Adaptive Virtual Intelligent Agent
First Claim
1. A conversational system comprising at least one server coupled to a telephone system wherein:
- the server comprises a context-and-meaning engine and a reasoning-and-inference engine;
the context-and-meaning engine is designed to configure a specific knowledge-tree graph instantiation derived from a knowledge-tree graph template using either at least one input received from an speech recognition engine in a caller session, or a type of entity associated with a call session;
said context-and-meaning engine is configured to define a type of relationship existing between said at least one input and one or more nodes in a specific knowledge-tree graph instantiation;
said context-and-meaning engine is configured to facilitate and transform caller inquiries and queries into structured meaning; and
said reasoning-and-inference engine is configured to trigger a method in said specific knowledge-tree graph instantiation in response to said at least one input.
0 Assignments
0 Petitions
Accused Products
Abstract
Embodiments of an adaptive virtual intelligent agent (“AVIA”) service are disclosed. It may include the functions of a human administrative assistant for an enterprise including customer support, customer relationship management, and fielding incoming caller inquiries. It also has multi-modal applications for the home through interaction with AVIA implemented in the home. It may engage in free-form natural language dialogs. During a dialog, embodiments maintain the context and meaning of the ongoing dialog and provides information and services as needed by the domain of the application. Over time, the service automatically extends its knowledge of the domain (as represented in the Knowledge Tree Graphs) through interaction with external resources. Embodiments can intelligently understand and converse with users using free-form speech without pre-programmed deterministic sequences of questions and answers, can dynamically determine what it needs to know to converse meaningfully with users, and knows how to obtain information it needs.
-
Citations
20 Claims
-
1. A conversational system comprising at least one server coupled to a telephone system wherein:
-
the server comprises a context-and-meaning engine and a reasoning-and-inference engine; the context-and-meaning engine is designed to configure a specific knowledge-tree graph instantiation derived from a knowledge-tree graph template using either at least one input received from an speech recognition engine in a caller session, or a type of entity associated with a call session; said context-and-meaning engine is configured to define a type of relationship existing between said at least one input and one or more nodes in a specific knowledge-tree graph instantiation; said context-and-meaning engine is configured to facilitate and transform caller inquiries and queries into structured meaning; and said reasoning-and-inference engine is configured to trigger a method in said specific knowledge-tree graph instantiation in response to said at least one input. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
-
-
10. A conversational system comprising a server coupled to a telephone system wherein said server further comprises:
-
a speech processing system further comprising a speech biometric engine configured with a speaker identification routine;
a language identification routine, and an audio recording mechanism;a reasoning-and-inference engine further comprising one or more agents chosen from the group consisting of an artificial intelligence engine, a Bayesian inference engine and a decision-making engine; an adaptive learning engine further comprising a deep neural network learning engine; and a plurality of data repositories including a data repository of phrase constructs, a customer-relationship management (CRM) data repository, and a business knowledge data repository, wherein; said speech biometric engine identifies a caller in a call session; if said caller is recognized, said reasoning-and-inference engine selects a knowledge-tree graph instantiation associated with said caller from said CRM data repository, and said reasoning-and-inference engine selects a prompt from said data repository of phrase constructs which has the highest likelihood, according to said agent, of being relevant to said call session based on a set of states in said caller'"'"'s knowledge-tree graph instantiation; and if said caller is not recognized, said reasoning-and-inference engine selects a knowledge-tree graph template from said business knowledge data repository associated with a type of business called in said call session; and
said reasoning-and-inference engine selects a prompt, from said data repository of phrase constructs, which has the highest likelihood, using said agent, of being relevant to said call session based on a set of states in a plurality of knowledge tree graph instantiations stored in said CRM data repository. - View Dependent Claims (11, 12, 13)
-
-
14. A method of interactively responding to voice comprising:
-
receiving a voice-based input; sending said voice-based input to a speech biometric engine to identify a speaker associated with said voice-based input; if said speaker is recognized, selecting a knowledge-tree graph instantiation associated with said speaker from a customer-relationship management data repository; if said speaker is not recognized, selecting a knowledge-tree graph template from a business knowledge data repository associated with a type of activity and creating a knowledge-tree graph instantiation which is associated with said speaker; and prompting said speaker with a phrase construct with the highest likelihood of being relevant to said activity based on an analysis of one or more contexts chosen from the group consisting of said knowledge-tree graph instantiation associated with said speaker, and a plurality of knowledge-tree graph instantiations stored in said customer-relationship management data repository associated with said activity. - View Dependent Claims (15, 16, 17, 18, 19, 20)
-
Specification