Nuance Communications, Inc.

Microsoft Technology Licensing, LLC

Abhishek Rohatgi

Flaviu Gelu Negrean

Marco Antonio Padron Chavez

David Ardman

Andrew Matkin

Nirvana Tikku

Eduardo Olvera

Manar Alazma

John Dolan Heater

Gabrielle R Martone

Peter R Stubley

Jean-Francois Beaumont

Dinesh Samtani

Nastaran Jafarpour Khameneh

Paul A Tepper

Mark P Hanson

Manpreet Singh

There is provided a method that includes obtaining data that describes (a) a situation, (b) a gesture for a response to the situation, (c) a prompt to accompany the response, and (d) a gestural annotation for the response, and utilizing a conversational machine learning technique to train a natural language understanding (NLU) model to address the situation, based on the data.

Gestural prompting based on conversational artificial intelligence

An ambient listening system, includes: an ambient device configure to listen to a conversation between a customer and a sales agent regarding at least one of a desired service and a desired product, and generate an audio stream of the conversation and a unique identifier for the customer; a voice biometrics service module configure to perform at least one of i) identification of the customer based on the audio stream, and ii) voiceprint enrollment of the customer's voice based on the audio stream and the unique identifier for the customer; a business logic module configured to generate at least one business logic output based on at least one of customer's intent and entity extracted from the audio stream; and an automation platform configured to automate, based on the business logic output, the sales agent's workflow related to at least one of customer record, the desired service and the desired product.

Ambient listening system for sales assistance

A method, computer program product, and computing system for enabling usage of a conversational application by a plurality of users; gathering usage data concerning usage of the conversational application by the plurality of users; defining a visual representation of the conversational application; and overlaying the usage data onto the visual representation of the conversational application to generate visual traffic flow data.

Development system and method for a conversational application

According to at least one aspect, a system for remotely controlling an application installed on a device is provided. The system includes at least one processor and at least one computer-readable storage medium storing instructions which program the at least one processor to identify a task for the application installed on the device to perform, transmit a binary short message service (SMS) message to the device including a task code associated with the identified task, receive an information request from the device responsive to the binary SMS message, and transmit task information to the device responsive to receiving the information request.

Techniques for remotely controlling an application

A method, computer program product, and computing system for automatically generating a dialogue graph is executed on a computing device and includes receiving a plurality of conversation data. A plurality of utterance pairs from the plurality of conversation data may be clustered into a plurality of utterance pair clusters. A dialogue graph may be generated with a plurality of nodes representative of the plurality of utterance pair clusters.

System and method for generating dialogue graphs

An automated system processes customer requests and interactions with a customer service representative. During such interactions, the representative's actions at a computer interface are monitored, and the dialog between the customer and representative are recorded. Based on the dialog and the actions, a script is created or updated for a given request, where the script encompasses a dialog tree and actions relating to the customer's account. When a subsequent customer submits the same or a comparable request, an automated agent utilizes the script to handle the request. Using the script, the automated agent performs a dialog with the customer, accesses the customer account, and updates the account in accordance with the request.

Learning and automating agent actions

Growing community of inventors

Dollard-des-Ormeaux, Canada

Abhishek Rohatgi