Sharath Kancharla

Title: Sharath Kancharla: Patents in Conversational AI

Introduction

Sharath Kancharla is an inventor based in Malden, Massachusetts. His patent work focuses on conversational systems that connect users with human agents and improve how automated bots handle conversations. He works at International Business Machines Corporation (IBM).

Latest Patents

Kancharla’s listed portfolio includes 2 patents, including the following inventions.

Live Agent Recommendation for a Human-Robot Symbiosis Conversation System

This invention describes a computer-implemented method for selecting a preferred live agent from a group of agents. The system builds a human expertise matrix using each agent’s average net promoter score across different categories. When a user makes a voice call, the system combines that matrix with predictions from two deep neural networks: one estimating net promoter score and another predicting the relevant category. It then uses the resulting assessment to connect the user with a suitable agent.

Self-Improving Transferring in Bot Conversation

This invention covers a method, system, and computer program for deciding when a conversation bot should transfer a user to a human agent. The system receives the user’s input and obtains the bot’s response, then evaluates that response against configured rules. A trained engine based on reinforcement learning supports at least one part of the evaluation. If the system determines that human assistance is needed, it sends the user a transfer recommendation.

Career Highlights

Kancharla’s listed inventions address two related challenges in conversational technology: matching users with appropriate human agents and improving bot decisions about when to request human assistance. His work combines machine learning, agent expertise assessment, and automated conversation management.

Collaborations

Jie Ma and Hao Chen are identified as Kancharla’s coworkers. The listed patent descriptions also reflect work in conversational systems associated with IBM.

Conclusion

Sharath Kancharla’s patents focus on making automated and human-assisted conversations more effective through agent recommendations and adaptive bot-to-human transfers.