US 12,423,341 B2
Omnichannel virtual assistant using artificial intelligence
Janki Vora, Lewisville, TX (US); Mathews Thomas, Flower Mound, TX (US); Tassanee Kraipon Supakkul, Tarrant, TX (US); Utpal Mangla, Toronto (CA); and Steven Layne Canepa, Woodland Hills, CA (US)
Assigned to International Business Machines Corporation, Armonk, NY (US)
Filed by International Business Machines Corporation, Armonk, NY (US)
Filed on Nov. 13, 2019, as Appl. No. 16/682,001.
Prior Publication US 2021/0141820 A1, May 13, 2021
Int. Cl. G06F 16/334 (2025.01); G06F 16/3329 (2025.01); G06F 16/335 (2019.01); G06F 40/216 (2020.01); G06F 40/279 (2020.01); G06F 40/295 (2020.01); G06F 40/30 (2020.01); G06Q 30/0204 (2023.01); H04L 51/02 (2022.01); G06F 40/205 (2020.01)
CPC G06F 16/3344 (2019.01) [G06F 16/3329 (2019.01); G06F 16/337 (2019.01); G06F 40/216 (2020.01); G06F 40/279 (2020.01); G06F 40/295 (2020.01); G06F 40/30 (2020.01); H04L 51/02 (2013.01); G06F 40/205 (2020.01); G06Q 30/0204 (2013.01)] 18 Claims
OG exemplary drawing
 
1. A method for providing a personalized response to a user query, the method comprising:
receiving, by an omnichannel assistant, a query from a user, wherein the omnichannel assistant is configured to interact with the user across two or more channels;
parsing the query to identify a user intent of the query and one or more sources for responding to the query based at least in part on the user intent of the query, the one or more sources including one or more trusted chatbots in a chatbot marketplace that enables chatbot-to-chatbot communication and aggregation of chatbot responses, wherein the chatbot marketplace includes trusted and untrusted chatbots, and the omnichannel assistant is trained using a trusted corpus to identify the one or more trusted chatbots in the chatbot marketplace that provide trustworthy chatbot responses and communicate only with the one or more trusted chatbots;
retrieving answer data for responding to the query from the one or more sources including the one or more trusted chatbots in the chatbot marketplace, the answer data including one or more answers to the query that correspond to the user intent of the query;
analyzing the retrieved answer data to determine one or more potential channels for transmitting the retrieved answer data to the user;
selecting, from the two or more channels, a channel for a response based at least in part on a user profile and the one or more potential channels for transmitting the retrieved answer data to the user;
generating the response to the query using the retrieved answer data, the selected channel, and the user profile; and
transmitting the response to the user over the selected channel.