Contextual communication and service interface
地域：
CA
CA Santa Clara
摘要
An example embodiment may involve obtaining an incident record relating to a user. The embodiment may also involve generating and providing, for display on a graphical user interface, a single window including a dialog region, an incident record region, and a suggestion region. The embodiment may also involve determining candidate messages by incorporating components of the incident record into predetermined message templates. The embodiment may also involve determining a scoring for the candidate messages based on a relevance to a conversation between the user and an agent. The embodiment may also involve based on the scoring, selecting one or more of the candidate messages to include in a set of suggested messages displayed in the suggestion region. The embodiment may also involve receiving input from the agent selecting one of the suggested messages, and then responsively displaying the selected suggested message as part of the conversation in the dialog region.
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This application is a continuation of U.S. patent application Ser. No. 15/879,259, entitled “CONTEXTUAL COMMUNICATION AND SERVICE INTERFACE,” filed Jan. 24, 2018, which is herein incorporated by reference in its entirety for all purposes.
Enterprise software systems may be used to implement operational processes for an enterprise, and may typically take the form of software applications. Such applications may include a desktop or web-based application developed for usage by internal users (e.g., employees of the enterprise), as well as for external users such as customers that engage in transactions with the enterprise. One such application may enable an agent, such as a customer service agent or information technology agent, to engage in a conversation with an internal or external user in an attempt to resolve an issue, or “incident,” for the user. This application might provide the agent with a complex interface or other mechanisms that may impede the agent's ability to meet the user's needs and resolve the incident.
For example, the interface may require the agent to open multiple graphical user interface (GUI) windows, such as one window that enables the agent to converse with the user, and another, separate window that enables the agent to view a record associated with the current incident. As another example, the record may be lengthy and/or may contain complex information, and thus the agent might spend an undesirable amount of time looking up relevant information in the record. Further, the application may cause the agent to spend an undesirable amount of time inputting lengthy portions of information and/or repeatedly copy/pasting information from one window to another.
權(quán)利要求
What is claimed is:1. A non-transitory machine-readable medium comprising instructions executable by a processor, wherein the instructions comprise instructions to:generate a graphical user interface (GUI) to be displayed on an electronic display, wherein the GUI comprises:an incident record associated with a client; and a dialog conversation with the client; determine a plurality of candidate messages based at least in part on one or more message templates; determine a confidence scoring for the each of the plurality of candidate messages based at least in part on messages of the dialog conversation and feedback from one or more previous conversations associated with the client; select, based on the confidence scoring, one or more of the plurality of candidate messages to include in a set of one or more selectable messages; incorporate the set of one or more selectable messages into the GUI; receive, via the GUI, a selection of a message from the set of one or more selectable messages; and incorporate the selected message into the dialog conversation. 2. The non-transitory medium of claim 1 , wherein the instructions comprise instructions to incorporate one or more components of the incident record into the one or more message templates to form the plurality of candidate messages, wherein each of the one or more message templates comprise sentence fragments having defined fields in which to incorporate the one or more components. 3. The non-transitory medium of claim 2 , wherein the plurality of candidate messages are determined based at least in part a second selection of the one or more components of the incident record. 4. The non-transitory medium of claim 1 , wherein the instructions comprise instructions to transmit the selected message to a client device associated with the client. 5. The non-transitory medium of claim 1 , wherein determining the confidence scoring for the each of the plurality of candidate messages based at least in part on the messages of the dialog conversation comprises sentiment analysis of the messages, semantics analysis of the messages, or intent analysis of the messages, or any combination thereof. 6. The non-transitory medium of claim 1 , wherein the instructions comprise instructions to:compare the incident record to a previous incident record associated with the client; and in response to determining, via the comparison, that at least one component of the incident record is identical to a corresponding component of the past incident record, determine one or more candidate messages of the plurality of candidate messages based on one or more messages from a past conversation associated with the past incident record. 7. The non-transitory medium of claim 1 , wherein the selection of the message from the set of one or more selectable messages is received from an agent device associated with an agent of a plurality of agents, and wherein the feedback comprises a historical data set of previous inputs received from one or more agents of the plurality of agents. 8. A method comprising:displaying, via a graphical user interface (GUI), a dialog conversation with a client; determining a plurality of candidate messages based at least in part on one or more message templates; determining a confidence scoring for the each of the plurality of candidate messages based at least in part on messages of the dialog conversation and feedback from one or more previous conversations associated with the client; selecting, based on the confidence scoring, one or more of the plurality of candidate messages to include in a set of one or more selectable messages; displaying, via the GUI, the set of one or more selectable messages; receiving, via the GUI, a selection of a message from the set of one or more selectable messages; and providing the selected message with the dialog conversation. 9. The method of claim 8 , wherein determining the plurality of candidate messages comprises incorporating one or more components of a plurality of components associated with an incident record into the one or more message templates. 10. The method of claim 9 , comprising:receiving a modification to the selected message; and in response to the modification, updating a message template of the one or more message templates or generating a new message template. 11. The method of claim 9 , wherein the plurality of components associated with the incident record comprise:an identifier associated with the client; a status indicator of an incident associated with the incident record; a description of the incident; a time of creation of the incident record; previous updates to the status indicator; a priority level of the incident record; or any combination thereof. 12. The method of claim 9 , comprising:analyzing, via natural language processing, one or more of the messages of the dialog conversation; and based at least in part on the analysis, updating components of the incident record based on contextual information derived from the one or more messages. 13. The method of claim 8 , wherein determining the confidence scoring for the each of the plurality of candidate messages based at least in part on the messages of the dialog conversation comprises sentiment analysis of the messages, semantics analysis of the messages, or intent analysis of the messages, or any combination thereof. 14. The method of claim 8 , wherein determining the confidence scoring for the plurality of candidate messages comprises determining an individual confidence scoring for each candidate message of the plurality of candidate messages. 15. The method of claim 8 , comprising transmitting the selected message to a client device associated with the client. 16. The method of claim 8 , wherein determining the confidence scoring for the each of the plurality of candidate messages comprises determining the confidence scoring for the each of the plurality of candidate messages via a machine learning algorithm, wherein the machine learning is trained at least in part with the feedback. 17. The method of claim 8 , wherein the selected one or more candidate messages comprise respective confidence scores greater than a threshold score. 18. A system comprising:one or more processors; and non-transitory memory comprising instructions executable by the one or more processors, wherein the instructions comprise instructions to:generate a graphical user interface (GUI) for display on an electronic display, wherein the GUI comprises one or more selectable messages for submission in a dialog conversation, wherein the dialog conversation is associated with a particular client and an incident record, wherein generating the GUI comprising the one or more selectable messages comprises:determining a plurality of candidate messages based at least in part on one or more message templates; determining a confidence scoring for the each of the plurality of candidate messages based at least in part on messages of the dialog conversation and feedback from one or more previous conversations associated with the particular client; and determining the one or more selectable messages from the plurality of candidate messages based at least in part on the confidence scoring; receive a selection of a message of the one or more selectable messages; and incorporate the message in the dialog conversation with the particular client. 19. The system of claim 18 , wherein determining the plurality of candidate messages comprises incorporating one or more components of a plurality of components associated with the incident record into the one or more message templates, wherein determining the confidence scoring for the each of the plurality of candidate messages based at least in part on the messages of the dialog conversation comprises sentiment analysis of the messages, semantics analysis of the messages, or intent analysis of the messages, or any combination thereof.
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