System and method for managing a dialog between a contact center system and a user thereof
US11134152B2 · kind B2 · utility
Inventors
Key dates
| Filing date | Nov 16, 2020 |
| Grant date | Sep 28, 2021 |
| Priority date | — |
| Expiry date | Nov 16, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5237
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A root behavior tree is stored with a flow control node and a plurality of child nodes. The flow control node may determine a sequence of execution of child nodes. A first-level behavior tree is stored and executed to accomplish a task with associated intent. The first-level tree comprises a child node of the root tree and nodes defining actions. A dialog between contact center and user is hosted over a communication channel and a processor receives inputs from the dialog and executes the root tree and the first-level tree as a child node of the root tree in response. Upon detecting a match between an input and a data pattern, the execution sequence within the root tree or a further tree is altered. Responsive to the altered sequence, an output is provided to cause an action.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.