Computerized dialog system improvements based on conversation data
US11605386B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 24, 2020 |
| Grant date | Mar 14, 2023 |
| Priority date | — |
| Expiry date | Sep 16, 2041 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F40/35
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
The computer receives a group of conversation data associated with the escalation node, identifies agent responses in the conversation data, and clusters them into agent response types. The computer identifies dialog state feature value sets for the conversations. The computer identifies feature value set associations with response types, and generates, Boolean expressions representing the feature value sets associated with each of the response types. The computer makes a recommendation to add to at least one child node for the escalation node, with the child node corresponding to one of the response types. The child node has, as an entry condition, the Boolean expression for the response type to which the child node corresponds. The child node has as an action, which according to some aspects, provides a response representative of the cluster of agent responses for the response type to which the child node corresponds.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.