US 11,836,456 B2
Machine translation of chat sessions
Samantha Santo, San Diego, CA (US); Jebakumar Mathuram Santhosam Swvigaradoss, Hyderabad (IN); Ankit Goel, Hyderabad (IN); Prashant Pandey, Hyderabad (IN); John Botica, San Diego, CA (US); Rajesh Voleti, Hyderabad (IN); Laxmi Prasanna Mustala, Karimnagar (IN); Rishabh Verma, Hyderabad (IN); and Satya Sarika Sunkara, Hyderabad (IN)
Assigned to ServiceNow, Inc., Santa Clara, CA (US)
Filed by ServiceNow, Inc., Santa Clara, CA (US)
Filed on Dec. 19, 2022, as Appl. No. 18/083,717.
Application 18/083,717 is a continuation of application No. 17/153,144, filed on Jan. 20, 2021, granted, now 11,580,312.
Application 17/153,144 is a continuation in part of application No. 16/820,473, filed on Mar. 16, 2020, granted, now 11,385,916, issued on Jul. 12, 2022.
Prior Publication US 2023/0122341 A1, Apr. 20, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. G06F 40/58 (2020.01); G06F 40/103 (2020.01); G06F 3/0482 (2013.01); G06F 16/33 (2019.01); G06F 16/335 (2019.01)
CPC G06F 40/58 (2020.01) [G06F 3/0482 (2013.01); G06F 16/335 (2019.01); G06F 16/3337 (2019.01); G06F 40/103 (2020.01)] 20 Claims
OG exemplary drawing
 
1. A method comprising:
conducting, by a computing system, a chat session between a human user and a virtual agent, wherein the chat session is conducted in a first language;
determining, by the computing system, that the human user or the virtual agent has initiated a hand off of the chat session from the virtual agent to a human agent;
in response to determining that the human user or the virtual agent has initiated the hand off of the chat session, translating, by the computing system, a transcript of the chat session from the first language to a second language, wherein the second language is associated with the human agent; and
providing, by the computing system, the transcript of the chat session in the second language to the human agent.