Amazon Technologies, Inc.

Gunashekar Jayaraman

Ariel Grob Dos Santos

Vikas Seshagiri Rao Bhardwaj

Kristopher William Bell

Kathleen Ann Mitchell Gavenman

Andrew Gardiner Sutherland

Farrukh Raza

Sheng Bi

Tarun Agarwal

Jared Kramer

Polly Po Yee Lee

Hung Chiu Phillip Keung

Kapil Chahal

Jason Sun

Dhvani Yogesh Shah

Anirban Chakraborty

Disclosed are various embodiments for routing communications to service agents based on a workflow. A computing device identifies a user intent object corresponding to a user interaction with the computing device. The computing device then generates a search criterion based on the identified user intent object and uses the search criterion for identifying the user intent in subsequent user interactions. After identifying the user intent, the computing device can identify a workflow corresponding to the user intent object. Later, the computing device can process one or more tasks associated with the workflow.

Workflow based communications routing

Disclosed are various embodiments for routing communications to service agents based on a workflow. A computing device identifies a user intent object corresponding to a user interaction with the computing device. The computing device then identifies a workflow corresponding to the user intent object. Later, the computing device identifies a service agent capable of completing the workflow. Then, the computing device routes a user to the service agent.

Disclosed are various embodiments for an automated service agent. Natural language inputs are obtained from a client. The natural language inputs and other data are input to machine learning models to identify intents reflected in the natural language inputs. A state in a workflow is updated to reflect the identified intents. Responses may be communicated to the client to further progress in the workflow.

Language based solution agent

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Redmond, WA, United States of America

Gunashekar Jayaraman