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:
Aug. 06, 2024
Filed:
Feb. 02, 2023
Kore.ai, Inc., Orlando, FL (US);
Rajkumar Koneru, Windermere, FL (US);
Prasanna Kumar Arikala Gunalan, Hyderabad, IN;
Rajavardhan Nalluri, Hyderabad, IN;
Girish Ahankari, Hyderabad, IN;
Thirupathi Bandam, Hyderabad, IN;
Venkata Praveen Kumar Suvanam, Hyderabad, IN;
KORE.AI, INC., Orlando, FL (US);
Abstract
A contact center server manages conversation data for a plurality of conversations between agent devices and customer devices and provides to the agent devices, one or more automated response recommendations to one or more customer messages by executing one or more dialog flows. The contact center server, using a classification model, determines for each of the one or more customer messages when there are one or more changes between the corresponding one or more automated response recommendations and corresponding one or more agent responses. Further, the contact center server associates one or more tags to the one or more agent responses when the one or more changes are determined. Subsequently, the contact center server identifies one or more patterns in the one or more tags associated to the one or more agent responses and provides one or more flow modification recommendations to the one or more dialog flows to one or more enterprise user devices based on the identified one or more patterns.