US 11,983,746 B2
User interface and process flow for providing an intent suggestion to a user in a text-based conversational experience with user feedback
Amit Choudhary, Pune (IN); Swaroop Chitlur Haridas, Dublin, CA (US); Christian Leipski, Boulder Creek, CA (US); Yashkumar Gandhi, Pune (IN); and Shyam Hirachand Shinde, Pune (IN)
Assigned to Helpshift, Inc., San Francisco, CA (US)
Filed by Helpshift, Inc., San Francisco, CA (US)
Filed on Jan. 20, 2021, as Appl. No. 17/153,228.
Claims priority of provisional application 62/964,548, filed on Jan. 22, 2020.
Claims priority of provisional application 62/964,539, filed on Jan. 22, 2020.
Prior Publication US 2021/0224818 A1, Jul. 22, 2021
Int. Cl. G06Q 30/00 (2023.01); G06F 3/0482 (2013.01); G06F 16/332 (2019.01); G06F 16/35 (2019.01); G06F 18/2415 (2023.01); G06F 40/284 (2020.01); G06F 40/44 (2020.01); G06N 5/04 (2023.01); G06N 20/00 (2019.01); G06Q 30/012 (2023.01); G06Q 30/016 (2023.01); G06Q 30/02 (2023.01); G06Q 30/0601 (2023.01); G06F 40/289 (2020.01); G06F 40/30 (2020.01); G06Q 10/10 (2023.01)
CPC G06Q 30/0281 (2013.01) [G06F 3/0482 (2013.01); G06F 16/3329 (2019.01); G06F 16/355 (2019.01); G06F 18/24155 (2023.01); G06F 40/284 (2020.01); G06F 40/44 (2020.01); G06N 5/04 (2013.01); G06N 20/00 (2019.01); G06Q 30/012 (2013.01); G06Q 30/016 (2013.01); G06Q 30/0613 (2013.01); G06F 40/289 (2020.01); G06F 40/30 (2020.01); G06Q 10/10 (2013.01)] 19 Claims
OG exemplary drawing
 
1. A computer-implemented method for providing a customer with assistance, comprising:
generating a display of a set of customer assistance categories on a device;
enabling a user of the device to select one of the set of categories;
enabling the user to enter text into an element of a user interface display on the device;
providing the entered text as an input to a trained model on the device, the trained model configured to determine a category in the set of categories that corresponds to the entered text;
enabling a user to confirm either their selection of one of the set of categories or the category determined by the trained model as their desired type of assistance; and
if the user confirms either their selection of one of the set of categories or the category determined by the trained model as their desired type of assistance, then providing a message from the user to a person or a bot, launching an application, or directing the user to a webpage to provide the user with assistance, wherein the person, bot, application, or webpage are associated with the category selected by the customer, the category determined by the trained model, or a label provided by a curator.