公开(公告)号：US20210409352A1

公开(公告)日：2021-12-30

申请号：US17034774

申请日：2020-09-28

Applicant: Cisco Technology, Inc.

Inventor： Chidambaram Arunachalam ,  Gonzalo Salgueiro ,  David deMilo ,  Kevin Elrod ,  Felipe De Mello ,  Carlos M. Pignataro

IPC: H04L12/58 ,  H04L12/18 ,  H04L29/06

Abstract: A system and method for creating a context-aware, conversational chat bot or agent in multi-party conversations where participants have different levels of security access to information and the bot operates in one or more modes depending on the business context of the multi-user collaboration virtual workspace. The methods include adding a bot, as a participant, to a virtual workspace that is a multi-user collaboration workspace, obtaining, at a bot application server, context of the virtual workspace, setting, by the bot application server, a skill set for the bot from among a plurality of skill sets. The skill set varies based on the context of the virtual workspace. The methods further include configuring, by the bot application server, the bot to perform at least one task in the virtual workspace based on the skill set.

公开(公告)号：US20240394721A1

公开(公告)日：2024-11-28

申请号：US18790270

申请日：2024-07-31

Applicant: Cisco Technology, Inc.

Inventor： David C. White, JR. ,  Jay K. Johnston ,  Magnus Mortensen ,  Christopher Shaun Roberts ,  Felipe De Mello

IPC: G06Q30/016 ,  G06N3/008 ,  G06N20/00

Abstract: A computer executed process for mimicking human dialog, referred to herein as a “humanoid” or “humanoid system,” can be configured to provision itself to provide automated customer support. The humanoid can be trained for a customer support campaign. The training can include the humanoid observing communications between a human operator and at least one customer regarding at least one customer support case in the customer support campaign. The humanoid can assess at least one confidence level of the humanoid for the customer support campaign to determine whether the humanoid is adequately trained to handle future customer support cases for the customer support campaign. The humanoid can provision itself to handle at least one future customer support case in the customer support campaign in response to determining that it is adequately trained for the customer support campaign.

公开(公告)号：US12118568B2

公开(公告)日：2024-10-15

申请号：US17159886

申请日：2021-01-27

Applicant: Cisco Technology, Inc.

Inventor： David C. White, Jr. ,  Jay K. Johnston ,  Magnus Mortensen ,  Christopher Shaun Roberts ,  Felipe De Mello

IPC: G06Q30/016 ,  G06N3/008 ,  G06N20/00

CPC classification number: G06Q30/016 ,  G06N3/008 ,  G06N20/00

Abstract: A computer executed process for mimicking human dialog, referred to herein as a “humanoid” or “humanoid system,” can be configured to provision itself to provide automated customer support. The humanoid can be trained for a customer support campaign. The training can include the humanoid observing communications between a human operator and at least one customer regarding at least one customer support case in the customer support campaign. The humanoid can assess at least one confidence level of the humanoid for the customer support campaign to determine whether the humanoid is adequately trained to handle future customer support cases for the customer support campaign. The humanoid can provision itself to handle at least one future customer support case in the customer support campaign in response to determining that it is adequately trained for the customer support campaign.

公开(公告)号：US11888790B2

公开(公告)日：2024-01-30

申请号：US17034774

申请日：2020-09-28

Applicant: Cisco Technology, Inc.

Inventor： Chidambaram Arunachalam ,  Gonzalo Salgueiro ,  David deMilo ,  Kevin Elrod ,  Felipe De Mello ,  Carlos M. Pignataro

IPC: H04L51/02 ,  H04L12/18 ,  H04L9/40 ,  H04L51/046

CPC classification number: H04L51/02 ,  H04L12/1822 ,  H04L51/046 ,  H04L63/102 ,  H04L63/105

Abstract: A system and method for creating a context-aware, conversational chat bot or agent in multi-party conversations where participants have different levels of security access to information and the bot operates in one or more modes depending on the business context of the multi-user collaboration virtual workspace. The methods include adding a bot, as a participant, to a virtual workspace that is a multi-user collaboration workspace, obtaining, at a bot application server, context of the virtual workspace, setting, by the bot application server, a skill set for the bot from among a plurality of skill sets. The skill set varies based on the context of the virtual workspace. The methods further include configuring, by the bot application server, the bot to perform at least one task in the virtual workspace based on the skill set.

公开(公告)号：US20220237626A1

公开(公告)日：2022-07-28

申请号：US17159886

申请日：2021-01-27

Applicant: Cisco Technology, Inc.

Inventor： David C. White, Jr. ,  Jay K. Johnston ,  Magnus Mortensen ,  Christopher Shaun Roberts ,  Felipe De Mello

IPC: G06Q30/00 ,  G06N3/00 ,  G06N20/00

Abstract: A computer executed process for mimicking human dialog, referred to herein as a “humanoid” or “humanoid system,” can be configured to provision itself to provide automated customer support. The humanoid can be trained for a customer support campaign. The training can include the humanoid observing communications between a human operator and at least one customer regarding at least one customer support case in the customer support campaign. The humanoid can assess at least one confidence level of the humanoid for the customer support campaign to determine whether the humanoid is adequately trained to handle future customer support cases for the customer support campaign. The humanoid can provision itself to handle at least one future customer support case in the customer support campaign in response to determining that it is adequately trained for the customer support campaign.

公开(公告)号：US20240330413A1

公开(公告)日：2024-10-03

申请号：US18192130

申请日：2023-03-29

Applicant: Cisco Technology, Inc.

Inventor： Mohammed Hamzeh ,  David C. White, JR. ,  Christopher Shaun Roberts ,  Magnus Mortensen ,  Kevin D. McCabe ,  Felipe De Mello ,  Deon Anthony Pillsbury

IPC: G06F18/2415 ,  G06N20/00 ,  G10L15/02 ,  G10L15/06 ,  G10L15/197

CPC classification number: G06F18/2415 ,  G06N20/00 ,  G10L15/02 ,  G10L15/063 ,  G10L15/197

Abstract: The techniques described herein relate to a method including: providing input to a plurality of prediction models; obtaining an initial prediction from each of the plurality of prediction models; providing the input to one or more weight models; obtaining from the one or more weight models a weight for each initial prediction, wherein the weight for each initial prediction is based upon the input and behavior of each of the plurality of prediction models; and determining an output prediction from the initial predictions and the weights.

公开(公告)号：US20240048511A1

公开(公告)日：2024-02-08

申请号：US18489208

申请日：2023-10-18

Applicant: Cisco Technology, Inc.

Inventor： Chidambaram Arunachalam ,  Gonzalo Salgueiro ,  David deMilo ,  Kevin Elrod ,  Felipe De Mello ,  Carlos M. Pignataro

IPC: H04L51/02 ,  H04L12/18 ,  H04L9/40 ,  H04L51/046

CPC classification number: H04L51/02 ,  H04L12/1822 ,  H04L63/105 ,  H04L63/102 ,  H04L51/046

Abstract: A system and method for creating a context-aware, conversational chat bot or agent in multi-party conversations where participants have different levels of security access to information and the bot operates in one or more modes depending on the business context of the multi-user collaboration virtual workspace. The methods include adding a bot, as a participant, to a virtual workspace that is a multi-user collaboration workspace, obtaining, at a bot application server, context of the virtual workspace, setting, by the bot application server, a skill set for the bot from among a plurality of skill sets. The skill set varies based on the context of the virtual workspace. The methods further include configuring, by the bot application server, the bot to perform at least one task in the virtual workspace based on the skill set.