US 11,790,180 B2
Omnichannel data communications system using artificial intelligence (AI) based machine learning and predictive analysis
Andrew Mark Ayers, Northampton (GB); Giles Bryan, McLean, VA (US); and Mark Kingsley Smith, Bedford (GB)
Assigned to CONTACTENGINE LIMITED, Hertford (GB)
Filed by ContactEngine Limited, Hertford (GB)
Filed on Oct. 25, 2021, as Appl. No. 17/510,295.
Application 17/510,295 is a continuation of application No. 16/581,124, filed on Sep. 24, 2019, granted, now 11,157,706.
Application 16/581,124 is a continuation of application No. 16/355,375, filed on Mar. 15, 2019, granted, now 11,017,176, issued on May 25, 2021.
Prior Publication US 2022/0043983 A1, Feb. 10, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. G06F 40/205 (2020.01); G06F 40/30 (2020.01); G06N 20/00 (2019.01); H04L 51/02 (2022.01); G06N 3/04 (2023.01); G06F 40/263 (2020.01)
CPC G06F 40/30 (2020.01) [G06F 40/205 (2020.01); G06F 40/263 (2020.01); G06N 3/04 (2013.01); G06N 20/00 (2019.01); H04L 51/02 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method for omnichannel communications, which comprises:
receiving communication data, via a data access interface, from a user via a first communication channel over a network, wherein the communication data comprises a query in the first communication channel;
providing an objective-driven conversation with the user via a second communication channel, wherein the objective-driven conversation is provided to the user via a user device by:
parsing the communication data from the user;
determining user intent from the parsed communication data, wherein the user intent comprises a request for an interaction related to a good or a service by the user based on the query;
determining an objective for the user based on at least one of the determined user intent or one or more changes in a state or a pattern of the parsed communication data, wherein the objective is associated with providing an assistance for the interaction with the good or the service;
activating the objective for the user based on at least one of the determined user intent or the one or more changes in the state or the pattern of the parsed communication data;
receiving a user query from the user;
generating a response to the user query based on the objective;
coordinating an action for the good or the service to the user with the response, wherein the action provides the assistance when meeting the objective; and
transmitting, via an output interface over the network, the response with the action to the user at the user device in the second communication channel independent of the query in the first communication channel.