Patent Publication Number: US-11379182-B1

Title: Conversational virtual assistant

Description:
CROSS-REFERENCE TO RELATED APPLICATIONS 
     This application is a continuation of U.S. application Ser. No. 15/698,494, filed Sep. 7, 2017, entitled “CONVERSATIONAL VIRTUAL ASSISTANT,” now allowed, which is a non-provisional of and claims priority to U.S. Provisional Application No. 62/385,384, filed on Sep. 9, 2016, entitled “CONVERSATIONAL VIRTUAL ASSISTANT,” both of which are hereby incorporated by reference in their entireties for all purposes. 
    
    
     TECHNICAL FIELD 
     Various embodiments of the present disclosure generally relate to assisting users. More specifically, various embodiments of the present disclosure relate to a conversational virtual assistant. 
     BACKGROUND 
     Many companies depend on interactive voice response (IVR) systems, representatives, websites, or mobile applications to provide service to their customers or potential customers. Each have their strengths and weaknesses—there may be a wait time for a representative and it may not be the correct representative, an IVR may not have the right selection for the customer, and the website or the mobile application may not have all the detailed information needed for the customer&#39;s particular situation. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
       Embodiments of the present disclosure will be described and explained through the use of the accompanying drawings, in which: 
         FIG. 1  illustrates an example of a network-based operating environment in accordance with various embodiments of the present disclosure; 
         FIG. 2  illustrates various components of a computing device that may be used in accordance with one or more embodiments of the present disclosure; 
         FIG. 3  illustrates various components of a virtual assistant platform that may be used in accordance with various embodiments of the present disclosure; 
         FIG. 4  is a flowchart illustrating a set of operations for providing assistance to a user via a virtual assistant platform in accordance with various embodiments of the present disclosure; 
         FIGS. 5-10  are examples of user interfaces that may be used in accordance with various embodiments of the present disclosure; and 
         FIG. 11  illustrates an example of a computer system with which some embodiments of the present disclosure may be used. 
     
    
    
     DETAILED DESCRIPTION 
     Mobile applications, websites, and other resources have made it easy for users to “self-service,” that is, users can look at a website or application to find the answer to a question or to take an action, as opposed to calling an organization for information or to request an action. In many cases, users would rather self-service than call. However, users can become frustrated if, while navigating a website or an application, they are not able to locate the functionality or information they desire. If users then decide to call the organization, they may be frustrated before the call even begins. When callers are frustrated before calling an organization, or become frustrated with an interactive voice response (“IVR”) system, callers tend to state the word “representative” in hopes of being taken out of the IVR flow and being connected to a human who can help them more immediately. This situation creates a dilemma for companies. On the one hand, companies do not want frustrated callers to be forced to listen to an IVR; on the other hand, companies do not like the inefficiency of directing users to a representative who is not knowledgeable in the area for which the user is calling. From the company&#39;s perspective, it is much more efficient to have users find the answer via the website or application or to determine what the caller is calling about and direct the caller to the appropriate representative directly (i.e., without needing to transfer the call). 
     Embodiments described herein provide a conversational virtual assistant that assists users by providing, in a conversational manner via a device, the help or answers that users are looking for on the website or an application, as well as by performing actions that users request (e.g., canceling a credit card, replacing a credit card, performing a transfer). Moreover, the conversational virtual assistant uses personal information about the user, along with contact center information, to provide a personalized, real-time contact menu with options for the user. 
     This disclosure describes authentication systems and methods designed to increase the efficiency of communications between a user and an organization. Various embodiments may provide one or more of the following technological improvements: (1) improved accuracy in identifying user questions or navigational issues; (2) increased efficiency in directing a caller, resulting in a shorter call time; (3) real-time or near real-time assistance including actions via a conversational virtual assistant; and (4) an efficient manner of determining contact options with real-time personalized information and creation of a contact option menu that is adaptable to multiple channels, including mobile applications and websites. 
     In the following description, numerous specific details are set forth to provide a thorough understanding of embodiments of the present disclosure. However, it will be apparent to one skilled in the art upon reading the disclosure that embodiments may be practiced without some of these specific details. 
     Moreover, the techniques introduced here can be embodied as special-purpose hardware (e.g., circuitry), as programmable circuitry appropriately programmed with software and/or firmware, or as a combination of special-purpose and programmable circuitry. Hence, embodiments may include a machine-readable medium having stored thereon instructions that may be used to program a computer (or other electronic devices) to perform a process. The machine-readable medium may include, but is not limited to, floppy diskettes, optical discs, compact disc read-only memories (CD-ROMs), magneto-optical discs, read-only memories (ROMs), random-access memories (RAMs), erasable programmable read-only memories (EPROMs), electrically erasable programmable read-only memories (EEPROMs), magnetic or optical cards, flash memory, or other types of machine-readable media suitable for storing electronic instructions. 
