US 12,219,034 B2
Dynamic endpoint communication channels
Jeff Salter, Marietta, GA (US); and Robert LoCascio, New York, NY (US)
Assigned to LIVEPERSON, INC., New York, NY (US)
Filed by LIVEPERSON, INC., New York, NY (US)
Filed on Oct. 26, 2021, as Appl. No. 17/510,556.
Application 17/510,556 is a continuation of application No. 16/601,863, filed on Oct. 15, 2019, granted, now 11,190,616.
Claims priority of provisional application 62/745,552, filed on Oct. 15, 2018.
Prior Publication US 2022/0182462 A1, Jun. 9, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. G06F 15/16 (2006.01); H04L 67/141 (2022.01); H04L 67/51 (2022.01); H04L 67/63 (2022.01); H04M 3/493 (2006.01)
CPC H04L 67/63 (2022.05) [H04L 67/141 (2013.01); H04L 67/51 (2022.05); H04M 3/4931 (2013.01); H04M 3/4936 (2013.01)] 30 Claims
OG exemplary drawing
 
11. A system comprising:
a communication interface that communications over a communication network, wherein the communication interface receives a plurality of natural language communications associated with a message interface of a user device in a communication session that includes a connection management system; and
a processor that executes instructions stored in memory, wherein the processor executes the instructions to:
interpret a plurality of intents of the natural language communications using natural language processing, wherein the natural language communications correspond to conversational human language that does not require conformance to a rigid protocol corresponding to at least one of wake words, key words, specified phrases, or explicitly named services;
identify a plurality of different endpoints that correspond to the interpreted intents;
add the identified endpoints to the communication session, wherein different conversations are initiated and concurrently conducted with the different endpoints; and
route a subset of the natural language communications associated with an intent to one of the endpoints, wherein a different subset of the natural language communications associated with a different intent is routed to a different endpoint.