US Patent Application 18347367. VIRTUAL-ASSISTANT-BASED RESOLUTION OF USER INQUIRIES VIA FAILURE-TRIGGERED DOCUMENT PRESENTATION simplified abstract

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VIRTUAL-ASSISTANT-BASED RESOLUTION OF USER INQUIRIES VIA FAILURE-TRIGGERED DOCUMENT PRESENTATION

Organization Name

Capital One Services, LLC


Inventor(s)

Anh Truong of Champaign IL (US)

Austin Walters of Savoy IL (US)

VIRTUAL-ASSISTANT-BASED RESOLUTION OF USER INQUIRIES VIA FAILURE-TRIGGERED DOCUMENT PRESENTATION - A simplified explanation of the abstract

This abstract first appeared for US patent application 18347367 titled 'VIRTUAL-ASSISTANT-BASED RESOLUTION OF USER INQUIRIES VIA FAILURE-TRIGGERED DOCUMENT PRESENTATION

Simplified Explanation

This patent application describes a system for resolving user inquiries using documents. Here are the key points:

  • The system predicts the intent of a user based on their chat activity.
  • It provides a response to the user inquiry based on the predicted intent.
  • If the user indicates that the response did not resolve their inquiry, the system obtains a document related to the predicted intent.
  • The document is presented to the user through the chat interface to confirm its relevance to their inquiry.


Original Abstract Submitted

In certain embodiments, document-based resolution of user inquiries may be facilitated. A predicted intent of the user is determined based on chat activity information associated with the user. A response to a user inquiry may be provided to the user via a chat interface based on the predicted intent. User response may be obtained for the response, which may indicate a failure in providing a resolution to the user (e.g., regarding a user inquiry). Upon detecting a failure in providing the resolution, a document associated with the user and matching the predicted intent may be obtained and presented to via the chat interface. The document may have content related to the predicted intent. The document may be presented as a response to the user response to seek a confirmation from the user regarding its relevance to the user inquiry.

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