公开(公告)号：US11588759B2

公开(公告)日：2023-02-21

申请号：US16503529

申请日：2019-07-04

Applicant: ASAPP, INC.

Inventor： Mitchell Steven Morgan ,  Frederick William Poe Heckel ,  Priya Sawant ,  Adrien Brochard ,  Christopher David Fox ,  Tao Lei ,  Joseph Ellsworth Hackman

IPC: H04M3/00 ,  H04L51/02 ,  G06F16/901 ,  G06N20/00 ,  G06F40/30 ,  G10L15/26 ,  H04M3/51 ,  G06F40/295 ,  G10L15/16 ,  G10L15/18

Abstract: A company may implement automated workflows for convenience of users or to reduce support costs. For example, allowing a user to change an address using an automated workflow may be faster or less expensive than with a human agent. Companies may provide support over different types of communications channels with different capabilities, such as voice channels and text channels. Instead of implementing different workflows for different channels, a company may separate aspects of the workflow that are common to different channels from aspects of the workflow that are different for different channels. For example, a workflow may be implemented to determine an action in response to a received communication where the action may be used with multiple channels. The action may then be used to select an action implementation that is specific to a channel.

公开(公告)号：US20200329144A1

公开(公告)日：2020-10-15

申请号：US16503529

申请日：2019-07-04

Applicant: ASAPP, INC.

Inventor： Mitchell Steven Morgan ,  Frederick William Poe Heckel ,  Priya Sawant ,  Adrien Brochard ,  Christopher David Fox ,  Tao Lei ,  Joseph Ellsworth Hackman

IPC: H04M3/51

Abstract: A company may implement automated workflows for convenience of users or to reduce support costs. For example, allowing a user to change an address using an automated workflow may be faster or less expensive than with a human agent. Companies may provide support over different types of communications channels with different capabilities, such as voice channels and text channels. Instead of implementing different workflows for different channels, a company may separate aspects of the workflow that are common to different channels from aspects of the workflow that are different for different channels. For example, a workflow may be implemented to determine an action in response to a received communication where the action may be used with multiple channels. The action may then be used to select an action implementation that is specific to a channel.