International Business Machines Corporation

Ross Warren Judd

Thomas Edward Creamer

Sumit Patel

Luis Alfonso Lastras-Montano

Timothy Michael Lynar

Sachindra Joshi

Shaila Pervin

Danish Contractor

Jatin Ganhotra

Christopher John Butler

Nathaniel Mills

Gaurav Pandey

Methods, systems, and computer program products for context-based response generation are provided herein. A method includes: obtaining conversation logs comprising agent responses matched to contexts and a set of designated responses that are not matched to the contexts; replacing at least a portion of the agent responses with the designated responses to form modified conversation logs; training a first model, using the modified conversation logs, to output a designated response in the set for a given context and a second model, using the historical conversation logs, to output one of the agent responses for a given context; identifying one or more new responses based at least in part on the output of the second machine learning model for a particular one of the contexts; and retraining the first machine learning model based at least in part on the one or more new responses.

Context-based response generation

In an approach for providing an enhancement to message check capabilities through an awareness of the message content, a processor processes a message that includes a non-textual part and a textual part. A processor identifies a content context of the non-textual part of the message. A processor identifies an intent and entity of the textual part of the message. A processor determines a potential mismatch between the content context of the non-textual part and the intent and entity of the textual part. A processor provides a suggested replacement for the potential mismatch.

Content context aware message intent checker

A technique relates to communication resource allocation. A computer system monitors a communication between a conversational entity communication channel and a user device. A type of the communication associated with the user device is determined based on the communication. A replacement communication channel to replace the conversational entity communication channel is determined, in response to the type of the communication. The replacement communication channel is coupled to the user device in place of the conversational entity communication channel.

Communication resource allocation

A system and method for processing an electronic communication comprise receiving, by a communication processing system, data regarding an incoming communication output from a computing device of a communication initiator and directed to a computing device of a communication recipient; performing a data search, by the communication processing system of one or more data sources for context information regarding at least one of the communication initiator or the communication initiator; aggregating, by the communication processing system, collected context information in response to performing the data search; and generating and formatting contact context data from the collected context information for output to the computing device of the communication recipient.

Automated cognitive assistance system for processing incoming electronic communications with contextual information

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Beacon Hill, Australia

Ross Warren Judd