System and method for dynamic dialog control for contact center system
US11019205B2 · kind B2 · utility
Inventors
Key dates
| Filing date | Mar 14, 2020 |
| Grant date | May 25, 2021 |
| Priority date | — |
| Expiry date | Mar 14, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/556
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method for engaging in an automated dialog with a user that includes: retrieving a preset dialog flow that includes various blocks directing the dialog with the user; providing a prompt to the user based on a current block of the dialog flow; receiving an action from the user in response to the prompt; and retrieving a classification tree corresponding to the dialog flow. The classification tree has a plurality of nodes mapped to the blocks of the dialog flow representing user intents. 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 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.