processor configured to execute instructions of the NLU framework to cause the agent automation system to perform actions. These actions comprise: generating an annotated utterance tree of an utterance using a combination of rules-based and machine-learning (ML)-based components, wherein a structure of the annotated utterance tree represents a syntactic structure of the utterance, and wherein nodes of the annotated utterance tree include word vectors that represent semantic meanings of words of the utterance; and using the annotated utterance tree as a basis for intent/entity extraction of the utterance.