US 12,142,269 B2
Invokable automated agent for interactive workflows
Vinay Mohan, Fremont, CA (US); Scott Michael Rhodes, Torrance, CA (US); Ravi Ambati, Dublin, CA (US); Daniel Li-Shuan Wu, San Diego, CA (US); Kristopfer P. Krueger, Escondido, CA (US); and Gaurav Goyal, San Jose, CA (US)
Assigned to ServiceNow, Inc., Santa Clara, CA (US)
Filed by ServiceNow, Inc., Santa Clara, CA (US)
Filed on Jul. 19, 2021, as Appl. No. 17/379,251.
Prior Publication US 2023/0018601 A1, Jan. 19, 2023
Int. Cl. G10L 15/22 (2006.01); H04L 51/02 (2022.01)
CPC G10L 15/22 (2013.01) [H04L 51/02 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method, comprising:
receiving an indication from a live agent in a communication session with a user to invoke a specified automated agent interactive conversation flow, wherein the specified automated agent interactive conversation flow is invoked by the live agent for the user in response to a determination of the live agent that, among available automated agent interactive conversation flows selectable by the live agent, the specified automated agent interactive conversation flow will address a request of the user;
transitioning the communication session with the user from the live agent to the specified automated agent interactive conversation flow, wherein the live agent retains control over the communication session during the specified automated agent interactive conversation flow;
providing an indication of an interaction of the user with the specified automated agent interactive conversation flow; and
returning the communication session with the user from the specified automated agent interactive conversation flow back to the live agent that retained control over the communication session during the specified automated agent interactive conversation flow.