Samsung Electronics Co., Ltd.

Yongmei Shi

Doreen Cheng

Yunsong Meng

Justin C Martineau

A computing system includes: a control circuit configured to: access a subject interaction representing communication between a customer and a service provider; identify a communication segment and a sourcing party associated with the communication segment from the subject interaction; generate a message label for the communication segment based on the sourcing party; generate a dialog-flow framework based on the message label for representing the subject interaction; and a storage circuit, coupled to the control circuit, configured to store the dialog-flow framework.

Computing system with conversation modeling mechanism and method of operation thereof

A method and device for automatic digital customer service agent processing to automatically redirect to a correct channel for assistance. A method includes obtaining communication information based on customer communication iterations. Customer emotion information and customer situation context information is detected based on customer information obtained from one or more devices. Redirection option information is retrieved for a condition corresponding to the customer situation context information from an assistant-redirection knowledge base. The customer situation context information, the communication information, the customer emotion information and the redirection option information are used to determine and to provide a redirection suggestion with a justification, or an answer response.

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San Jose, CA, United States of America

Yongmei Shi