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.:
Date of Patent:
Mar. 14, 2023
Filed:
Aug. 24, 2020
International Business Machines Corporation, Armonk, NY (US);
Ofer Lavi, Tel Aviv, IL;
Alon Jacovi, Givatayim, IL;
David Amid, Modiin, IL;
David Boaz, Bahan, IL;
Inbal Ronen, Haifa, IL;
Ateret Anaby Tavor, Givat Ada, IL;
Ori Bar El, Gan Haim, IL;
International Business Machines Corporation, Armonk, NY (US);
Abstract
The computer receives a group of conversation data associated with the escalation node, identifies agent responses in the conversation data, and clusters them into agent response types. The computer identifies dialog state feature value sets for the conversations. The computer identifies feature value set associations with response types, and generates, Boolean expressions representing the feature value sets associated with each of the response types. The computer makes a recommendation to add to at least one child node for the escalation node, with the child node corresponding to one of the response types. The child node has, as an entry condition, the Boolean expression for the response type to which the child node corresponds. The child node has as an action, which according to some aspects, provides a response representative of the cluster of agent responses for the response type to which the child node corresponds.