Methods and systems for processing customer inquiries
US11151578B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 31, 2018 |
| Grant date | Oct 19, 2021 |
| Priority date | — |
| Expiry date | Jul 19, 2039 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F40/35
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Embodiments of the disclosure provide a method and system for processing a customer inquiry. The method includes obtaining multiple conversations. Each of the conversations includes multiple conversation entries associated with the conversation. The method also includes, for each of the conversations, generating a directed path from a start to an end of the historical conversation. The directed path includes multiple edges and vertices. Each of the edges represents a conversation entry or an API call associated with the conversation, and each of the vertices represents a state of the conversation. The method further includes generating a directed graph based on the generated directed paths and determining an optimized directed path based on the directed graph. The method also includes receiving a customer inquiry from a user device associated with a customer, and generating a response based on the optimized directed path.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.