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A PRESENCE MODEL FOR VIRTUAL AGENTS

IP.com Disclosure Number: IPCOM000245760D
Publication Date: 2016-Apr-05
Document File: 7 page(s) / 308K

Publishing Venue

The IP.com Prior Art Database

Related People

Steve Levy: AUTHOR

Abstract

A presence model is provided to expose the presence of a virtual agent to a user. The model provides the user with a better understanding of how, where, and/or how often the virtual agent is used by others. The model drives users to adopt the virtual agent and enhances user experience by encouraging a more focused usage of the virtual agent.

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A PRESENCE MODEL FOR VIRTUAL AGENTS

AUTHORS:

Steve Levy

CISCO SYSTEMS, INC.

ABSTRACT

    A presence model is provided to expose the presence of a virtual agent to a user. The model provides the user with a better understanding of how, where, and/or how often the virtual agent is used by others. The model drives users to adopt the virtual agent and enhances user experience by encouraging a more focused usage of the virtual agent.

DETAILED DESCRIPTION

    Virtual agents are surfacing regularly in both the consumer space as well as the enterprise space. Virtual agents are capable of guiding users to resolve many simple issues (e.g., ordering a pizza, selecting a type of oil for use in a car, etc.) as well as more complex issues (e.g., trouble shooting a laptop, enlisting in the Army, etc.). Currently, a user who engages with a virtual agent has no knowledge of the virtual agent's interactions with others and may, as a result, lack confidence in the abilities of the virtual agent to engage with and provide solutions to users.

    The presence model for virtual agents described herein provides to a user real- time information relating to others' use of the virtual agent. In particular, the model provides a usage rate, a usage location, and/or keyword metrics. A usage rate includes information relating to how often others have used the virtual agent in a defined time period. A usage location includes information relating to where others use the virtual agent within a defined location scope. Keyword metrics include information relating to frequently used keywords which others use to interact with the virtual agent. The usage rate, usage location, and keyword metrics are determined by the vendor and client of the virtual agent.

Copyright 2016 Cisco Systems, Inc.

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    The presence model for virtual agents described herein uses a user interface to provide a real-time virtual agent presence to a user. When a user is exposed to a virtual agent, the user interface displays a usage rate, a usage location, and/or keyword metrics.

    When the user interface displays a usage rate, the user sees an indication of the number of users that are currently engaging, or have within a certain recent timeframe engaged with, the virtual agent. The usage rate indication may take numerous forms, such as a real number count, a range bar, or a color coded icon.

    When the user interface displays a usage location, the user sees an indication of the location of users that are currently engaging, or have within a certain recent timeframe engaged with, the virtual agent. The usage location indication may take numerous forms, such as a heat map. In an example, the heat map is a map of the world, a region, a country, a state, or another geographic area with heat sensor coloring or dots to show usage patterns in that location.

    When the user interface displays keyword metrics, the user sees an indication of keywords that users are currently using, or have within a certain rec...