Intelligent agent assistant for natural language understanding in a customer service system
US11743378B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 23, 2020 |
| Grant date | Aug 29, 2023 |
| Priority date | — |
| Expiry date | Feb 25, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/403
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A virtual assistant system for communicating with customers uses human intelligence to correct any errors in the system AI, while collecting data for machine learning and future improvements for more automation. The system may use a modular design, with separate components for carrying out different system functions and sub-functions, and with frameworks for selecting the component best able to respond to a given customer conversation. The system may have agent assistance functionality that uses natural language processing to identity concepts in a user conversation and to illustrate that concepts within a graphical user interface of a human agent so that the human agent can more accurately and more rapidly assist the user in accomplishing the user's conversational objectives.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.