Dynamic topic guidance in the context of multi-round conversation
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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Abstract
A topic guidance method, system, and computer program product for creating a conversation model by learning a conversation pattern from a customer response to a conversation topic segment and suggesting a conversation topic for the agent to engage the customer in the conversation topic based on a customer response associated with the conversation model.
29 Citations
20 Claims
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1. A computer-implemented topic guidance method for a call between an agent and a customer, the method comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A computer program product for topic guidance for a call between an agent and a customer, the computer program product comprising a non-transitory computer readable storage medium having program instructions embodied therewith, the program instructions executable by a computer to cause the computer to perform:
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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 run-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. - View Dependent Claims (10, 11, 12, 13, 14)
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15. A topic guidance system for a call between an agent and a customer, said system comprising:
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a processor; and a memory, the memory storing instructions to cause the processor to perform; 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 run-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. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification