International Business Machines Corporation

Yin Jun Zhang

Tao Liu

Qiang He

An apparatus for a personal call center assistant includes a receiver that receives a query from a call center over a communication channel during a communication session between the call center and a user. A security checker that determines whether text from the query matches an entry in a user profile of the user and an inference engine identifies one or more query responses in response to the security checker determining that the text from the query matches an entry in the user profile. Each query response is assigned a confidence level and each confidence level includes a likelihood that the query response matches information requested in the query. An outputter converts a query response with a highest confidence level to an answer to the query and a responder communicates the answer to the query to the call center in a format compatible with the query.

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Ningbo, China

Yin Jun Zhang