MANAGEMENT OF CONVERSATIONS
First Claim
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1. A computer-implemented method comprising:
- receiving a natural language communication from a user;
utilizing a processing component that is a functional component of the computer to apply a concept recognition process to automatically derive a representation of concepts embodied in the natural language communication;
selecting a collection of information likely to be useful in responding to the natural language communication, wherein selecting comprises identifying the collection of information as corresponding to said representation of concepts;
providing, through an interface that is a functional component of the computer, the collection of information to a human agent;
receiving, through an input device that is a functional component of the computer, an identification of a particular item of information from the collection of information, the particular item being a sub-set of the collection of information, the sub-set being a particular proposed response to the natural language communication; and
delivering the particular proposed response to the user.
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Abstract
In one aspect, a communication is received from a user. A concept recognition process is applied to automatically derive a representation of concepts embodied in the communication. The concept representation is used to provide to a human agent information useful in responding to the natural language communication.
149 Citations
20 Claims
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1. A computer-implemented method comprising:
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receiving a natural language communication from a user; utilizing a processing component that is a functional component of the computer to apply a concept recognition process to automatically derive a representation of concepts embodied in the natural language communication; selecting a collection of information likely to be useful in responding to the natural language communication, wherein selecting comprises identifying the collection of information as corresponding to said representation of concepts; providing, through an interface that is a functional component of the computer, the collection of information to a human agent; receiving, through an input device that is a functional component of the computer, an identification of a particular item of information from the collection of information, the particular item being a sub-set of the collection of information, the sub-set being a particular proposed response to the natural language communication; and delivering the particular proposed response to the user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A computer-implemented method comprising:
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receiving a natural language communication from a user; determining a degree of involvement of a human agent necessary to respond to the natural language communication received from the user; selecting one of a plurality of conversation management modes, the selection being made at least partially contingent upon the determined degree involvement, wherein selecting is a function performed by a computer processor that is a function component of the computer, and wherein the computer processor facilitates an actual execution of the selected conversation management mode, and wherein; a first mode of the plurality of conversation management modes comprises providing a response to the user in an automated manner without interaction by the human agent; a second mode of the plurality of conversation management modes comprises providing, to the user, a response at least initially selected by the human agent from a closed set of possible responses; and a third mode of the plurality of conversation management modes comprises initiating direct communication between the human agent and the user. - View Dependent Claims (13, 14, 15, 16)
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17. A computer-implemented method comprising:
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receiving a communication from a user; providing the user with a response to the communication; wherein the response is selected by a human agent from a set of candidate responses automatically generated by a computer processor that is a functional component of the computer, wherein the set of candidate responses is derived by the processor by automatically identifying a concept associated with the communication, wherein the set of candidate responses is limited to responses that are identified, by the computer processor, as being consistent with the identified concept; and delivering the response to the user in a manner that discourages the user from knowing that the response was selected by the human agent from the set of candidate responses. - View Dependent Claims (18, 19, 20)
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Specification