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GoogleGranted patentAI & softwareInterest 6/10

Google patents system that speeds up chat sessions by predicting user actions

This patent describes a system that analyzes natural language conversations between a user and an agent to predict the next step. It can automatically send a specific action or interface element to the user's device without waiting for the agent's device to confirm, provided certain conditions are met.

Why it mattersThis could make digital customer service or support chats feel faster and less robotic by reducing the back-and-forth steps needed to complete a task.

In the filing’s own words

Facilitating user device and/or agent device actions during a communication session. An interactive communications system provides outputs that are tailored to enhance the functionality of the communication session, reduce the number of dialog “turns” of the communications session and/or the number of user inputs to devices involved in the session, and/or otherwise mitigate consumption of resources during the communication session. In various implementations, the communication session involves user device(s) of a user, agent device(s) of an agent, and the interactive system. The interactive communications system can analyze various communications from the user device(s) and/or agent device(s) during a communication session in which the user directs various communications to the agent, and in which the agent optionally directs various communications to the user. The interactive communications system provides action performance element(s) and/or other output(s) that are each specific to a corresponding current intent and corresponding current action of the communication session.

What exactly they claim (claim 1)

1. A system comprising: memory storing instructions; one or more processors operable to execute the instructions to: receive one or more instances of natural language input during a communication session that includes a user computing device and an interactive communications system implemented by one or more of the processors, the instances of the natural language input including free-form input formulated by a user of the user computing device via a user interface input device of the user computing device; determine a current intent of the communication session and an action for the current intent, wherein determining the current intent and the action is based on processing the natural language input using one or more trained machine learning models; resolve an agent for the action; determine whether agent specific parameters, that are specific to the agent, are available for the action; determine whether one or more criteria are satisfied for transmitting, to the user computing device, an action performance element that is based on the action, wherein determining whether the one or more criteria are satisfied is based on whether the agent specific parameters are available for the action; in response to determining that the one or more criteria are satisfied: transmit, to the user computing device without first prompting any agent computing device of the agent, the action performance element that is based on the action; and in response to determining that the one or more criteria are not satisfied: transmit, to an agent computing device of the agent, a prompt related to the action, wherein the agent computing device is distinct from the user computing device, and then transmitting the action performance element to the user computing device only if affirmative input is received from the agent computing device in response to transmitting the prompt.

Facts

Company
Google (GOOGLE LLC)
Official title
Facilitating user device and/or agent device actions during a communication session
Patent number
US12761933B2
Application number
18615767
Filed
Mar 25, 2024
Granted
Oct 13, 2026
Inventors
3
Claims
16

Classified under

G06F 9/453 Physics & computingG06F 3/0481 Physics & computingG06F 40/20 Physics & computingG06F 40/30 Physics & computingG06N 20/00 Physics & computingG10L 15/22 Physics & computing
Read the full filing (official PDF) ↗ Open in the Patent Tracker

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Summaries are simplified from the filing’s own abstract and first claim. A patent filing is not a product announcement.
Patent data and drawings: U.S. Patent and Trademark Office (USPTO). Nebula is not affiliated with or endorsed by the USPTO.