System and method for electronic communication management
First Claim
1. An electronic communications management system for managing electronic communications, comprising:
- a contact center configured to send and receive electronic communications;
a modeling engine configured to analyze an electronic communication received by the contact center and determine an intent of the received electronic communication, wherein the modeling engine is configured to automatically retrieve a model based on the intent of the received electronic communication;
an adaptive knowledge base configured to store the models used by the modeling engine; and
a feedback module configured to compare an actual response to the received electronic communication with a predicted response to the received electronic communication generated using the retrieved model and provide feedback to the modeling engine, which uses the feedback to update the models in the adaptive knowledge base, so as to improve subsequent predicted responses by the electronic communications management system to received electronic communications.
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Accused Products
Abstract
A system and method for electronic communication management comprises a universal data model, a modeling engine, and an adaptive knowledge base. The modeling engine includes a natural language processor and a statistical modeler. A communication is translated from its native format into the universal data model. The modeling engine determines the intent of the communication using the natural language processor and the statistical modeler. A response is generated, either automatically or by an agent. An audit module analyzes each response and provides feedback to the modeling engine and the adaptive knowledge base. The modeling engine uses the feedback to update models in the adaptive knowledge base. The modeling engine supports various application specific modules.
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Citations
19 Claims
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1. An electronic communications management system for managing electronic communications, comprising:
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a contact center configured to send and receive electronic communications; a modeling engine configured to analyze an electronic communication received by the contact center and determine an intent of the received electronic communication, wherein the modeling engine is configured to automatically retrieve a model based on the intent of the received electronic communication; an adaptive knowledge base configured to store the models used by the modeling engine; and a feedback module configured to compare an actual response to the received electronic communication with a predicted response to the received electronic communication generated using the retrieved model and provide feedback to the modeling engine, which uses the feedback to update the models in the adaptive knowledge base, so as to improve subsequent predicted responses by the electronic communications management system to received electronic communications. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A method for managing electronic communications in an electronic communications management system, the method comprising:
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receiving an electronic communication at a contact center; analyzing the received electronic communication in a modeling engine to determine an intent of the received electronic communication, wherein the modeling engine is configured to automatically retrieve a model based on the intent of the received electronic communication; generating a predicted response to the received electronic communication based on the intent of the received electronic communication using the retrieved model; generating an actual response to the received electronic communication; and comparing the actual response to the predicted response in a feedback module to provide feedback to the modeling engine, which uses the feedback to update models in an adaptive knowledge base, so as to improve subsequent predicted responses by the electronic communications management system to received electronic communications. - View Dependent Claims (13, 14, 15, 16, 17)
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18. A computer-usable medium having a program embodied thereon, the program being executable by a computer to perform a method for managing electronic communications in an electronic communications management system, the method comprising:
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receiving an electronic communication at a contact center; analyzing the received electronic communication in a modeling engine to determine an intent of the received electronic communication, wherein the modeling engine is configured to automatically retrieve a model based on the intent of the received electronic communication; generating a predicted response to the received electronic communication based on the intent of the received electronic communication using the retrieved model; generating an actual response to the received electronic communication; and comparing the actual response and the predicted response in a feedback module to provide feedback to the modeling engine, which uses the feedback to update models in an adaptive knowledge base, so as to improve subsequent predicted responses by the electronic communications management system to received electronic communications.
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19. An electronic communications management system for managing electronic communications, comprising:
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means for receiving an electronic communication at a contact center; means for analyzing the received electronic communication in a modeling engine to determine an intent of the received electronic communication, wherein the modeling engine is configured to automatically retrieve a model from an adaptive knowledge base based on the intent of the received electronic communication; means for predicting a response to the received electronic communication based on the intent and generating a predicted response using the retrieved model; means for generating an actual response to the received electronic communication; and means for comprising the actual response and the predicted response in a feedback module to provide feedback to the modeling engine, which uses the feedback to update models in the adaptive knowledge base, so as to improve subsequent predictions by the electronic communications management system to received electronic communications.
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Specification