US 12,067,631 B2
Systems, media, and methods for automated response to queries made by interactive electronic chat
Andrew Thomas Busey, Austin, TX (US); Anthony Dan Chen, Austin, TX (US); Isao Uchida Jonas, Austin, TX (US); Douglas James Daniels, Jr., Austin, TX (US); and Benjamin Edward Lamm, Dallas, TX (US)
Assigned to LIVEPERSON, INC., New York, NY (US)
Filed by LIVEPERSON, INC., New York, NY (US)
Filed on Jun. 7, 2023, as Appl. No. 18/206,714.
Application 18/206,714 is a continuation of application No. 15/691,626, filed on Aug. 30, 2017, granted, now 11,710,194.
Application 15/691,626 is a continuation of application No. 15/582,209, filed on Apr. 28, 2017, granted, now 9,785,715, issued on Oct. 10, 2017.
Claims priority of provisional application 62/329,582, filed on Apr. 29, 2016.
Prior Publication US 2024/0046374 A1, Feb. 8, 2024
This patent is subject to a terminal disclaimer.
Int. Cl. G06Q 50/00 (2024.01); G06N 5/01 (2023.01); G06N 5/02 (2023.01); G06N 20/00 (2019.01)
CPC G06Q 50/01 (2013.01) [G06N 5/01 (2023.01); G06N 5/02 (2013.01); G06N 20/00 (2019.01)] 20 Claims
OG exemplary drawing
 
1. A computer-implemented method comprising:
detecting input to an enterprise system, wherein the input is associated with a communication corresponding to a first device;
identifying a query in the input using a query-detection machine-learning model and the input;
identifying a status of a user of the first device based on the input;
executing a resolution machine-learning model using the query, wherein the resolution machine-learning model identifies one or more responses that are likely to resolve the query;
selecting a particular response from the one or more responses based on the status of the user; and
automatically transmitting the particular response as a response to the query.