IDiyas

For the Inventor, By the Inventor

The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.

The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.

Patent No.:

US 10009466 B1

PDFFull Text
Date of Patent:
Jun. 26, 2018

Filed:

Jul. 12, 2016

System and method for a cognitive system plug-in answering subject matter expert questions

Applicant:

International Business Machines Corporation, Armonk, NY (US);

Inventors:

Carl M. Marrelli, Westerville, OH (US);

Jeffrey T. Matteo, Powell, OH (US);

Ram S. Narayanan, Canton, MI (US);

Martin Oberhofer, Bondorf, DE;

Assignee:

International Business Machines Corporation, Armonk, NY (US);

Attorney:

Pepper Hamilton LLP

Primary Examiner:

William Deane, Jr

Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 5/00 (2006.01); H04M 3/51 (2006.01); H04L 12/58 (2006.01); G06N 5/04 (2006.01); G06F 17/30 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5191 (2013.01); G06F 17/30734 (2013.01); G06N 5/043 (2013.01); H04L 51/02 (2013.01); H04L 51/046 (2013.01);
Abstract

Embodiments provide a system and method for integrating a cognitive system into a call center. The system and method include ingesting, in real-time through an instant messaging application, one or more questions from one or more call center agents; ingesting, in real-time through the instant messaging application, one or more answers associated with the one or more questions; storing one or more question and answer pairs in a corpus; analyzing, through a cognitive system, the corpus of the one or more question and answer pairs; receiving, through the instant messaging system, one or more additional questions; determining a proposed answer to each additional question based on the analysis of the corpus; analyzing, through the cognitive system, the proposed answer; and incorporating the analysis of the proposed answer into the analysis of the one or more question and answer pairs. The answers can be provided by subject matter experts or call center managers. The cognitive system can interface with the instant messaging system through the use of a plug-in module, which can use one or more registration commands to facilitate the interface.

Find Patent Forward Citations

Loading…