Paypal, Inc.

Shivam Pandey

Srinivasan Manoharan

Joydeep Hazra

Satheeskumar S

Ajay Bose Anchalassery Chandrabose

In response to detecting that a user of a service provider requires assistance, a computer system determines a predicted user intent associated with the user based on monitoring activity associated with the user, and further determines that a first communication channel corresponds to the determined predicted user intent and causes a communication to be initiated with the user utilizing the first communication channel. The computer system determines a user-initiated intent based on analyzing input received from the user, and based on the user-initiated intent, determines if the user-initiated intent corresponds to the predicted user intent. In response to determining that the user-initiated intent does not correspond to the predicted user intent, the computer system determines that a second communication channel corresponds to the user-initiated intent and causes the communication with the user to be switched to the second communication channel.

Intelligent communication channel determination

A unidirectional workflow execution engine is accessed. The unidirectional workflow includes at least a first node and a second node, where the first node is executed before the second node. A timeout setting of the first node is retrieved. An actual execution time of the first node is determined. A difference between the retrieved timeout setting and the actual execution time of the first node is calculated. A timeout setting of the second node is retrieved. The timeout setting of the second node is modified by adding, to the retrieved timeout setting of the second node, the calculated difference between the retrieved timeout setting and the execution time of the first node.

Growing community of inventors

Bengaluru, India

Shivam Pandey