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:
Sep. 17, 2024
Filed:
Aug. 12, 2022
Servicenow, Inc., Santa Clara, CA (US);
Vani Banaji, Santa Clara, CA (US);
Philip Casini, Santa Clara, CA (US);
Scott Rhodes, Torrance, CA (US);
Adam Wesley Moguel, Santa Clara, CA (US);
Balaji Cuttackam, Hyderabad, IN;
Chinmayee Nagaraju, Santa Clara, CA (US);
Gaurav Goyal, Santa Clara, CA (US);
Nidhi Srinivas, Hyderabad, IN;
ServiceNow, Inc., Santa Clara, CA (US);
Abstract
Persistent storage contains a state machine for a request routing process and a plurality of requests related to the request routing process. One or more processors are configured to apply the state machine through operations including: obtaining a request from the plurality of requests; providing, to a criticality detection application and to an intent detection application, a representation of the request, wherein the criticality detection application is configured to detect a criticality of the request, and wherein the intent detection application is configured to determine a semantic intent of the request; receiving, from the criticality detection application and the intent detection application, respective indications of a detected criticality of the request and a detected intent of the request; determining whether to route the request to a channel that is one of a live agent, a virtual agent, or a search-based application; and routing the request to the channel as determined.