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1. (WO2019028261) METHOD AND APPARATUS FOR TRAINING OF CONVERSATIONAL AGENTS
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Pub. No.: WO/2019/028261 International Application No.: PCT/US2018/045026
Publication Date: 07.02.2019 International Filing Date: 02.08.2018
IPC:
G06F 17/20 (2006.01) ,G06F 17/27 (2006.01) ,G06F 17/28 (2006.01) ,G06F 17/30 (2006.01) ,G06Q 10/06 (2012.01) ,G10L 15/08 (2006.01) ,G10L 15/18 (2013.01) ,G10L 15/22 (2006.01)
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
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
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
28
Processing or translating of natural language
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
30
Information retrieval; Database structures therefor
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
10
Administration; Management
06
Resources, workflows, human or project management, e.g. organising, planning, scheduling or allocating time, human or machine resources; Enterprise planning; Organisational models
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
08
Speech classification or search
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
08
Speech classification or search
18
using natural language modelling
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
22
Procedures used during a speech recognition process, e.g. man-machine dialog
Applicants:
[24]7.AI, INC. [US/US]; 2001 All Programmable Drive, Suite 200 San Jose, CA 95124, US
Inventors:
CHAKRABORTY, Abir; IN
RALLAPALLI, Sruti; IN
DUTHALURU, Vidhya; IN
Agent:
GLENN, Michael, A.; US
Priority Data:
16/053,19002.08.2018US
62/540,36402.08.2017US
Title (EN) METHOD AND APPARATUS FOR TRAINING OF CONVERSATIONAL AGENTS
(FR) PROCÉDÉ ET APPAREIL D'APPRENTISSAGE D'AGENTS CONVERSATIONNELS
Abstract:
(EN) A computer-implemented method and an apparatus for facilitating training of conversational agents are disclosed. The method includes automatically extracting a workflow associated with each conversation from among a plurality of conversations between agents and customers of an enterprise. The workflow is extracted, at least in part, by encoding one or more utterances associated with the respective conversation and mapping the encoded one or more utterances to predefined workflow stages. A clustering of the plurality of conversations is performed based on a similarity among respective extracted workflows. The clustering of the plurality of conversations configures a plurality of workflow groups. At least one conversational agent is trained in customer engagement using a set of conversations associated with at least one workflow group from among the plurality of workflow groups.
(FR) L'invention concerne un appareil et un procédé mis en œuvre par ordinateur pour faciliter l'apprentissage d'agents conversationnels. Le procédé consiste à extraire automatiquement un flux de travail associé à chaque conversation parmi une pluralité de conversations entre des agents et des clients d'une entreprise. Le flux de travail est extrait, au moins en partie, en encodant un ou plusieurs énoncés associés à la conversation respective et en mettant en correspondance le ou les énoncés encodés avec des étapes prédéfinies du flux de travail. Un regroupement de la pluralité de conversations est réalisé sur la base d'une similarité entre des flux de travail extraits respectifs. Le regroupement de la pluralité de conversations configure une pluralité de groupes de flux de travail. Au moins un agent conversationnel est entraîné à une opération de fidélisation de clients à l'aide d'un ensemble de conversations associées à au moins un groupe de flux de travail parmi la pluralité de groupes de flux de travail.
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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, JO, JP, KE, KG, KH, 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)