Intervention in conversation between virtual agent and user

US10171662B1 · kind B1 · utility

Assignee

• International Business Machines Corporation · US

Inventors

• Xin Zhou · Shanghai, CN
• Li Jun Mei · Beijing, CN
• Qi Cheng Li · Beijing, CN
• Hao Chen · Beijing, CN
• Jian Wang · Erlangen, DE
• Shao Chun Li · Beijing, CN
• Yi Peng Yu · Beijing, CN

Key dates

• Filing date: Sep 22, 2017
• Grant date: Jan 1, 2019
• Expiry date: Sep 22, 2037

Classification

• Technology area (CPC G): Physics
• CPC primary: G10L15/22
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A computer-implemented method, apparatus, computer program product for intervention in a conversation between a virtual agent and a user is disclosed. In the computer-implemented method, a risk level of the conversation is evaluated. In response to the risk level being higher than a threshold, it is indicated that the conversation needs an intervention by a human agent. In response to the human agent intervening in the conversation, the conversation is handed over from the virtual agent to the human agent. Then, a simulative conversation is generated according to the conversation between the user and the human agent. In response to a determination by the human agent based on the simulative conversation, the conversation is handed over from the human agent to the virtual agent.