Contextual communication and service interface
摘要
說明書
As noted above, the user assistance system may incorporate the identified components of the incident record 600 into the predetermined message templates 602 to determine a plurality of candidate messages. For example, the user assistance system may identify in the incident record components including “Agent X” as an agent identifier, “User Y” as a user identifier, and “I cannot open my email application. Please help immediately.” as an incident description. The user assistance system may then incorporate the components into the example template described above, resulting in the following candidate message: “Hello, User Y, my name is Agent X, and I see that you are having trouble opening your email application,” where User Y may be a user identifier component, Agent X may be an agent identifier component, and information such as “having trouble opening your email application” may be a component identified and derived from the incident description. Other examples are possible as well. Furthermore, the user assistance system may employ any of a variety of natural language generation techniques to incorporate the components into the predetermined message templates 602.
In some embodiments, the user assistance system may have access to a list of predetermined candidate messages. A predetermined candidate message of the list may include no components, such as a generic message for responding to the user in which information from the incident record might not be necessary (e.g., “One moment please, I am checking the incident record.”). Additionally or alternatively, a predetermined candidate message of the list may include identified components.
