US 12,476,927 B2
Usage scenarios for unified multichannel communication platform
Shawn P. Henry, Kirkland, WA (US); and Juan Antonio Sanchez, Costa Mesa, CA (US)
Assigned to Microsoft Technology Licensing, LLC, Redmond, WA (US)
Filed by Microsoft Technology Licensing, LLC, Redmond, WA (US)
Filed on Dec. 12, 2023, as Appl. No. 18/537,750.
Prior Publication US 2025/0193132 A1, Jun. 12, 2025
Int. Cl. H04L 51/02 (2022.01); H04L 69/14 (2022.01); H04L 69/18 (2022.01)
CPC H04L 51/02 (2013.01) [H04L 69/14 (2013.01); H04L 69/18 (2013.01)] 20 Claims
OG exemplary drawing
 
1. In a computer system that implements an agent service, a method comprising:
receiving, at the agent service, a request to create a digital assistant for a user, the request comprising an artifact and further comprising information associated with a set of parameters for the digital assistant;
generating, at the agent service, the digital assistant by processing the artifact and the information associated with the set of parameters, wherein the processing the artifact and the information associated with the set of parameters comprises:
communicating with an artificial intelligence (AI) service to analyze the artifact and the information associated with the set of parameters;
generating an AI prompt based on the analysis of the artifact and the information associated with the set of parameters; and
training the digital assistant using the generated AI prompt;
with a unified multichannel communication (UMC) service, initializing a UMC thread for a UMC session involving the digital assistant and a user;
with the UMC service, attaching, to the UMC thread, a first communication channel having a first data type and a second communication channel having a second data type different than the first data type, wherein the attaching includes:
retrieving, based on a thread identifier of the UMC thread, a thread metadata record for the UMC thread;
storing, in the thread metadata record for the UMC thread, a first communication channel identifier for the first communication channel;
storing, in the thread metadata record for the UMC thread, a second communication channel identifier for the second communication channel; and
storing, in the thread metadata record for the UMC thread, at least one user identifier for the user and at least one user identifier for the digital assistant; and
processing a first communication message, from the user to the digital assistant, communicated over the first communication channel and a second communication message, from the user to the digital assistant, communicated over the second communication channel, wherein the thread metadata record continues to associate the digital assistant with the UMC thread when the user switches between the first communication channel and the second communication channel, wherein the first communication message is from the user to the digital assistant over the first communication channel, and wherein the second communication message is from the user to the digital assistant over the second communication channel.