Patent ID: 11960514
Assignee: DRIFT.COM, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 9:
10. A Software-As-A-Service (SaaS) computing platform supporting conversations with a set of one or more live agents, the computing platform associated with an information search and retrieval system, comprising:
computer hardware comprising one or more hardware processors; and
computer memory holding computer software executed by the one or more hardware processors, the computer software providing content in association with a live agent, wherein the computer software comprises program code configured as an application programming interface (API) to:
respond to receipt via the API of a query from a user, the query having been received by the information search and retrieval system;
semantically-search the query to identify a context associated with the query;
identify a conversation history between the user and the information search and retrieval system;
generate an enriched query by associating to the query both the context and at least a portion of the conversation history;
receive information associated with the enriched query, the information having been generated by valuation of the enriched query using a transformer-based language model;
generate a response to the query using the information; and
return the response to the information search and retrieval system.