Granted Patent B2

US 12,462,786 · App. 18/196,113 · Granted Nov 4, 2025

Inventor: Amit Mishra (Bloomfield, CO)

Assignee: LIVEPERSON, INC.

G10L13/033G10L15/063G10L2015/0631

Abstract

Claims (70)

1 . A method comprising:

training a personal virtual agent associated with a user, wherein the personal virtual agent is trained using historical interactions between the user and a particular domain, and wherein the personal virtual agent is configured to generate communications tailored to the user;

receiving a communication request associated with the particular domain, wherein the communication request is associated with an unknown user device;

instantiating a general virtual agent to generate communications for the unknown user device, wherein the general virtual agent is configured to resolve basic intents of users;

receiving one or more communications from the unknown user device;

establishing an identity of the unknown user device by processing the one or more communications with the general virtual agent, wherein the unknown user device is determined to be operated by the user; and wherein the user is associated with a user identifier;

identifying, based on the user identifier, a first virtual agent within a sequence of virtual agents of an automated service hierarchy, wherein the sequence of virtual agents defines an order in which virtual agents are selected for connection to the user device, wherein the first virtual agent is the personal virtual agent that is configured to tailor communications to the user device; and

facilitating a connection between the user device and the personal virtual agent.

2 . The method of claim 1 , further comprising:

determining the user identifier by:

generating a vocal pattern of the user from audio samples derived from the communication request;

identifying a reference vocal pattern that matches the vocal pattern, the reference vocal pattern being associated with a particular user identifier; and

determining that the user identifier corresponds to the particular user identifier.

3 . The method of claim 1 , wherein determining the user identifier includes:

matching a telephone number of the unknown user device to a reference telephone number, the reference telephone number being associated with a particular user; and

determining that the particular user is the user.

4 . The method of claim 1 , wherein the personal virtual agent is configured to satisfy requests associated with multiple domains.

5 . The method of claim 1 , further comprising:

generating a response to a subsequent communication, wherein the response is generated by executing the personal virtual agent using the subsequent communication;

determining data associated with the subsequent communication is associated with the particular domain; and

connecting, based on the response, the user device to an agent device of the particular domain.

6 . The method of claim 5 , wherein the agent device of the particular domain is an automated software service that is configured to satisfy requests for a plurality of users.

7 . The method of claim 1 , wherein the sequence of virtual agents of the automated service hierarchy include at least one domain-based virtual agent trained to communicate with any user.

8 . A system comprising:

one or more processors; and

a non-transitory computer-readable storage medium storing instructions that when executed by the one or more processors, cause the one or more processors to perform operations including:

training a personal virtual agent associated with a user, wherein the personal virtual agent is trained using historical interactions between the user and a particular domain, and wherein the personal virtual agent is configured to generate communications tailored to the user;

receiving a communication request associated with the particular domain, wherein the communication request is associated with an unknown user device;

instantiating a general virtual agent to generate communications for the unknown user device, wherein the general virtual agent is configured to resolve basic intents of users;

receiving one or more communications from the unknown user device;

establishing an identity of the unknown user device by processing the one or more communications with the general virtual agent, wherein the unknown user device is determined to be operated by the user; and wherein the user is associated with a user identifier;

identifying, based on the user identifier, a first virtual agent within a sequence of virtual agents of an automated service hierarchy, wherein the sequence of virtual agents defines an order in which virtual agents are selected for connection to the user device, wherein the first virtual agent is the personal virtual agent that is configured to tailor communications to the user device; and

facilitating a connection between the user device and the personal virtual agent.

9 . The system of claim 8 , wherein the operations further include:

determining the user identifier by:

generating a vocal pattern of the user from audio samples derived from the communication request;

identifying a reference vocal pattern that matches the vocal pattern, the reference vocal pattern being associated with a particular user identifier; and

determining that the user identifier corresponds to the particular user identifier.

10 . The system of claim 8 , wherein determining the user identifier includes:

matching a telephone number of the unknown user device to a reference telephone number, the reference telephone number being associated with a particular user; and

determining that the particular user is the user.

11 . The system of claim 8 , wherein the personal virtual agent is configured to satisfy requests associated with multiple domains.

12 . The system of claim 8 , wherein the operations further include:

generating a response to a subsequent communication, wherein the response is generated by executing the personal virtual agent using the subsequent communication;

determining data associated with the subsequent communication is associated with the particular domain; and

connecting, based on the response, the user device to an agent device of the particular domain.

13 . The system of claim 12 , wherein the agent device of the particular domain is an automated software service that is configured to satisfy requests for a plurality of users.

14 . The system of claim 8 , wherein the sequence of virtual agents of the automated service hierarchy include at least one domain-based virtual agent trained to communicate with any user.

15 . A non-transitory computer-readable storage medium storing instructions that when executed by one or more processors, cause the one or more processors to perform operations including:

training a personal virtual agent associated with a user, wherein the personal virtual agent is trained using historical interactions between the user and a particular domain, and wherein the personal virtual agent is configured to generate communications tailored to the user;

receiving a communication request associated with the particular domain, wherein the communication request is associated with an unknown user device;

instantiating a general virtual agent to generate communications for the unknown user device, wherein the general virtual agent is configured to resolve basic intents of users;

receiving one or more communications from the unknown user device;

establishing an identity of the unknown user device by processing the one or more communications with the general virtual agent, wherein the unknown user device is determined to be operated by the user; and wherein the user is associated with a user identifier;

identifying, based on the user identifier, a first virtual agent within a sequence of virtual agents of an automated service hierarchy, wherein the sequence of virtual agents defines an order in which virtual agents are selected for connection to the user device, wherein the first virtual agent is the personal virtual agent that is configured to tailor communications to the user device; and

facilitating a connection between the user device and the personal virtual agent.

16 . The non-transitory computer-readable storage medium of claim 15 , wherein the operations further include:

determining the user identifier by:

generating a vocal pattern of the user from audio samples derived from the communication request;

identifying a reference vocal pattern that matches the vocal pattern, the reference vocal pattern being associated with a particular user identifier; and

determining that the user identifier corresponds to the particular user identifier.

17 . The non-transitory computer-readable storage medium of claim 15 , wherein determining the user identifier includes:

matching a telephone number of the unknown user device to a reference telephone number, the reference telephone number being associated with a particular user; and

determining that the particular user is the user.

18 . The non-transitory computer-readable storage medium of claim 15 , wherein the personal virtual agent is configured to satisfy requests associated with multiple domains.

19 . The non-transitory computer-readable storage medium of claim 15 , wherein the operations further include:

generating a response to a subsequent communication, wherein the response is generated by executing the personal virtual agent using the subsequent communication;

determining data associated with the subsequent communication is associated with the particular domain; and

connecting, based on the response, the user device to an agent device of the particular domain.

20 . The non-transitory computer-readable storage medium of claim 19 , wherein the agent device of the particular domain is an automated software service that is configured to satisfy requests for a plurality of users.

Assignments (4)

Continuity (2)

References Cited (17)