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Contextual communication and service interface

專利號
US11176331B2
公開日期
2021-11-16
申請人
ServiceNow, Inc.(US CA Santa Clara)
發(fā)明人
Troy Azmoon
IPC分類
G06F40/35; H04M3/51; G06Q30/00; G06F3/0481; G06Q10/10; H04L12/24; G06Q10/00; G06F40/186; G06F3/0482; G06N20/00; G06F3/0486
技術(shù)領(lǐng)域
assistance,incident,user,may,message,in,agent,or,messages,suggested
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.

說明書

In some embodiments, one or more instances of computing device 100 may be deployed to support an aPaaS architecture. The exact physical location, connectivity, and configuration of these computing devices may be unknown and/or unimportant to client devices. Accordingly, the computing devices may be referred to as “cloud-based” devices that may be housed at various remote data center locations.

FIG. 2 depicts a cloud-based server cluster 200 in accordance with example embodiments. In FIG. 2, operations of a computing device (e.g., computing device 100) may be distributed between server devices 202, data storage 204, and routers 206, all of which may be connected by local cluster network 208. The number of server devices 202, data storages 204, and routers 206 in server cluster 200 may depend on the computing task(s) and/or applications assigned to server cluster 200.

For example, server devices 202 can be configured to perform various computing tasks of computing device 100. Thus, computing tasks can be distributed among one or more of server devices 202. To the extent that these computing tasks can be performed in parallel, such a distribution of tasks may reduce the total time to complete these tasks and return a result. For purpose of simplicity, both server cluster 200 and individual server devices 202 may be referred to as a “server device.” This nomenclature should be understood to imply that one or more distinct server devices, data storage devices, and cluster routers may be involved in server device operations.

權(quán)利要求

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