Method and system for predicting problematic dialog situations in a task classification system

Abstract

The invention concerns a system and method of predicting problematic dialogs in a task classification system based on the user's input communications. The method may include determining whether a task classification decision can be made based on a first automated dialog exchange with the user. As such, if the task classification decision cannot be made, the method may determine whether the probability of conducting a successful automated dialog with the user based on whether the first dialog exchange exceeds a first threshold. The successful dialog may be defined as a dialog exchange between an automated dialog system and the user that results in at least one of processing of the user's input communication and routing the user's input communication. The method may further operate such that if the first threshold is exceeded, further dialog is conducted with the user. Otherwise, the user may be directed to a human for assistance.