Liveperson, Inc.

Robert LoCascio

Eswar Priyadarshan

Matthew Dunn

Ravikiran Chittari

Jeffrey Salter

Jonathan Altschuler

Jeff Salter

Suresh Ramakrishnaiah

Htet Win

Chuqing He

The present disclosure relates generally to systems, methods, and computer-readable storage media for providing a concierge service to handle a wide variety of topics and user intents via a common interface. The concierge service can be part of a connection management system that can dynamically manage and facilitate conversations between a user making a request or providing an instruction and one or more endpoints for the purposes of fulfilling the request or instruction. Such dynamic management may include transferring a communication session to a social network member endpoint based on an intent identified within natural language communications, tracking a dynamic sentiment score, and automatically switching the communication session to another endpoint based on a change in the dynamic sentiment score.

Dynamic endpoint communication channels

Methods and systems for transcript-based bot creation are provided. Information may be stored in memory regarding different automation templates associated with different statement types. A transcript may be imported that includes statements, which may be analyzed and classified as one or more of the different statement types. The imported transcript may be displayed in a graphic user interface with its statements displayed in accordance with the automation templates associated with the respective statement type. User input may be received, including modification input that modifies at least one automation template associated with at least one statement of the displayed transcript designated as an integration point. A custom bot may thereafter be generated based on the modification input and configured to conduct a conversation based on the imported template and to initiate a workflow at the integration point in accordance with the modified automation template.

Automatic bot creation based on scripts

The present disclosure relates generally to facilitating routing of communications. More specifically, techniques are provided to dynamically route messages having certain intents between bots and user devices during communication sessions configured with multi-channel capabilities.

Dynamic communications routing to disparate endpoints

Growing community of inventors

New York, NY, United States of America

Robert LoCascio