Persisting an AI-supported conversation across multiple channels

Abstract

A method and computing platform to imitate human conversational response as a context transitions across multiple channels (e.g., chat, messaging, email, voice, third party communication, etc.) where inputs to the system are categorized into identified speech acts and physical acts, and a conversational bot is associated to the channels. In this approach, a data model associated with a multi-turn conversation is provided. The data model comprises an observation history, wherein an observation in the observation history includes an identification of a channel in which the observation originates. As turns are added to the multi-turn conversation, a conversational context across multiple channels is persisted using the data model. Using this approach, an AI-supported conversation started in one channel can move to another conversation channel while maintaining the context of the conversation intact and coherent.

What is claimed is as follows: 
     
         1 . A method for imitating a human conversational response across multiple channels, comprising:
 associating a multi-turn conversational bot with one or more of the multiple channels;   providing a data model associated with a multi-turn conversation via the multi-turn conversational bot, the data model comprising an observation history, wherein an observation in the observation history includes an identification of a channel in which the observation originates; and   as one or more turns are added to the multi-turn conversation, persisting a conversational context across multiple channels using the data model, wherein persisting the conversational context includes:
 setting a value of an attribute during a first turn of the multi-turn conversation that occurs in a first channel; and 
 using the value during a second turn of the multi-turn conversation that occurs in a second channel that is distinct from the first channel; 
 wherein the value is used during the second turn automatically and without prompting for re-entry of the value. 
   
     
     
         2 . The method as described in  claim 1  wherein persisting the conversational context includes transitioning the multi-turn conversation from at least the first channel to the second channel. 
     
     
         3 . The method as described in  claim 2  wherein the channels are one of: chat, messaging, email, voice, and a communication initiated by a third party. 
     
     
         4 . The method as described in  claim 1  wherein the conversational context is maintained in a data object. 
     
     
         5 . The method as described in  claim 1  wherein respective turns in the multi-turn conversation are associated with distinct end user sessions. 
     
     
         6 . The method as described in  claim 2  wherein the multi-turn conversation transitions from the first channel to the second channel in response to an action initiated by the end user or as a result of activity associated with a process. 
     
     
         7 . The method as described in  claim 1  further including controlling the conversational bot to adapt an interaction with a user during a particular turn of the multi-turn conversation based on identification of the channel. 
     
     
         8 . The method as described in  claim 1  wherein the multi-turn conversation is associated with a particular end user. 
     
     
         9 . The method as described in  claim 1  wherein providing the data model further includes:
 receiving an input that includes an attribute; and 
 responsive to receipt of the input, retrieving the data model from a set of saved data models when a value of the attribute is recognized as being present in the data model. 
 
     
     
         10 . The method as described in  claim 1  wherein the multi-turn conversation is associated with a conversation initiated between a first and second human end user. 
     
     
         11 . A software-as-a-service computing platform, comprising:
 computing hardware;   computer software executing on the computer hardware, the computer software comprising computer program instructions executed on the computing hardware and configured to imitate a human conversational response across multiple channels, the computer program instructions configured to:
 associate a multi-turn conversational bot with one or more of the multiple channels; 
 provide a data model associated with a multi-turn conversation, the data model comprising an observation history, wherein an observation in the observation history includes an identification of a channel in which the observation originates; and 
 as one or more turns are added to the multi-turn conversation, persist a conversational context across multiple channels using the data model, wherein persisting the conversational context includes:
 setting a value of an attribute during a first turn of the multi-turn conversation that occurs in a first channel; and 
 using the value during a second turn of the multi-turn conversation that occurs in a second channel that is distinct from the first channel; 
 wherein the value is used during the second turn automatically and without prompting for re-entry of the value. 
 
   
     
     
         12 . The computing platform as described in  claim 11  wherein computer program instructions that persist the conversational context further include computer program instructions configured to transition the multi-turn conversation from at least the first channel to the second channel. 
     
     
         13 . The computing platform as described in  claim 12  wherein the set of input and output channels are one of: chat, messaging, email, voice, and a communication initiated by a third party. 
     
     
         14 . The computing platform as described in  claim 12  wherein the conversational context is maintained in a data object. 
     
     
         15 . The computing platform as described in  claim 11  wherein respective turns in the multi-turn conversation are associated with distinct end user sessions. 
     
     
         16 . The computing platform as described in  claim 12  wherein the multi-turn conversation transitions from the first channel to the second channel in response to an action initiated by the end user or as a result of activity associated with a process. 
     
     
         17 . The computing platform as described in  claim 11  wherein the computer program instructions further include computer program instructions configured to control the conversational bot to adapt an interaction with a user during a particular turn of the multi-turn conversation based on identification of the channel. 
     
     
         18 . The computing platform as described in  claim 11  wherein the multi-turn conversation is associated with a particular end user. 
     
     
         19 . The computing platform as described in  claim 11  wherein the computer program instructions configured to provide the data model further include computer program instructions configured to:
 receive an input that includes an attribute; and 
 responsive to receipt of the input, retrieve the data model from a set of saved data models when a value of the attribute is recognized as being present in the data model.