Natural language processing (NLP) and natural language generation (NLG) based on user context for enhanced contact center communication
US9454760B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 11, 2013 |
| Grant date | Sep 27, 2016 |
| Priority date | — |
| Expiry date | Apr 8, 2034 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F40/56
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Contact centers may incorporate automated agents to respond to inquiries. The inquiries may solicit a substantive response, for example, by providing a time when the inquiry asks for the departure time for a flight. Such responses omit the normal conversational subject matter used to embellish person-to-person conversations and appear are very machine-like. Herein, a source of user context, such as a social media website, customer database, or other data, is accessed. Certain aspects of the customer may then be identified and used to embellish the reply with additional and/or alternative content. As a result, the reply may be more conversational.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.