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Contextual communication and service interface

專利號(hào)
US11176331B2
公開(kāi)日期
2021-11-16
申請(qǐng)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(shuō)明書(shū)

Once the final set of suggested messages 608 are provided for display, the user assistance system may receive input from the agent indicative of a selection of one of the suggested messages. In response to receiving the input, the user assistance system may add the selected suggested message to the conversation and display the selected suggested message in the location of the dialog region where the conversation appears. Alternatively, the agent may enter a different message into the dialog region.

In some embodiments, operations relating to the scoring 606 described above may additionally or alternatively be performed with respect to the predetermined message templates. For example, if the user assistance system determines, based on one or more of the factors discussed above, that the predetermined message template has a score that is lower than a predefined threshold, the user assistance system might responsively decide not to use the predetermined message template to generate a candidate message. The user assistance system could take other responsive actions as well, such as storing an indication (e.g., a flag) that the predetermined message template has a threshold low score.

FIG. 7A illustrates an example window 700 that a computational instance of remote network management platform 320 (e.g., computational instance 322) may provide for display on a GUI. As shown, window 700 includes a dialog region 702, an incident record region 704 to the right of the dialog region 702, and a suggestion region 706 below both the dialog region 702 and the incident record region 704.

權(quán)利要求

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