Servicenow, Inc.

Nabil Abu Asba

Mark David Griffin

Ying Li

Anuj Jain

Present embodiments are directed to a virtual agent with improved natural language understanding (NLU) capabilities. The disclosed virtual agent enables topic selection and topic changes during natural language exchanges with a user. The virtual agent is designed to select suitable topic flows to execute based on intents identified in received user utterances, including selection of an initial topic flow in response to a topic identified in a first user utterance, as well as switching between topic flows mid-conversation based on identified topic changes. The virtual agent is also capable of considering all intents and entities conveyed during the conversation, which enables the virtual agent to avoid prompting the user to provide redundant information. Furthermore, the virtual agent is capable of executing topic flows as part of a global topic flow, which enables the virtual agent to perform a number of predefined activities as part of each interaction with the user.

Systems and methods for a virtual agent in a cloud computing environment

A virtual agent that utilizes an in-house natural language understanding (NLU) service and integrates a third party NLU service. The third-party NLU service is integrated with the virtual agent via a transformation script that establishes a transformation boundary through which communications are directed for adjustment and conditioning. The third party NLU service communicates with the virtual agent via an application programming interface (API). The virtual agent receives an utterance from a user via a chat session and provides the utterance to the third party NLU service. The third party NLU service may return intents, entities, and confidence, generate and return a response, and/or take actions within the cloud-based platform via the API, dependent upon the degree of integration. The virtual agent then provides a response to the user via the chat session.

Systems and method for third party natural language understanding service integration

Display screen with graphical user interface

A system and method is disclosed for configuring a performance analytics (PA) software application operational for analysis of performance data of a managed network. The system may include a PA database containing data for generating a unified graphical user interface (GUI) for consolidating configuration of key performance indicators (KPIs) of the managed network, and one or more server devices configured to receive, from a client device, a request to view information representative of a particular KPI. Based on the request, the server devices may obtain information regarding the particular KPI from the PA database and then transmit, to the client device, a representation of the unified GUI. The unified GUI may include a tabbed interface containing views corresponding to groups of related attributes of the particular KPI, the views including: (i) a data source view, (ii) a breakdown view, (iii) a data collection view, and (iv) an impact analysis view.

Guided interface for configuring key performance indicators

A system and method is disclosed for configuring a performance analytics (PA) system for processing key performance indicators of a managed network. The PA system may include a database containing PA entity records, each including data associated with a respective PA entity. Each PA entity may be a software and/or hardware component of the PA system. The system also includes a dependency assessment tree having respective nodes corresponding to the respective PA entities and branches connecting functionally dependent nodes of PA. The PA system may be configured to: transmit information to a client device for displaying a graphical representation of one or more respective PA entities; receive a request from the client device for dependency information for a first PA entity; and transmit to the client device a graphical representation of a first portion of the dependency assessment tree depicting the first PA entity and associated dependency nodes.

Growing community of inventors

The Hague, Netherlands

Nabil Abu Asba