       FIG. 1  illustrates an example of a network-based operating environment  100  in which some embodiments of the present disclosure may be used. As illustrated in  FIG. 1 , operating environment  100  may include applications  105 A- 105 N running on one or more computing devices  110 A- 110 M (such as a mobile device; a mobile phone; a telephone; a tablet computer; a mobile media device; a mobile gaming device; a vehicle-based computer; a dedicated terminal; a public terminal, desktop, or laptop computer; a kiosk; wearable devices such as a smartwatch; etc.). In some embodiments, applications  105 A- 105 N may be stored on one or more computing devices  110 A- 110 M or may be stored remotely on a server (in the “cloud”). These computing devices can include mechanisms for receiving and sending traffic by connecting through network  115  to third party  135 , virtual assistant platform  120 , and data stores  125  and  130 . 
     Computing devices  110 A- 110 M may be configured to communicate via network  115  with virtual assistant platform  120 . In some embodiments, computing devices  110 A- 110 M can retrieve or submit information to virtual assistant platform  120  and run one or more applications with customized content retrieved by virtual assistant platform  120  and data stores  125  and  130 . For example, computing devices  110 A- 110 M can execute a browser application or a customized client to enable interaction between the computing devices  110 A- 110 M, virtual assistant platform  120 , and data stores  125  and  130 . 
     Network  115  can be any combination of local area and/or wide area networks using wired and/or wireless communication systems. Network  115  can be or could use any one or more protocols/technologies: Ethernet, IEEE 802.11 or Wi-Fi, worldwide interoperability for microwave access (WiMAX), cellular telecommunication (e.g., 3G, 4G, 5G), CDMA, cable, digital subscriber line (DSL), etc. Similarly, the networking protocols used on network  115  may include multiprotocol label switching (MPLS), transmission control protocol/Internet protocol (TCP/IP), user datagram protocol (UDP), hypertext transport protocol (HTTP), simple mail transfer protocol (SMTP), and file transfer protocol (FTP). Data exchanged over network  115  may be represented using technologies, languages, and/or formats including hypertext markup language (HTML), or extensible markup language (XML). In addition, all or some links can be encrypted using conventional encryption technologies such as secure sockets layer (SSL), transport layer security (TLS), and Internet Protocol Security (IPSec). 
     Virtual assistant platform  120  can run on one or more servers and can be used to receive navigational or help questions, gather information and determine contact options based on the information, perform actions for the user (e.g., fill out forms), store previous conversations, communicate with third parties (e.g., for natural language processing or other services), store profiles and/or policies in data stores  125  and  130 , and/or perform other activities. In some embodiments, virtual assistant platform  120  includes various data processing and analytic tools that allow it to determine answers and take actions for the user. In some embodiments, virtual assistant platform  120  is a server. 
     Virtual assistant platform  120  may be communicably coupled with third party  135 , data stores  125  and  130 , and computing devices  110 A- 110 M, and may communicate, access, or receive data (e.g., device information, authentication information) from third party  135 , computing devices  110 A- 110 M, and data stores  125  and  130 . Virtual assistant platform  120  may be associated with a membership organization (e.g., a financial institution or an insurance company), and the callers may be members of the membership organization. 
     Virtual assistant platform  120  may be customized or calibrated by individual companies or service providers based on user needs and/or business objectives. For example, companies may have different business rules and/or contact options for providing assistance to a user. 
     Data stores  125  and  130  can be used to manage storage and access to user data such as user profiles, website or mobile application search history, account information, registered devices, user preferences, virtual assistant conversation logs, location information, security questions and answers, and other information. Data stores  125  and  130  may be data repositories of a set of integrated objects that are modeled using classes defined in database schemas. Data stores  125  and  130  may further include flat files that can store data. Virtual assistant platform  120  and/or other servers may collect and/or access data from data stores  125  and  130 . 
     Third party  135  may be any type of service to assist with natural language processing, applying rules, determining wait times, and/or providing other functions related to virtual assistance. In some embodiments, third party  135  can receive a command or question from the user or from virtual assistant platform  120 , determine what the user said, process the command or request, and report the command or request to virtual assistant platform  120 . 
