IP Library Granted Patent US 11,037,554
Granted Patent B1
US 11,037,554 · App. 15/730,217 · Granted Jun 15, 2021

Network of domain knowledge based conversational agents

Inventors: Vincent Le Chevalier (San Jose, CA); Ramanathan Ramanathan (Bellevue, WA); Abhijit Rao (Irvine, CA)
Assignee: WELLS FARGO BANK, N.A.
G10L15/22G10L15/16G10L15/1815H04L51/02
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Quick Facts
Patent No.
US 11,037,554
App. No.
15/730,217
Granted
Jun 15, 2021
Kind
B1
Abstract

The innovation disclosed and claimed herein, in one aspect thereof, comprises systems and methods of supporting a conversation with a user. The systems and methods of the innovation can include a bot consumer that receives a first dialogue input from a user, the first dialogue input requesting a response and having an intent. A super-agent selects a worker thread from a pool of worker threads, wherein the worker thread is delegated a task to perform on the first dialogue input. A registrar determines a conversational agent to respond to the user based on the intent. The conversational agent retrieves data to facilitate a response to the first dialogue input and renders a response to the user based on the retrieved data. A registrar custodian can perform create, read, update, and delete operations on the information in the registrar.

Claims (30)

1. A system, comprising:

a bot consumer that receives a first dialogue input from a user, the first dialogue input requesting a response, and wherein the bot consumer determines intent of the first dialogue input;

a registrar that determines a first conversational agent to respond to the user based on the intent,

a registrar custodian that adds, updates, and deletes conversational agents at one or more databases in the registrar, wherein the registrar custodian changes a database or table within the registrar that compiles a list reflecting a group of conversational agents;

a super-agent that selects a worker thread from a pool of worker threads, wherein the worker thread is delegated a task to perform on the first dialogue input;

wherein the first conversational agent:

retrieves data to facilitate a response to the first dialogue input,

renders a response to the user based on the retrieved data,

predicts and learns user preferences and alternative suggestions to facilitate responses to the user,

wherein the system is a distributed system and thus allows conversational agents to be added, updated, and removed as domain knowledge changes without taking down the system in its entirety,

wherein the worker thread works with the registrar to select a greeting conversational agent for the first dialogue output in response to an associated natural language processor showing a greeting, and then transition to an authentication conversational agent which explicitly authenticates the user using a provided picture of his credit card and a requested zip code and social security number associated with the credit card.

2. The system of claim 1 , wherein the first conversational agent is configured to:

execute a semantic tree on the dialogue input to retrieve the data, wherein the data includes one or more result sets; and

process the one or more result sets to render a response.

3. The system of claim 1 , wherein the registrar groups the conversational agents according to attributes of each conversational agent in the group of conversational agents.

4. The system of claim 1 , wherein:

the bot consumer receives a second dialogue input from the user;

the registrar selects a second conversational agent according to an intent of the second dialogue input; and

the first conversational agent transfers the second dialogue input to the second conversational agent.

5. The system of claim 4 , further comprising:

a super-agent that determines a second worker thread to process result sets,

wherein the second worker thread uses the first dialogue input to work with the registrar to determine a second conversational agent based on the intent and the results set.

6. The system of claim 1 ,

wherein the first conversational agent determines that a support agent is to provide a decision, and wherein the first conversational agent prepares a data set based on the first dialogue input to provide to the support agent, wherein the data set includes information about the user, and

wherein the first conversational agent generates a response for the first dialogue input based on the decision of the support agent.

7. The system of claim 1 , further comprising

a registrar that:

learns the first dialogue input and the response to the dialogue input to facilitate future responses and subsequent dialogue inputs, and

stores the first dialogue input and the response as an associated pair; and

an output renderer which determines whether the response is rendered as speech, text, or media.

Assignments (2)
ADDRESS CHANGE Recorded Jun 2, 2025
From: WELLS FARGO BANK, N.A.
To: WELLS FARGO BANK, N.A.
Reel/Frame 071769/0158 →
ASSIGNMENT OF ASSIGNOR'S INTEREST Recorded Nov 6, 2017
From: LE CHEVALIER, VINCENT; RAMANATHAN, RAMANATHAN; RAO, ABHIJIT
To: WELLS FARGO BANK, N.A.
Reel/Frame 044036/0728 →
Continuity (1)
Provisional Application 62557431 · Sep 12, 2017
Cited By (7)
US 12,238,213 US 12,260,005 US 12,265,856 US 12,395,337 US 12,407,510 US 12,417,422 US 12,640,924