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1. WO2020068808 - SYSTEM AND METHOD FOR OPTIMIZING OPERATION OF A CONVERSATION MANAGEMENT SYSTEM

Publication Number WO/2020/068808
Publication Date 02.04.2020
International Application No. PCT/US2019/052671
International Filing Date 24.09.2019
IPC
G10L 21/00 2013.01
GPHYSICS
10MUSICAL INSTRUMENTS; ACOUSTICS
LSPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
21Processing of the speech or voice signal to produce another audible or non-audible signal, e.g. visual or tactile, in order to modify its quality or its intelligibility
G10L 15/00 2013.01
GPHYSICS
10MUSICAL INSTRUMENTS; ACOUSTICS
LSPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
15Speech recognition
CPC
G06F 40/279
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
FELECTRIC DIGITAL DATA PROCESSING
40Handling natural language data
20Natural language analysis
279Recognition of textual entities
G06F 40/35
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
FELECTRIC DIGITAL DATA PROCESSING
40Handling natural language data
30Semantic analysis
35Discourse or dialogue representation
G06N 3/006
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
NCOMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS
3Computer systems based on biological models
004Artificial life, i.e. computers simulating life
006based on simulated virtual individual or collective life forms, e.g. single "avatar", social simulations, virtual worlds or particle swarm optimisation
G06Q 30/01
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
QDATA 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
30Commerce, e.g. shopping or e-commerce
01Customer relationship, e.g. warranty
G10L 15/00
GPHYSICS
10MUSICAL INSTRUMENTS; ACOUSTICS
LSPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
15Speech recognition
H04L 51/02
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
51Arrangements for user-to-user messaging in packet-switching networks, e.g. e-mail or instant messages
02with automatic reactions or user delegation, e.g. automatic replies or chatbot
Applicants
  • XSELL TECHNOLOGIES, INC. [US]/[US]
Inventors
  • COUGHLIN, Matthew, B.
  • STOEHR, Mark
Agents
  • ASARIA, Riyazhassan, M.
  • MCCRACKEN, William, E.
  • ROTH, Daniel, C.
  • GILLEN, Gary, R.
  • FRANK III, J., William
Priority Data
62/735,26624.09.2018US
Publication Language English (EN)
Filing Language English (EN)
Designated States
Title
(EN) SYSTEM AND METHOD FOR OPTIMIZING OPERATION OF A CONVERSATION MANAGEMENT SYSTEM
(FR) SYSTÈME ET PROCÉDÉ POUR OPTIMISER LE FONCTIONNEMENT D'UN SYSTÈME DE GESTION DE CONVERSATION
Abstract
(EN)
A conversation management system for optimizing operation of a conversation management system includes an optimization module operating on at least one processor. The optimization module loads a directed acyclic graph (DAG) used by the conversation management system to facilitate a conversation between an agent and a customer, wherein the DAG includes a plurality of nodes and each node specifies a proposed agent response to generate in response a message received by the conversation management system. The optimization module also analyzes a plurality of chat transcripts generated by the conversation management system, each chat transcript generated as a result of a conversation undertaken in accordance with the DAG, to identify a problem node of the DAG that specifies a proposed agent response that is substantially different than an actual agent response transmitted in response to a plurality of received customer messages. Thereafter, the optimization module displays statistics about the problem node and determines a corrective action to apply to problem node.
(FR)
Cette invention concerne un système de gestion de conversation permettant d'optimiser le fonctionnement d'un système de gestion de conversation, comprenant un module d'optimisation fonctionnant sur au moins un processeur. Le module d'optimisation charge un graphe acyclique orienté (DAG) utilisé par le système de gestion de conversation pour faciliter une conversation entre un agent et un client, le graphe acyclique orienté comprenant une pluralité de nœuds et chaque nœud spécifiant une réponse d'agent proposée pour générer en réponse un message reçu par le système de gestion de conversation. Le module d'optimisation analyse en outre une pluralité de transcriptions de dialogue en ligne générées par le système de gestion de conversation, chaque transcription de conversation en ligne étant générée suite à une conversation entreprise conformément au graphe acyclique orienté, pour identifier un nœud problématique du graphe acyclique orienté qui spécifie une réponse d'agent proposée qui est sensiblement différente d'une réponse d'agent réelle transmise en réponse à une pluralité de messages de client reçus. Suite à cela, le module d'optimisation affiche des statistiques concernant le nœud problématique et détermine une action corrective à appliquer au nœud problématique.
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