The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
May. 11, 2021
Filed:
Jun. 28, 2018
Microsoft Technology Licensing, Llc, Redmond, WA (US);
Jianwen Zhang, Sammamish, WA (US);
Shichao Hu, Bellevue, WA (US);
Jiayuan Huang, Bellevue, WA (US);
Jiantao Sun, Bellevue, WA (US);
Zheng Chen, Bellevue, WA (US);
Yi-Min Wang, Redmond, WA (US);
Changhong Yuan, Sammamish, WA (US);
Mingyu Wang, Sammamish, WA (US);
Yuangang Tu, Redmond, WA (US);
Microsoft Technology Licensing, LLC, Redmond, WA (US);
Abstract
Systems and devices to perform knowledge-driven dynamic conversations and select content within automated agents such as chatbots and virtual assistants are disclosed. In an example, operations to facilitate a knowledge-based conversation session with a human user using an automated agent include: receiving a conversational input regarding a support issue; analyzing the conversational input to determine an intent and applicable entity properties associated with the intent; performing a multi-turn conversation to identify a solution using the intent and the applicable entity properties, by exchanging iterative questions and answers between the automated agent and the user to dynamically recalculate applicability of the solution to the support issue; and outputting information associated with the identified solution. In further examples, the operations include a dynamic application of a solution policy and a diagnosis policy in the multi-turn conversation, to determine whether to deliver a solution or ask diagnosis questions.