SESSION MEMORY FOR VIRTUAL ASSISTANT DIALOG MANAGEMENT

摘要

Embodiments of the invention provide systems and methods for managing a customer interaction with a virtual assistant. Managing a customer interaction with a virtual assistant can comprise receiving a request to initiate an interaction between the virtual assistant and the customer. A context of the request or the interaction between the virtual assistant and the customer can be identified. The context can be based on information identifying at least one of the customer or a product or service that is a subject of the interaction. Information relevant to the interaction between the virtual assistant and the customer can be retrieved based on the identified context. The retrieved information can be stored in a session memory supporting the interaction and the interaction with the customer can be conducted dynamically through the virtual assistant based on the information stored in the session memory.

主权项

1. A method for managing a customer interaction with a virtual assistant, the method comprising:
receiving a request to initiate an interaction between the virtual assistant and the customer; identifying a context of the request or the interaction between the virtual assistant and the customer; retrieving information relevant to the interaction between the virtual assistant and the customer based on the identified context; storing the retrieved information in a session memory supporting the interaction; and conducting the interaction with the customer dynamically through the virtual assistant based on the information stored in the session memory.