	US 12,333,255 B2
	Dynamic text message processing implementing endpoint communication channel selection
Anthony Chen, Austin, TX (US)
Assigned to LIVEPERSON, INC., New York, NY (US)
Filed by LIVEPERSON, INC., New York, NY (US)
Filed on Mar. 6, 2023, as Appl. No. 18/117,562.
Application 18/117,562 is a continuation of application No. 16/795,453, filed on Feb. 19, 2020, granted, now 11,620,452.
Claims priority of provisional application 62/809,136, filed on Feb. 22, 2019.
Prior Publication US 2023/0325600 A1, Oct. 12, 2023
Int. Cl. G06F 40/35 (2020.01); G06F 16/2452 (2019.01); G06F 40/279 (2020.01); G06F 40/30 (2020.01); H04L 51/046 (2022.01); H04L 51/226 (2022.01); G06N 20/00 (2019.01)

CPC G06F 40/30 (2020.01) [G06F 16/24522 (2019.01); G06F 40/279 (2020.01); G06N 20/00 (2019.01)]

54 Claims

1. A computer-implemented method comprising:

receiving one or more messages using a chat interface of a user device;

weighting one or more variables associated with the one or more messages based on analysis of natural language in the one or more messages;

identifying an endpoint system associated with an intent of a subset of the one or more messages based on the weighted variables, wherein the endpoint system corresponds to a service;

formulating the identified intent into a command by translating at least part of the natural language of the subset of messages into a structured format used to communicate with the endpoint system;

identifying that a connection score for the endpoint system meets one of a plurality of different channel thresholds; and

establishing a communication channel for transmitting the formulated command to the endpoint system over a communication network based on the identified channel threshold met by the connection score, wherein the formulated command is used to facilitate a session during which the endpoint system provides the service to the user device over the communication channel, and wherein a continuousness of the communication channel is based on the identified channel threshold.