System and method for dynamic dialog control for contact center systems
US10630838B2 · kind B2 · utility
Inventors
Key dates
| Filing date | May 22, 2018 |
| Grant date | Apr 21, 2020 |
| Priority date | — |
| Expiry date | May 23, 2038 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/556
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A system and method for engaging in an automated dialog with a user. A processor retrieves a preset dialog flow that includes various blocks directing the dialog with the user. The processor provides a prompt to the user based on a current block of the dialog flow, receives an action from the user in response to the prompt, and retrieves a classification/decision tree corresponding to the dialog flow. The classification tree has a plurality of nodes mapped to the blocks of the dialog flow. Each of the nodes represents a user intent. The processor computes a probability for each of the nodes based on the action from the user. A particular one of the nodes is then selected based on the computed probabilities. A target block of the dialog flow is further identified based on the selected node, and a response is output in response to the identified target block.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.