US 12,348,464 B2
Service assistance and integration
Yehoshua Zvi Licht, Alpharetta, GA (US); and Joseph Arnold White, Encinitas, CA (US)
Assigned to NCR Voyix Corporation, Atlanta, GA (US)
Filed by NCR Voyix Corporation, Atlanta, GA (US)
Filed on Aug. 27, 2021, as Appl. No. 17/458,851.
Application 17/458,851 is a continuation of application No. 15/443,442, filed on Feb. 27, 2017, granted, now 11,171,892.
Prior Publication US 2021/0392095 A1, Dec. 16, 2021
Int. Cl. H04L 51/02 (2022.01); H04L 51/04 (2022.01)
CPC H04L 51/02 (2013.01) [H04L 51/04 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method, comprising:
providing a configuration interface to an enterprise;
receiving a service selection for a backend service provided by the enterprise through the configuration interface;
linking an Application Programming Interface (API) to the backend service, wherein the API is a pre-existing API used by the enterprise with the backend service;
obtaining transactional, customer, and metric data from the backend service using the API;
receiving a messaging platform identifier for a messaging platform and receiving an account associated with the enterprise with the messaging platform;
configuring an automated bot to monitor the account of the enterprise on the messaging platform to provide the service on behalf of the enterprise;
deploying the automated bot on the messaging platform to engage customers in messaging chat sessions and provide the service by translating customer interactions into API calls sent to the backend service through the API and processed by the backend service;
wherein the automated bot uses an existing API of the messaging platform to interact during the chat sessions and the automated bot appears as a real participant of the messaging platform;
wherein the automated bot determines intentions of the customers during the messaging chat sessions based on speech of the customers, images of gestures taken by the customers, and written text provided by the customers;
wherein the automated bot is configured to perform a variety of pre-configured automated actions within the messaging platform and outside the messaging platform;
wherein the automated bot processes as a front-end interface to provide the service of the backend service over the messaging platform.