ServiceNow, Inc.
Deriving multiple meaning representations for an utterance in a natural language understanding (NLU) framework

Abstract:

The present approaches are generally related to an agent automation framework that is capable of extracting meaning from user utterances, such as requests received by a virtual agent (e.g., a chat agent), and suitably responding to these user utterances. In certain aspects, the agent automation framework includes a NLU framework and an intent-entity model having defined intents and entities that are associated with sample utterances. The NLU framework may include a meaning extraction subsystem designed to generate meaning representations for the sample utterances of the intent-entity model to construct an understanding model, as well as generate meaning representations for a received user utterance to construct an utterance meaning model. The disclosed NLU framework may include a meaning search subsystem that is designed to search the meaning representations of the understanding model to locate matches for meaning representations of the utterance meaning model.