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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 11380213 B1

PDFFull Text
Date of Patent:
Jul. 05, 2022

Filed:

Feb. 15, 2018

Customer care training with situational feedback generation

Applicant:

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

Inventors:

Anbang Xu, San Jose, CA (US);

Vibha S. Sinha, Santa Clara, CA (US);

Rama Kalyani T. Akkiraju, Cupertino, CA (US);

Jalal U. Mahmud, San Jose, CA (US);

Assignee:

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

Attorney:

Jared L. Montanaro

Primary Examiner:

Jack Yip

Int. Cl.
CPC ...
G09B 19/00 (2006.01); G06Q 30/00 (2012.01); G09B 19/04 (2006.01); G09B 7/06 (2006.01); G09B 5/02 (2006.01); G09B 5/04 (2006.01); H04L 51/02 (2022.01); G09B 7/02 (2006.01); G06F 40/42 (2020.01); G06F 40/35 (2020.01);
U.S. Cl.
CPC ...
G09B 19/00 (2013.01); G06F 40/42 (2020.01); G06Q 30/016 (2013.01); G09B 5/02 (2013.01); G09B 5/04 (2013.01); G09B 7/02 (2013.01); G09B 7/06 (2013.01); G09B 19/04 (2013.01); H04L 51/02 (2013.01); G06F 40/35 (2020.01);
Abstract

In an approach for training customer service agents using persona-based chatbots, a processor retrieves customer service interaction information. A processor analyzes, using natural language processing, the customer service interaction information, wherein the analyzing includes preprocessing and aggregating the customer service interaction information. A processor interacts with a user. A processor provides feedback to the user, based on the user's style and performance during training.

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