公开(公告)号：EP3407283A1

公开(公告)日：2018-11-28

申请号：EP17194221.2

申请日：2017-09-29

申请人： Servicenow, Inc.

发明人： YASEEN, Rahim ,  ZHANG, Xiaomei ,  RIZVI, Hasan ,  FROGNER, Sean ,  CHINNANANCHI, Muruganantham ,  FORTSON, Michael

IPC分类号： G06Q30/00 ,  G06Q10/10

CPC分类号： G06F3/04847 ,  G06F3/0482 ,  G06F17/2785 ,  G06F17/3056 ,  G06Q10/10 ,  G06Q30/01 ,  G06Q30/016

摘要： A conversation-based computing system may include a back-end computing module, a design module, and an execution module. The design module may be configured to provide a graphical user interface through which different conversation models are defined in metadata. Each model may include a topic containing respective goals, where the goals are associated with respective conversation flows that define respective dialogs that directs conversations toward the associated goals. Each model may also define references to topic-specific content stored in the back-end module. The execution module may be configured to execute a particular model between the system and a front-end computing device and set up integration of a live agent into the model. Execution of the model may involve, in part, carrying out, in an at least partially-automated fashion, the flow for the model according to the dialog, the topic-specific content corresponding to the model, and communicating using a specific communication protocol.