Abstract: An automated support process implemented with a language model may be improved by allowing a human agent to provide input to the language model to fix mistakes or otherwise improve the automated support process. In some implementations, a language model prompt may be used to instruct a language model to be able to provide a response that includes requesting assistance from a human agent. The request for assistance may then be sent to the human agent and a response from the human agent may then be processed by the language model to allow the language model to provide better responses for the support process. In some implementations, a human agent may monitor automated support sessions and provide unrequested input into a support session where needed to improve the quality of the support session.

Abstract: User interactions may be managed through a combination of automated language model prompts and feedback from a human agent. An implementation may include a communication processing circuit that receives and updates the session context with a user's natural language communication. A prompt generator circuit creates prompts that include the user's communication and descriptions of response types, such as replying to the user or requesting human agent assistance. The language model processes these prompts and generates responses, which are routed accordingly by a response routing circuit-either to the user or to a human agent for assistance. Additionally, a feedback circuit collects feedback from the human agent to update the session context.

Abstract: Natural language communications may be automated using language models and session contexts. A first session context may be created for communications between a language model and a first entity. Prompts may be generated using this session context, and responses from the language model may be used to communicate with the first entity. A second session context may also be created for communications between a language model and a second entity. Context transfer information may be generated by processing the first session context with a language model. The context transfer information may be added to the second session context. The second session context with the context transfer information may then be used to generate a communication to the second entity using a language model.

Abstract: An automated support process implemented with a language model may be improved by allowing a human agent to provide input to the language model to fix mistakes or otherwise improve the automated support process. In some implementations, a language model prompt may be used to instruct a language model to be able to provide a response that includes requesting assistance from a human agent. The request for assistance may then be sent to the human agent and a response from the human agent may then be processed by the language model to allow the language model to provide better responses for the support process. In some implementations, a human agent may monitor automated support sessions and provide unrequested input into a support session where needed to improve the quality of the support session.

Abstract: A company may implement automated workflows for convenience of users or to reduce support costs. For example, allowing a user to change an address using an automated workflow may be faster or less expensive than with a human agent. Companies may provide support over different types of communications channels with different capabilities, such as voice channels and text channels. Instead of implementing different workflows for different channels, a company may separate aspects of the workflow that are common to different channels from aspects of the workflow that are different for different channels. For example, a workflow may be implemented to determine an action in response to a received communication where the action may be used with multiple channels. The action may then be used to select an action implementation that is specific to a channel.

Abstract: A company may implement automated workflows for convenience of users or to reduce support costs. For example, allowing a user to change an address using an automated workflow may be faster or less expensive than with a human agent. Companies may provide support over different types of communications channels with different capabilities, such as voice channels and text channels. Instead of implementing different workflows for different channels, a company may separate aspects of the workflow that are common to different channels from aspects of the workflow that are different for different channels. For example, a workflow may be implemented to determine an action in response to a received communication where the action may be used with multiple channels. The action may then be used to select an action implementation that is specific to a channel.