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Data-driven dialogue enabled self-help systems

  • US 10,382,623 B2
  • Filed: 10/21/2015
  • Issued: 08/13/2019
  • Est. Priority Date: 10/21/2015
  • Status: Active Grant
First Claim
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1. A method for configuring an automated self-help system based on prior interactions between a plurality of customers and a plurality of agents of a contact center, the method comprising:

  • recognizing, by a processor, speech loaded from a call recording storage medium in the prior interactions between customers and agents to generate recognized text, the recognized text comprising a plurality of phrases, the phrases being classified into a plurality of clusters, the plurality of clusters comprising agent clusters corresponding to agent speech and customer clusters corresponding to customer speech;

    extracting, automatically by the processor, a plurality of sequences of clusters, each of the sequences of clusters corresponding to the phrases of one of the prior interactions;

    filtering, automatically by the processor, the sequences of clusters based on a criterion, the criterion comprising at least one of;

    success rate;

    frequency of use;

    orinteraction length;

    mining, automatically by the processor, a preliminary dialogue tree from the sequences of clusters, the mining comprising matching prefixes of the sequences to generate the preliminary dialogue tree, the preliminary dialogue tree comprising alternating layers of agent clusters and customer clusters;

    invoking configuration of the automated self-help system based on the preliminary dialogue tree; and

    outputting a dialogue tree, automatically generated based on the preliminary dialogue tree, for configuring the automated self-help system, the dialogue tree being customized for the contact center based on the prior interactions between the customers and agents of the contact center,the automated self-help system being configured to;

    present one or more options to a customer in accordance with a current node in the dialogue tree;

    receive an input from a customer;

    route the customer to a new node in the dialogue tree in accordance with the input; and

    generate, automatically, a response in accordance with the input and the new node.

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