US 12,206,630 B2
Virtual-assistant-based resolution of user inquiries via failure-triggered document presentation
Anh Truong, Champaign, IL (US); and Austin Walters, Savoy, IL (US)
Assigned to Capital One Services, LLC, McLean, VA (US)
Filed by Capital One Services, LLC, McLean, VA (US)
Filed on Jul. 5, 2023, as Appl. No. 18/347,367.
Application 18/347,367 is a continuation of application No. 17/849,902, filed on Jun. 27, 2022, granted, now 11,743,212.
Application 17/849,902 is a continuation of application No. 17/118,478, filed on Dec. 10, 2020, granted, now 11,405,338, issued on Aug. 2, 2022.
Prior Publication US 2023/0362112 A1, Nov. 9, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. H04L 51/02 (2022.01); G06F 3/16 (2006.01); G06F 40/30 (2020.01); G06N 3/02 (2006.01); H04L 51/046 (2022.01)
CPC H04L 51/02 (2013.01) [G06F 3/167 (2013.01); G06F 40/30 (2020.01); G06N 3/02 (2013.01); H04L 51/046 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system for facilitating a virtual-assistant-based resolution of user inquiries via negative-feedback-triggered document presentation, the system comprising:
one or more processors and computer program instructions that, when executed by the one or more processors, cause operations comprising:
determining a predicted intent of a user based on a first user input of the user obtained via a user interface;
generating, via the user interface, a first response related to the first user input based on the predicted intent; and
in response to detecting negative feedback related to the first response in connection with one or more second user inputs following the first response, presenting, via the user interface, one or more document portions that are obtained from a pre-stored document associated with the user and that support the first response with which the negative feedback is related, despite the negative feedback being related to a response derived from the predicted intent, and despite the first response being a correct response for the first user input.