       FIG. 2  illustrates a set of components  200  within computing device  110  according to one or more embodiments of the present disclosure. According to the embodiments shown in  FIG. 2 , computing device  110  can include memory  205 , one or more processors  210 , operating system  215 , application  220 , communications module  225 , and graphical user interface (GUI) generation module  230 . Other embodiments of the present disclosure may include some, all, or none of these modules and components, along with other modules, applications, and/or components. Still yet, some embodiments may incorporate two or more of these modules and components into a single module and/or associate a portion of the functionality of one or more of these modules with a different module. For example, in one embodiment, application  220  and communications module  225  can be combined into a single component. 
     Memory  205  can be any device, mechanism, or populated data structure used for storing information. In accordance with some embodiments of the present disclosure, memory  205  can encompass, but is not limited to, any type of volatile memory, nonvolatile memory, or dynamic memory. For example, memory  205  can be random-access memory (RAM), memory storage devices, optical memory devices, magnetic media, floppy disks, magnetic tapes, hard drives, single inline memory modules (SIMMs), synchronous dynamic random-access memory (SDRAM), dual inline memory modules (DIMMs), Rambus dynamic random-access memory (RDRAM), double data rate random-access memory (DDR RAM), small outline dual inline memory modules (SODIMMs), EPROM, EEPROM, compact discs, DVDs, and/or the like. In accordance with some embodiments, memory  205  may include one or more disk drives or flash drives; one or more databases; one or more tables; or one or more files, local cache memories, processor cache memories, relational databases, flat databases; and/or the like. In addition, those of ordinary skill in the art will appreciate many additional devices and techniques for storing information that can be used as memory  205 . 
     Memory  205  may be used to store instructions for running one or more applications or modules on processor(s)  210 . For example, memory  205  could be used in one or more embodiments to house all or some of the instructions needed to execute the functionality of operating system  215 , application  220 , communications module  225 , and GUI generation module  230 . 
     Operating system  215  can provide a software package that is capable of managing the hardware resources of computing device  110 . Operating system  215  can also provide common services for software applications running on processor(s)  210 . In accordance with various embodiments, operating system  215  can coordinate resources for multiple applications  220  that allow a user to access and interact with virtual assistant platform  120 . For example, application  220  can include an application for a financial service application, a money transfer application, a social networking application, and a gaming application. 
     Application  220  can access a server and/or a platform associated with an organization (e.g., virtual assistant platform  120 ) to display account data, receive transaction requests, display authentication requests and confirmations, and collect account information. For example, application  220  may be used to display an auto insurance card, report a lost payment instrument, request a new payment instrument, report that the user will be traveling, request account information, and/or deposit a check. In some embodiments, the requests are received and analyzed on computing device  110 , and in other embodiments, the request is received on computing device  110  and sent to a server of an organization by communications module  225  for analysis. Should the user have a question, a “help” or “contact us” (or similar) button can be selected, which launches a virtual assistant to help the user navigate application  220  or to provide the user with additional contact options and wait times. 
     Communications module  225  can communicate with a third party (e.g., third party  135 ) and/or a server (e.g., virtual assistant platform  120 ). For example, communications module  225  can receive requests from application  220  and communicate the requests to the appropriate party, as well as receive responses to the requests. In some embodiments, communications module  225  can initiate an in-application call from the virtual assistant if the user selects a call option from a contact menu. 
     GUI generation module  230  can generate one or more GUI screens that allow for interaction with a user. In at least one embodiment, GUI generation module  230  generates a graphical user interface receiving and/or conveying information to the user. For example, the GUI generation module  230  may display a conversational virtual assistant when assistance is needed, and the conversational virtual assistant can display account status, automobile insurance cards, and other information for the user. GUI generation module  230  may further display archived conversations with the virtual assistant. 
       FIG. 3  illustrates a set of components within virtual assistant platform  120  according to one or more embodiments of the present disclosure. According to the embodiments shown in  FIG. 3 , virtual assistant platform  120  can include memory  305 , one or more processors  310 , request receiving module  315 , conversation module  320 , contact option module  325 , action module  330 , and GUI generation module  335 . Other embodiments of the present disclosure may include some, all, or none of these modules and components, along with other modules, applications, and/or components. Still yet, some embodiments may incorporate two or more of these modules and components into a single module and/or associate a portion of the functionality of one or more of these modules with a different module. 
