US 12,190,066 B2
Integrated secondary virtual agents
Gaurav Goyal, San Jose, CA (US); Shipra Gupta, Sunnyvale, CA (US); Ashita Narayan, Hyderabad (IN); and Kakarla V V D L Narayana, Hyderabad (IN)
Assigned to ServiceNow, Inc., Santa Clara, CA (US)
Filed by ServiceNow, Inc., Santa Clara, CA (US)
Filed on Feb. 1, 2022, as Appl. No. 17/590,625.
Prior Publication US 2023/0244877 A1, Aug. 3, 2023
Int. Cl. H04L 51/02 (2022.01); G06F 3/0481 (2022.01); G06F 3/0484 (2022.01); G06F 40/103 (2020.01); G06F 40/279 (2020.01); G06F 40/35 (2020.01)
CPC G06F 40/35 (2020.01) [G06F 3/0481 (2013.01); G06F 3/0484 (2013.01); G06F 40/103 (2020.01); G06F 40/279 (2020.01); H04L 51/02 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method, comprising:
receiving a chat message from a user to a primary virtual agent service;
identifying a conversation topic among a plurality of configured conversation topics including by determining an intent of the user based on the chat message and evaluating the intent with respect to each of the plurality of configured conversation topics;
based on the identified conversation topic, automatically selecting a secondary virtual agent service to handle the chat message, wherein the secondary virtual agent service is selected from a plurality of candidate secondary virtual agent services that includes at least one virtual agent service provided by a third-party entity external to an entity providing the primary virtual agent service;
using one or more processors to transform the chat message from a first format of the primary virtual agent service to a second format of the selected secondary virtual agent service; and
forwarding the chat message in the second format to the selected secondary virtual agent service.
 
11. A system, comprising:
one or more processors; and
a memory coupled to the one or more processors, wherein the memory is configured to provide the one or more processors with instructions which when executed cause the one or more processors to:
receive a chat message from a user to a primary virtual agent service;
identify a conversation topic among a plurality of configured conversation topics including by determining an intent of the user based on the chat message and evaluating the intent with respect to each of the plurality of configured conversation topics;
based on the identified conversation topic, automatically select a secondary virtual agent service to handle the chat message, wherein the secondary virtual agent service is selected from a plurality of candidate secondary virtual agent services that includes at least one virtual agent service provided by a third-party entity external to an entity providing the primary virtual agent service;
transform the chat message from a first format of the primary virtual agent service to a second format of the selected secondary virtual agent service; and
forward the chat message in the second format to the selected secondary virtual agent service.
 
20. A computer program product, the computer program product being embodied in a non-transitory computer readable storage medium and comprising computer instructions for:
receiving a chat message from a user to a primary virtual agent service;
identifying a conversation topic among a plurality of configured conversation topics including by determining an intent of the user based on the chat message and evaluating the intent with respect to each of the plurality of configured conversation topics;
based on the identified conversation topic, automatically selecting a secondary virtual agent service to handle the chat message, wherein the secondary virtual agent service is selected from a plurality of candidate secondary virtual agent services that includes at least one virtual agent service provided by a third-party entity external to an entity providing the primary virtual agent service;
transforming the chat message from a first format of the primary virtual agent service to a second format of the selected secondary virtual agent service; and
forwarding the chat message in the second format to the selected secondary virtual agent service.