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Dynamic topic guidance in the context of multi-round conversation

  • US 10,296,830 B2
  • Filed: 04/18/2018
  • Issued: 05/21/2019
  • Est. Priority Date: 04/28/2017
  • Status: Active Grant
First Claim
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1. A computer-implemented topic guidance method for a call between an agent and a customer, the method comprising:

  • in a training phase of a conversation model;

    creating, via a processor on a computer, the conversation model by learning a conversation pattern from a conversation topic segment based on successful and unsuccessful recorded dialog for all agents and customers in a history database; and

    in a nun-time phase of the conversation model;

    suggesting, via the processor on the computer, a conversation topic for the agent to engage the customer based on the learned conversation model and via a multi-round conversation to assist the agent to make a successful selling, the conversation model is unchanged during the run-time phase.

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