US 11,941,420 B2
Facilitating user device and/or agent device actions during a communication session
Robin Dua, San Francisco, CA (US); Andrew Tomkins, Menlo Park, CA (US); and Sujith Ravi, Santa Clara, CA (US)
Assigned to GOOGLE LLC, Mountain View, CA (US)
Filed by Google LLC, Mountain View, CA (US)
Filed on Mar. 4, 2022, as Appl. No. 17/687,316.
Application 17/687,316 is a continuation of application No. 16/621,769, granted, now 11,269,666, previously published as PCT/US2018/047474, filed on Aug. 22, 2018.
Claims priority of provisional application 62/548,928, filed on Aug. 22, 2017.
Prior Publication US 2022/0188133 A1, Jun. 16, 2022
Int. Cl. G06F 9/451 (2018.01); G06F 3/0481 (2022.01); G06F 40/20 (2020.01); G06F 40/30 (2020.01); G06N 20/00 (2019.01); H04L 67/60 (2022.01)
CPC G06F 9/453 (2018.02) [G06F 3/0481 (2013.01); G06F 40/20 (2020.01); G06F 40/30 (2020.01); G06N 20/00 (2019.01); H04L 67/60 (2022.05)] 19 Claims
OG exemplary drawing
 
1. A method implemented by one or more processors, the method comprising:
receiving one or more instances of natural language input during a communication session that includes a user computing device and an interactive communications system implemented by one or more of the processors, the instances of the natural language input including free-form input formulated by a user of the user computing device via a user interface input device of the user computing device;
generating a confidence score for a current intent of the communication session, wherein generating the confidence score is based on processing the natural language input using one or more intent models, the one or more intent models each being a corresponding trained machine learning model;
selecting the current intent based on the confidence score;
determining an action for the selected current intent;
resolving an agent for the action;
determining whether one or more criteria are satisfied for transmitting, to the user computing device, an action performance element that is based on the action;
in response to determining that the one or more criteria are satisfied:
transmitting, to the user computing device without first prompting any agent computing device of the agent, the action performance element that is based on the action; and
in response to determining that the one or more criteria are not satisfied:
transmitting, to an agent computing device of the agent, a prompt related to the action, wherein the agent computing device is distinct from the user computing device, and
then transmitting the action performance element to the user computing device only if affirmative input is received from the agent computing device in response to transmitting the prompt.