Servicenow, Inc.

Gopal Sarda

Edwin Vito Sapugay

The present approaches are generally related to an agent automation framework that is capable of extracting meaning from user utterances, such as requests received by a virtual agent (e.g., a chat agent), and suitably responding to these user utterances. In certain aspects, the agent automation framework includes a NLU framework and an intent-entity model having defined intents and entities that are associated with sample utterances. The NLU framework may include a meaning extraction subsystem designed to generate meaning representations for the sample utterances of the intent-entity model to construct an understanding model, as well as generate meaning representations for a received user utterance to construct an utterance meaning model. The disclosed NLU framework may include a meaning search subsystem that is designed to search the meaning representations of the understanding model to locate matches for meaning representations of the utterance meaning model.

Growing community of inventors

San Jose, CA, United States of America

Gopal Sarda