     Memory  305  can be any device, mechanism, or populated data structure used for storing information as described above for memory  205 . Memory  305  may be used to store instructions for running one or more applications or modules on processor(s)  310 . For example, memory  305  could be used in one or more embodiments to house all or some of the instructions needed to execute the functionality of request receiving module  315 , conversation module  320 , contact option module  325 , action module  330 , and GUI generation module  335 . 
     Request receiving module  315  receives a request for assistance. The request may be received via a “help” or “contact us” icon on a mobile application or website. Upon receiving a request for assistance, request receiving module  315  can cause a virtual assistant to pop up on the user&#39;s device. The system can communicate with the user via conversation module  320 . 
     Conversation module  320  can allow the user to converse with the virtual assistant to obtain assistance. Conversation module  320  can simply ask the user the subject matter of the inquisition or can determine the likely subject of the request using a technique or a combination of techniques. For example, conversation module  320  can gather information regarding the user&#39;s accounts, products, or services, determine the user&#39;s last visited tab on the mobile application or website (or look within a previous time frame (e.g., 24 hours)), and/or check for recent product activity (e.g., claims, transfers, bills) and deduce one or more topics that may be the subject of the request. In a specific example, if the user has a credit card bill coming due within a period of time and if the user has recently been searching for insurance quotes on certain vehicles, conversation module  320  can provide a selection of topics that includes “Credit Card Bill,” “Insurance Quotes,” and “Other.” If conversation module  320  provides a selection of topics, the user can select a topic by tapping one of the options, or by typing, speaking, or otherwise communicating the selection. In some embodiments, conversation module  320  provides the subject information to contact option module  325 . 
     In some embodiments, conversation module  320  can request additional information. For example, if the user asks to see an account balance and conversation module  320  detects that there is more than one account associated with the user, then conversation module  320  can list out the different accounts and ask the user to select one of these accounts. 
     In some embodiments, the user can make selections presented by the virtual assistant and later change the selection by pressing a “Tap to Undo” button (e.g.,  FIG. 5 ). Thus, if the user wants to see the answer for a different response or subject, the user can easily go back in history and find the answer. In some embodiments, the user can speak or type into the user&#39;s device to communicate with the virtual assistant. 
     Contact option module  325  determines contact options for the user once conversation module  320  has determined a subject matter of the request. The options can be displayed in a menu, as shown, for example, in  FIG. 9 . The contact menu can include options to call a representative, chat with a representative, video conference with a representative, continue using the virtual assistant, set up an appointment with a representative, or other options. Because contact option module  325  is aware of the subject of the request from conversation module  320 , contact option module  325  can determine and provide wait times for the user to speak with a representative who will be able to assist the user. For example, if the user has an automobile insurance question, then the wait time will reflect the wait time it will take for the user to speak with a representative who has experience with automobile insurance and can help the user with the automobile insurance question. In some embodiments, when the user clicks on the “call a representative” button, the call is directed via an application (e.g., mobile application) directly to the correct representative. 
     In some embodiments, contact option module  325  can determine which option is most recommended for the user. For example, if it is after hours, the contact menu may determine and state that the call center is closed and provide the hours the user can call, and further determine and state that the quickest option is to let the virtual assistant assist the user. Thus, virtual assistant platform  120  can use both contact center information and personalized user information to determine best options and estimated wait times for the user. 
     Action module  330  can receive an action from the user via conversation module  320 . An example of a command may be “transfer $200 from Account 1 to Account 2.” If the action or command is spoken, the speech is processed into text. Then, action module  330  processes the action by piecing each portion of the speech into an action and having the user verify the action. Thus, the user does not have to go to the user&#39;s account to take an action—the action can be taken via the conversational virtual assistant, and necessary forms can be filled out to effectuate the action (e.g.,  FIG. 10 ) with no further action from the user or a human representative. Examples of other actions the conversational assistant can help with include replacing or canceling a stolen or lost payment instrument, activating a new payment instrument, transferring funds, paying a bill, ordering checks, increasing a withdrawal limit, viewing an insurance policy, finding a banking location, or sending roadside assistance. 
     GUI generation module  335  is capable of generating one or more GUI screens that allow interaction with a user. In at least one embodiment, GUI generation module  335  generates a graphical user interface receiving information from and/or conveying information to the user. For example, GUI generation module  335  can display the user&#39;s conversation with the virtual assistant so that a representative can understand what the user has already been asked and to better understand the user&#39;s question. 
