US 11,735,157 B2
Systems and methods for providing automated natural language dialogue with customers
Gregory W. Zoller, Coppell, TX (US); Scott Karp, Leesburg, VA (US); Sujay Eliphaz Jacob, Ashburn, VA (US); Erik Mueller, Chevy Chase, MD (US); Stephanie Hay, Falls Church, VA (US); and Adam Roy Paynter, Plano, TX (US)
Assigned to CAPITAL ONE SERVICES, LLC, McLean, VA (US)
Filed by Capital One Services, LLC, McLean, VA (US)
Filed on Apr. 30, 2021, as Appl. No. 17/245,109.
Application 17/245,109 is a continuation of application No. 16/807,192, filed on Mar. 3, 2020, granted, now 11,004,440.
Application 16/807,192 is a continuation of application No. 16/427,965, filed on May 31, 2019, granted, now 10,614,793, issued on Apr. 7, 2020.
Application 16/427,965 is a continuation of application No. 15/665,960, filed on Aug. 1, 2017, granted, now 10,332,505, issued on Jun. 25, 2019.
Claims priority of provisional application 62/469,193, filed on Mar. 9, 2017.
Prior Publication US 2021/0248993 A1, Aug. 12, 2021
This patent is subject to a terminal disclaimer.
Int. Cl. G10L 13/027 (2013.01); G06Q 50/00 (2012.01); G06Q 30/016 (2023.01); G06N 5/046 (2023.01); H04L 51/02 (2022.01); G06N 20/00 (2019.01); G06F 9/54 (2006.01); G06F 40/35 (2020.01); G06F 40/284 (2020.01); G10L 13/00 (2006.01); G10L 15/26 (2006.01); G10L 15/22 (2006.01)
CPC G10L 13/027 (2013.01) [G06F 9/542 (2013.01); G06F 40/284 (2020.01); G06F 40/35 (2020.01); G06N 5/046 (2013.01); G06N 20/00 (2019.01); G06Q 30/016 (2013.01); G06Q 50/01 (2013.01); G10L 13/00 (2013.01); G10L 15/26 (2013.01); H04L 51/02 (2013.01); G10L 15/22 (2013.01); G10L 2015/223 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system for automating natural language dialogue with a customer, comprising:
one or more processors; and
memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:
responsive to receiving an incoming customer dialogue message via an automated dialogue interaction channel, generate an event to be placed in an event queue, the event queue being monitored by a dialogue management device;
responsive to processing the event and based on data indicative of a customer context, the data derived from customer interaction history information, generate, by the dialogue management device, a command to a natural language processing device to determine a meaning of the incoming customer dialogue message based on the customer context;
responsive to an execution of the command by the natural language processing device, retrieving customer data; and
responsive to processing the customer data, generate, by the dialogue management device and based on the customer context, a response dialogue message based at least in part on retrieved customer data as processed by the dialog management device.