Methods, systems, and computer program products for providing automated customer service via an intelligent virtual agent that is trained using customer-agent conversations
US7305345B2 · kind B2 · utility
98Cited by
16References
66Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Feb 15, 2002 |
| Grant date | Dec 4, 2007 |
| Priority date | — |
| Expiry date | Nov 24, 2024 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/02
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A customer communication is responded to by receiving an utterance from the customer at an agent that executes on a data processing system. The agent uses a knowledge base that includes information extracted from one or more exemplary conversations to generate a response to the received utterance. The agent then sends the generated response to the customer.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.