       FIG. 4  is a flowchart illustrating sets of operations  400  for assisting a user using a conversational virtual assistant. In some embodiments, fewer than all of the operations in each set of operations are performed, whereas in other embodiments additional operations are performed. Moreover, in some embodiments, the operations may be performed in different orders or in parallel. The operations can be performed by components  200  of computing device  110  illustrated in  FIG. 2 , by third party  135 , and/or by various components of virtual assistant platform  120  illustrated in  FIG. 3 . 
     Receiving operation  402  receives a request for assistance from a user. The user may be using a mobile application or a website and select “help” or “contact us” or something similar. In response to receiving the request for assistance, launching operation  404  launches a conversational virtual assistant on the user&#39;s device. The conversational virtual assistant can ask the user various questions to elicit user information about what help the user is seeking. The virtual assistant can also use recent website or mobile application search history, the webpage or tab the virtual assistant was launched from, and/or specific information regarding the user&#39;s profile (e.g., new products purchased, claims made by the user, bills owed by the user) to determine a likely subject of the user&#39;s inquisition. 
     Determining operation  406  determines at least one potential subject of the request and can present the options to the user (e.g., “Do you need more information or help with account X, claim Y, or bill Z?”). Receiving operation  408  receives a verification (e.g., verbal, tap, or typed selection) of the subject. Creating operation  410  creates a contact menu with options for the user to receive assistance regarding the subject. The options may include an option to speak with a targeted representative (i.e., a representative with knowledge of the subject), chat online with a targeted representative, video conference with a targeted representative, or continue conversing with the virtual assistant. The options may include additional information, such as estimated wait times for a targeted representative (e.g., “Call representative, estimated wait time of 3 minutes”), hours of operation (e.g., “the call center is closed now but will reopen at 6 am CDT”), and recommendations on which option to select (e.g., “this action will take approximately 2 minutes using the virtual assistant, approximately 5 minutes using a representative”). The system may poll the targeted representatives or review the number of callers ahead of the caller to determine the estimated wait time for a targeted representative. Receiving operation  412  receives a selection of one of the options on the contact menu, and the user is serviced accordingly. 
     As shown in  FIG. 5 , the virtual assistant can simply state, “How can I help you?” and the user can type or verbally state a question (e.g., “What is USAA&#39;s Routing Number?”). The virtual assistant can then provide the routing number and further anticipate additional questions (e.g., “Would you also like to see your account number?”). The user can select “yes” or “no” by tapping one of the options. 
     As shown in  FIG. 6 , the user asks for a routing number and the virtual assistant identifies that more than one account is associated with the user. Thus, the virtual assistant asks the user to choose which account the user needs the routing number from. The virtual assistant can provide a selectable list for the user. As shown in  FIG. 7 , when the user selects an account, the virtual assistant provides the routing number. 
     As shown in  FIG. 8 , the user is being provided with a list of the user&#39;s accounts and account balances. The user can select an account to view additional information. 
     As shown in  FIG. 9 , the user is presented with a contact menu. The user is provided with options, including a self-help option if available (e.g., virtual assistant can help with the action or direct the user to a page or tab in the application (e.g., “Change PIN now in App)), an option to call a representative with a wait time, or an option to chat. 
     As shown in  FIG. 10 , the user can use the virtual assistant to fill out a form to complete an action for the user. Thus, just by speaking to the virtual assistant, the user can cause a command to be executed with no further human interaction from either the user or a representative. 
     Computer System Overview 
     Embodiments of the present disclosure include various steps and operations, which have been described above. A variety of these steps and operations may be performed by hardware components or may be embodied in machine-executable instructions, which may be used to cause a general-purpose or special-purpose processor programmed with the instructions to perform the steps. Alternatively, the steps may be performed by a combination of hardware, software, and/or firmware. As such,  FIG. 11  is an example of a computer system  1100  with which embodiments of the present disclosure may be utilized. According to the present example, the computer system  1100  includes an interconnect  1110 , at least one processor  1120 , at least one communication port  1130 , a main memory  1140 , a removable storage media  1150 , a read-only memory  1160 , and a mass storage device  1170 . 
     Processor(s)  1120  can be any known processor, such as, but not limited to, an Intel® Itanium® or Itanium 2® processor(s), or AMD® Opteron® or Athlon MP® processor(s), or Motorola® lines of processors. Communication port(s)  1130  can be a RS-232 port for use with a modem-based dial-up connection, a 10/100 Ethernet port, or a Gigabit port using copper or fiber. Communication port(s)  1130  may be chosen depending on the type of network such as a Local Area Network (LAN), Wide Area Network (WAN), or any network to which the computer system  1100  connects. 
