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1. (WO2017070257) DATA-DRIVEN DIALOGUE ENABLED SELF-HELP SYSTEMS
Latest bibliographic data on file with the International Bureau    Submit observation

Pub. No.: WO/2017/070257 International Application No.: PCT/US2016/057775
Publication Date: 27.04.2017 International Filing Date: 19.10.2016
IPC:
G06Q 30/02 (2012.01) ,G06F 17/27 (2006.01) ,G10L 15/00 (2013.01)
G PHYSICS
06
COMPUTING; CALCULATING; COUNTING
Q
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTING PURPOSES, NOT OTHERWISE PROVIDED FOR
30
Commerce, e.g. shopping or e-commerce
02
Marketing, e.g. market research and analysis, surveying, promotions, advertising, buyer profiling, customer management or rewards; Price estimation or determination
G PHYSICS
06
COMPUTING; CALCULATING; COUNTING
F
ELECTRIC DIGITAL DATA PROCESSING
17
Digital computing or data processing equipment or methods, specially adapted for specific functions
20
Handling natural language data
27
Automatic analysis, e.g. parsing, orthograph correction
G PHYSICS
10
MUSICAL INSTRUMENTS; ACOUSTICS
L
SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
15
Speech recognition
Applicants: GREENEDEN U.S. HOLDINGS II, LLC[US/US]; 2001 Junipero Serra Boulevard Daly City, California 94014, US
Inventors: LEV-TOV, Amir; US
TAPUHI, Tamir; US
LEV, Yoni; US
FAIZAKOF, Avraham; US
KONIG, Yochai; US
Agent: CHANG, Josephine E.; US
Priority Data:
14/919,67321.10.2015US
14/919,67521.10.2015US
Title (EN) DATA-DRIVEN DIALOGUE ENABLED SELF-HELP SYSTEMS
(FR) SYSTÈMES D'ASSISTANCE AUTONOME ACTIVÉS PAR DIALOGUE PILOTÉ PAR DONNÉES
Abstract:
(EN) A method for configuring an automated self-help system based on prior interactions between a plurality of customers and a plurality of agents of a contact center includes: recognizing, by a processor, speech in the prior interactions between customers and agents to generate recognized text, the recognized text including a plurality of phrases, the phrases being classified into a plurality of clusters; extracting, by the processor, a plurality of sequences of clusters, each of the sequences of clusters corresponding to the phrases of one of the prior interactions; filtering, by the processor, the sequences of clusters based on a criterion; mining, by the processor, a preliminary dialogue tree from the sequences of clusters; invoking configuration of the automated self-help system based on the preliminary dialogue tree; and outputting a dialogue tree for configuring the automated self-help system.
(FR) L'invention concerne un procédé pour configurer un système d'assistance autonome automatisée en fonction des interactions antérieures entre une pluralité de clients et une pluralité d'agents d'un centre de contacts, qui consiste : à reconnaître, au moyen du processeur, une parole dans des interactions antérieures entre les clients et agents afin de générer du texte reconnu, le texte reconnu comprenant une pluralité de phrases, les phrases étant classifiées en une pluralité de grappes ; à extraire, au moyen d'un processeur, une pluralité de séquences de grappes, chacune des séquences de grappes correspondant aux phrases d'une des interactions antérieures : à filtrer, au moyen du processeur, les séquences de grappes basées sur un critère ; à extraire, au moyen du processeur, un arbre de dialogue préliminaire à partir des séquences de grappes ; à invoquer une configuration du système d'assistance autonome automatisée, en fonction de l'arbre de dialogue préliminaire ; et à faire sortir un arbre de dialogue pour configurer le système d'assistance autonome automatisée.
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Designated States: AE, AG, AL, AM, AO, AT, AU, AZ, BA, BB, BG, BH, BN, BR, BW, BY, BZ, CA, CH, CL, CN, CO, CR, CU, CZ, DE, DJ, DK, DM, DO, DZ, EC, EE, EG, ES, FI, GB, GD, GE, GH, GM, GT, HN, HR, HU, ID, IL, IN, IR, IS, JP, KE, KG, KN, KP, KR, KW, KZ, LA, LC, LK, LR, LS, LU, LY, MA, MD, ME, MG, MK, MN, MW, MX, MY, MZ, NA, NG, NI, NO, NZ, OM, PA, PE, PG, PH, PL, PT, QA, RO, RS, RU, RW, SA, SC, SD, SE, SG, SK, SL, SM, ST, SV, SY, TH, TJ, TM, TN, TR, TT, TZ, UA, UG, US, UZ, VC, VN, ZA, ZM, ZW
African Regional Intellectual Property Organization (ARIPO) (BW, GH, GM, KE, LR, LS, MW, MZ, NA, RW, SD, SL, ST, SZ, TZ, UG, ZM, ZW)
Eurasian Patent Office (AM, AZ, BY, KG, KZ, RU, TJ, TM)
European Patent Office (EPO) (AL, AT, BE, BG, CH, CY, CZ, DE, DK, EE, ES, FI, FR, GB, GR, HR, HU, IE, IS, IT, LT, LU, LV, MC, MK, MT, NL, NO, PL, PT, RO, RS, SE, SI, SK, SM, TR)
African Intellectual Property Organization (BF, BJ, CF, CG, CI, CM, GA, GN, GQ, GW, KM, ML, MR, NE, SN, TD, TG)
Publication Language: English (EN)
Filing Language: English (EN)