Methods, systems, and computer program products for providing automated customer service via an intelligent virtual agent that is trained using customer-agent conversations
First Claim
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1. A method of responding to a customer communication, comprising:
- receiving an utterance from the customer at an agent executing on a data processing system;
generating a response to the utterance received from the customer at the agent based on a knowledge base that comprises information extracted from at least one exemplary conversation, wherein the at least one exemplary conversation comprises an exchange of utterances; and
sending the response from the agent to the customer.
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Abstract
A customer communication is responded to by receiving an utterance from the customer at an agent that executes on a data processing system. The agent uses a knowledge base that includes information extracted from one or more exemplary conversations to generate a response to the received utterance. The agent then sends the generated response to the customer.
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Citations
66 Claims
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1. A method of responding to a customer communication, comprising:
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receiving an utterance from the customer at an agent executing on a data processing system; generating a response to the utterance received from the customer at the agent based on a knowledge base that comprises information extracted from at least one exemplary conversation, wherein the at least one exemplary conversation comprises an exchange of utterances; and sending the response from the agent to the customer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A method of training an agent to respond to a customer communication, comprising:
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compiling at least one exemplary conversation, wherein the at least one exemplary conversation comprises an exchange of utterances; annotating the compiled at least one conversation to categorize information contained therein; processing The annotated at least one conversation using a machine learning engine to populate a knowledge base for use by the agent in generating a response to the customer communication. - View Dependent Claims (18, 19, 20, 21, 22)
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23. A system for responding to a customer communication, comprising:
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means for receiving an utterance from the customer at an agent executing on a data processing system; means for generating a response to the utterance received from the customer at the agent based on a knowledge base that comprises information extracted from at least one exemplary conversation, wherein the at least one exemplary conversation comprises an exchange of utterances; and means for sending the response from the agent to the customer. - View Dependent Claims (24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38)
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39. A system for training an agent to respond to a customer communication, comprising:
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means for compiling at least one exemplary conversation, wherein the at least one exemplary conversation comprises an exchange of utterances; means for annotating the compiled at least one conversation to categorize information contained therein; means for processing the annotated at least one conversation using a machine learning engine to populate a knowledge base for use by the agent in generating a response to the customer communication. - View Dependent Claims (40, 41, 42, 43, 44)
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45. A computer program product for responding to a customer communication, comprising:
a computer readable storage medium having computer readable program code embodied therein, the computer readable program code comprising; computer readable program code for receiving an utterance from the customer at an agent executing on a data processing system; computer readable program code for generating a response to the utterance received from the customer at the agent based on a knowledge base tat comprises information extracted from at least one exemplary conversation, wherein the at least one exemplary conversation comprises an exchange of utterances; and computer readable program code for sending the response from the agent to the customer. - View Dependent Claims (46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60)
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61. A computer program product for training an agent to respond to a customer communication, comprising:
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a computer readable storage medium having computer readable program code embodied therein, the computer readable program code comprising; computer readable program code for compiling at least one exemplary conversation, wherein the at least one exemplary conversation comprises an exchange of utterances; computer readable program code for annotating the compiled at least one conversation to categorize information contained therein; computer readable program code for processing the annotated at least one conversation using a machine learning engine to populate a knowledge base for use by the agent in generating a response to the customer communication. - View Dependent Claims (62, 63, 64, 65, 66)
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Specification