Systems and methods for chatbot generation
US10498898B2 · kind B2 · utility
Inventors
Key dates
| Filing date | Dec 13, 2017 |
| Grant date | Dec 3, 2019 |
| Priority date | — |
| Expiry date | Dec 21, 2037 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L25/30
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method for configuring a topic-specific chatbot: clustering, by a processor, a plurality of transcripts of interactions between customers and human agents of a contact center of an enterprise to generate a plurality of clusters of interactions, each cluster of interactions corresponding to a topic, each of the interactions including agent phrases and customer phrases; for each cluster of the plurality of clusters of interactions: extracting, by the processor, a topic-specific dialogue tree for the cluster; pruning, by the processor, the topic-specific dialogue tree to generate a deterministic dialogue tree; and configuring, by the processor, a topic-specific chatbot in accordance with the deterministic dialogue tree; and outputting, by the processor, the one or more topic-specific chatbots, each of the topic-specific chatbots being configured to generate, automatically, responses to messages regarding the topic of the topic-specific chatbot from a customer in an interaction between the customer and the enterprise.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.