Controlled question and answer knowledge system management confirming customer does not want to terminate/cancel service/relationship
US9864952B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 31, 2014 |
| Grant date | Jan 9, 2018 |
| Priority date | — |
| Expiry date | Mar 24, 2036 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06N5/04
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
In a system for knowledge system management, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: receive a question from a customer; determine whether to not the question satisfies a first criterion for obtaining an automated response to the question; in response to determining that the question satisfies the first criterion, transmit the question to a knowledge system for generating automated responses to questions; receive the automated response to the question from the knowledge system; determine whether or not the automated response satisfies a second criterion for providing the automated response to the customer; and in response to determining that the automated response satisfies the second criterion, transmit the automated response to an electronic device operated by the customer.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.