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:
Dec. 31, 2024
Filed:
Dec. 29, 2021
Genesys Cloud Services, Inc., Menlo Park, CA (US);
Veera Raghavendra Elluru, Hyderabad, IN;
Ramasubramanian Sundaram, Hyderabad, IN;
Basil George, Hyderabad, IN;
Naresh Kumar Elluru, Hyderabad, IN;
Pavan Kumar Buduguppa, Hyderabad, IN;
Genesys Cloud Services, Inc., Menlo Park, CA (US);
Abstract
A method of leveraging a global confidence classifier for information retrieval in contact centers according to an embodiment includes receiving, by a computing system, a user query from a contact center client communication with a knowledge-only bot of the computing system, performing, by the computing system, feature extraction on the user query by converting query words of the user query into a numerical vector representation of the user query, identifying, by the computing system, a subset of documents most likely to be responsive to the user query, and re-ranking, by the computing system, the subset of documents most likely to be responsive to the user query based on a global confidence classifier model.