DIALOGUE FLOW OPTIMIZATION AND PERSONALIZATION
First Claim
1. A method for generating a dialogue tree for an automated self-help system of a contact center from a plurality of recorded interactions between customers and agents of the contact center, the method comprising:
- computing, by a processor, a plurality of feature vectors, each feature vector corresponding to one of the recorded interactions;
computing, by the processor, similarities between pairs of the feature vectors;
grouping, by the processor, similar feature vectors based on the computed similarities into groups of interactions;
rating, by the processor, feature vectors within each group of interactions based on one or more criteria, wherein the criteria include at least one of interaction time, success rate, and customer satisfaction; and
outputting, by the processor, a dialogue tree in accordance with the rated feature vectors for configuring the automated self-help system.
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Abstract
A method for generating a dialogue tree for an automated self-help system of a contact center from a plurality of recorded interactions between customers and agents of the contact center includes: computing, by a processor, a plurality of feature vectors, each feature vector corresponding to one of the recorded interactions; computing, by the processor, similarities between pairs of the feature vectors; grouping, by the processor, similar feature vectors based on the computed similarities into groups of interactions; rating, by the processor, feature vectors within each group of interactions based on one or more criteria, wherein the criteria include at least one of interaction time, success rate, and customer satisfaction; and outputting, by the processor, a dialogue tree in accordance with the rated feature vectors for configuring the automated self-help system.
66 Citations
22 Claims
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1. A method for generating a dialogue tree for an automated self-help system of a contact center from a plurality of recorded interactions between customers and agents of the contact center, the method comprising:
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computing, by a processor, a plurality of feature vectors, each feature vector corresponding to one of the recorded interactions; computing, by the processor, similarities between pairs of the feature vectors; grouping, by the processor, similar feature vectors based on the computed similarities into groups of interactions; rating, by the processor, feature vectors within each group of interactions based on one or more criteria, wherein the criteria include at least one of interaction time, success rate, and customer satisfaction; and outputting, by the processor, a dialogue tree in accordance with the rated feature vectors for configuring the automated self-help system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method for operating an automated self-help system of a contact center, the automated self-help system comprising at least one dialogue tree, the method comprising:
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establishing, by a processor, an interaction between a customer and the automated self-help system; identifying, by the processor, a plurality of customer features of the customer; and controlling the automated self-help system in accordance with the customer features and the at least one dialogue tree. - View Dependent Claims (10, 11)
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12. A system comprising
a processor; - and
a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to; compute a plurality of feature vectors, each feature vector corresponding to one of a plurality of recorded interactions between customers and agents of a contact center; compute similarities between pairs of the feature vectors; group similar feature vectors based on the computed similarities into groups of interactions; rate feature vectors within each group of interactions based on one or more criteria, wherein the criteria include at least one of interaction time, success rate, and customer satisfaction; and output a dialogue tree in accordance with the rated feature vectors for configuring an automated self-help system. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19)
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20. A system comprising
a processor; - and
a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to; establish an interaction between a customer and an automated self-help system of a contact center, the automated self-help system comprising at least one dialogue tree; identify a plurality of customer features of the customer; and control the automated self-help system in accordance with the customer features and the at least one dialogue tree. - View Dependent Claims (21, 22)
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Specification