     Main memory  1140  can be random access memory (RAM) or any other dynamic storage device(s) commonly known in the art. Read-only memory  1160  can be any static storage device(s) such as programmable read-only memory (PROM) chips for storing static information, such as instructions for processor(s)  1120 . 
     Mass storage device  1170  can be used to store information and instructions. Mass storage devices that may be used include hard disks such as the Adaptec® family of SCSI (small computer system interface) drives, optical discs, an array of discs such as RAID (redundant array of independent disks), the Adaptec® family of RAID drives, or any other mass storage device. 
     Interconnect  1110  communicatively couples processor(s)  1120  with the other memory, storage, and communication blocks. Depending on the storage devices used, interconnect  1110  can be a PCI/PCI-X- or SCSI-based system bus. 
     Removable storage media  1150  can be any type of external hard drive, floppy drive, IOMEGA® Zip Drives, compact disc read-only memory (CD-ROM), compact disc re-writable (CD-RW), and/or digital video disc read-only memory (DVD-ROM). 
     The components described above are meant to exemplify some types of possibilities. In no way should the aforementioned examples limit the disclosure, as they are only exemplary embodiments. 
     Terminology 
     Brief definitions of terms, abbreviations, and phrases used throughout this application and the appendices are given below. 
     The terms “connected” or “coupled” and related terms are used in an operational sense and are not necessarily limited to a direct physical connection or coupling. Thus, for example, two devices may be coupled directly or via one or more intermediary media or devices. As another example, devices may be coupled in such a way that information can be passed therebetween, while not sharing any physical connection with one another. Based on the disclosure provided herein, one of ordinary skill in the art will appreciate a variety of ways in which a connection or a coupling exists in accordance with the aforementioned definition. 
     The phrases “in some embodiments,” “according to some embodiments,” “in the embodiments shown,” “in other embodiments,” “embodiments,” and the like generally mean that the particular feature, structure, or characteristic following the phrase is included in at least one embodiment of the present disclosure and may be included in more than one embodiment of the present disclosure. In addition, such phrases do not necessarily refer to the same embodiments or to different embodiments. 
     If the specification states a component or feature “may,” “can,” “could,” or “might” be included or have a characteristic, that particular component or feature is not required to be included or have the characteristic. 
     The term “responsive” encompasses being completely or partially responsive. 
     The term “module” refers broadly to a software, hardware, or firmware (or any combination thereof) component. Modules are typically functional components that can generate useful data or other output using specified input(s). A module may or may not be self-contained. An application program (also called an “application”) may include one or more modules; or a module can include one or more application programs. 
     The term “network” generally refers to a group of interconnected devices capable of exchanging information. A network may be as small as several personal computers on a local area network (LAN) or as large as the Internet, a worldwide network of computers. As used herein, “network” is intended to encompass any network capable of transmitting information from one entity to another. In some cases, a network may comprise multiple networks—even multiple heterogeneous networks—such as one or more border networks, voice networks, broadband networks, financial networks, service provider networks, Internet service provider (ISP) networks, and/or public switched telephone networks (PSTNs) interconnected via gateways operable to facilitate communications between and among the various networks. 
     Also, for the sake of illustration, various embodiments of the present disclosure have herein been described in the context of computer programs, physical components, and logical interactions within modern computer networks. More importantly, while these embodiments describe various embodiments of the present disclosure in relation to modern computer networks and programs, the method and apparatus described herein are equally applicable to other systems, devices, and networks, as one skilled in the art will appreciate. As such, the illustrated applications of the embodiments of the present disclosure are not meant to be limiting, but instead, are meant to be examples. Other systems, devices, and networks to which embodiments of the present disclosure are applicable include, but are not limited to, other types of communication and computer devices and systems. More specifically, embodiments are applicable to communication systems, services, and devices, such as cell phone networks and compatible devices. In addition, embodiments are applicable to all levels of computing, from the personal computer to large network mainframes and servers. 
     In conclusion, the present disclosure discloses novel systems, methods, and arrangements for assisting a caller using a conversational virtual assistant. While detailed descriptions of one or more embodiments of the disclosure have been given above, various alternatives, modifications, and equivalents will be apparent to those skilled in the art without varying from the spirit of the disclosure. For example, while the embodiments described above refer to particular features, the scope of this disclosure also includes embodiments that have different combinations of features and embodiments that do not include all of the described features. Accordingly, the scope of the present disclosure is intended to embrace all such alternatives, modifications, and variations that fall within the scope of the claims, together with all equivalents thereof. Therefore, the above description should not be taken as limiting.