Moveworks, Inc.

Vaibhav Nivargi

Jiang Chen

Bhavin Nicholas Shah

Varun Singh

Dongxu Zhou

Ahmed Al-Bahar

Sunil Nagaraj

Sadish Ravi

Jing Chen

Mukund Ramachandran

Desmond Wing-Yin Chan

Nick Naixuan Guo

An automated agent may communicate with a user via a chat channel to proactively alert the user of an L1 IT support issue. The L1 IT support issue may be determined based on monitoring indications of human-initiated activities maintained by a system of record, and may, prior to the automated agent's alert, be unknown to the user. In some instances, a natural language understanding (NLU) module may be used to identify an entity and intent from the indications of human-initiated activities, and the L1 IT support issue may be determined based on the determined entity and intent. After alerting the user of the L1 IT support issue, the automated agent may inform, via the chat channel, the user of a remediation step available to address the L1 IT support issue. Upon obtaining the user's permission, the automated agent may perform the remediation step to address the L1 IT support issue.

Automated agent for proactively alerting a user of L1 IT support issues through chat-based communication

A multi-domain chatbot is used to service a message of a user. An automated agent of the multi-domain chatbot may act as an intermediary between the user and a plurality of domain-specific modules of the multi-domain chatbot. The automated agent may receive the message from the user, determine an intent of the message, and based on the intent, determine a group of the domain-specific modules that should be investigated. The automated agent may then investigate the group of domain-specific modules by sending the user message to and receiving responses from the domain-specific modules within the group. Based on the received responses, the automated agent may determine whether to provide, to the user, one of the domain-specific responses or a null response, in the event that none of the domain-specific responses is aligned with the intent of the message.

Multi-domain chatbot

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Palo Alto, CA, United States of America

Vaibhav Nivargi