PERSONALITY-BASED CHATBOT AND METHODS

• US 20160300570A1
• Filed: 06/20/2016
• Published: 10/13/2016
• Est. Priority Date: 06/19/2014
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: GUSTAFSON, David, DANSON, Christopher
• Granted Patent: US 9,847,084 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 3/167 Audio in a user interface, e.g. using voice commands for navigating, audio feedback
• CPC Class Codes: G06F 40/20 Natural language analysis semantic analysis of natural language G06F40/30
• CPC Class Codes: G10L 13/00 Speech synthesis; Text to speech systems
• CPC Class Codes: G10L 15/19 Grammatical context, e.g. disambiguation of the recognition hypotheses based on word sequence rules
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 15/30 Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
• CPC Class Codes: G10L 2015/088 Word spotting
• CPC Class Codes: G10L 25/51 for comparison or discrimination
• CPC Class Codes: G10L 25/63 for estimating an emotional state
• CPC Class Codes: G10L 25/66 for extracting parameters related to health condition detecting or measuring for diagnostic purposes A61B5/00
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Abstract

The methods, apparatus, and systems described herein assist a user with a request. The methods in part retrieve or determine a personality type of the user from three or more personality types based on one or more user communications, determine a set of outputs based on the user communication, rank outputs based on the user'"'"'s personality, engage with an external service to perform an action based on the communication, and determine a distress level or engagement level of the user, or both, based on the ranked and selected output and the modality of delivery, and weight the ranked and selected outputs for one or more future interactions with the user.

Claims

1. A system adapted to communicate with a user, which comprises:

a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instruction stored in association therewith that are accessible to, and executable by, the processor, where the plurality of instructions comprises;

instructions that, when executed, receive a user voice communication from a client device;

instructions that, when executed, convert the voice communication to text;

instructions that, when executed, retrieve or determine a personality type of the user from three or more personality types based on one or more user communications;

instructions that, when executed, determine a set of outputs based on the user communication;

instruction that, when executed, rank outputs based on the user'"'"'s personality type;

instructions that, when executed, engage with an external service to perform an action based on the communication; and

instructions that, when executed, determine a distress level or engagement level of the user, or both, based on the determined and ranked outputs and a modality of delivery of the action, and weight the determined and ranked outputs for one or more future interactions with the user.

2. The system of claim 1, wherein the instructions to retrieve or determine personality type of the user comprises instructions, that when executed, apply a linguistic-based algorithm to the user input.

3. The system of claim 1, further comprising instructions that, when executed, extracts one or more communication attributes from the input.

4. The system of claim 3, wherein each communication attribute comprises tone, tempo, pattern of speech, syntax, grammar, or any combination thereof.

5. The system of claim 1, further comprising instructions that, when executed, predict user input.

6. The system of claim 5, further comprising instructions that, when executed, rank the user input to prioritize inputs for the user.

7. The system of claim 1, further comprising instructions that, when executed, determine success of the output in addressing the user input.

8. The system of claim 7, wherein the success determination is aggregated based on repeated user communications.

9. The system of claim 1, wherein the personality type is retrieved from a pre-existing user profile.

10. The system of claim 1, wherein the instructions that retrieve or determine a personality type of the user are based on four or more personality types.

11. The system of claim 1, wherein the instructions that rank outputs are ranked based on the personality type of the user.

12. A method for communicating with a user, which comprises:

receiving a user voice communication from a client device;

converting the voice communication to text;

retrieving or determining a personality type of the user from three or more personality types based on one or more user communications;

determining a set of outputs based on the user communication;

ranking outputs based on the user'"'"'s personality type,

engaging with an external service to perform an action based on the communication; and

determining a distress level or engagement level of the user, or both, based on the determined and ranked set of outputs and the modality of delivery of the action, and weighting the determined and ranked outputs for one or more future interactions with the user.

13. The method of claim 12, wherein the retrieving or determining personality type of the user comprises applying a linguistic-based algorithm to the user input.

14. The method of claim 12, which further comprises extracting one or more communication attributes from the input.

15. The method of claim 14, wherein each communication attribute is selected to comprise tone, tempo, pattern of speech, syntax, grammar, or any combination thereof.

16. The method of claim 12, which further comprises predicting user input.

17. The method of claim 16, which further comprises ranking the user input to prioritize inputs for the user.

18. The method of claim 12, which further comprises determining success of the output in addressing the user input.

19. The method of claim 18, wherein the success determination is aggregated based on repeated user communications.

20. The method of claim 12, wherein the personality type is retrieved from a pre-existing user profile.

21. The method of claim 12, wherein the retrieving or determining a personality type of the user is based on four or more personality types.

22. The method of claim 12, wherein the ranking of outputs is based on the personality type of the user.

23. A method for assisting a user, which comprises:

receiving, by one or more processors, at least one input from the user;

determining, by one or more processors, a personality type of the user based on the at least one input;

determining, by one or more processors, a set of outputs based on the at least one input from the user;

ranking, by one or more processors, the outputs based on the user'"'"'s personality type;

engaging, by one or more processors, with an external service to perform an action based on the at least one input from the user; and

determining a distress level or engagement level of the user, or both, based on the determined and ranked outputs and the modality of delivery of the action, and weighting the determined and ranked outputs for one or more future interactions with the user.

24. The method of claim 23, wherein the determining a personality type comprises entering, by the one or more processors, the at least one input into an algorithm trained to output a personality type of the user.

25. A non-transitory computer readable medium comprising a plurality of instructions comprising:

instructions that, when executed, receive input from a user;

instructions that, when executed, identify a personality type of the user based on the input;

instructions that, when executed, extract at least one attribute from the input; and

instructions that, when executed, engage with an external service to perform an action based on the at least one attribute; and

instructions that, when executed, determine a distress level or engagement level of the user, or both, based on the identified personality type and the at least one attribute and a modality of delivery of the action, and weight the identified personality type and the at least one attribute for one or more future interactions with the user.