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:
Feb. 15, 2022
Filed:
Jan. 28, 2021
Moveworks, Inc., Mountain View, CA (US);
Ahmed Al-Bahar, Mountain View, CA (US);
Sadish Ravi, Fremont, CA (US);
Sunil Nagaraj, Los Altos, CA (US);
Dongxu Zhou, Redwood City, CA (US);
Vaibhav Nivargi, Palo Alto, CA (US);
Varun Singh, Mountain View, CA (US);
Jiang Chen, Fremont, CA (US);
Bhavin Nicholas Shah, Fremont, CA (US);
MOVEWORKS, INC., Mountain View, CA (US);
Abstract
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.