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:
Oct. 18, 2016
Filed:
Jul. 28, 2015
Xerox Corporation, Norwalk, CT (US);
XEROX CORPORATION, Norwalk, CT (US);
Abstract
Agent utterances are generated for implementing dialog acts recommended by a dialog manager of a call center. To this end, a set of word lattices, each represented as a weighted finite state automaton (WFSA), is constructed from training dialogs between call center agents and second parties (e.g. customers). The word lattices are assigned conditional probabilities over dialog act type. For each dialog act received from the dialog manager, the word lattices are ranked by the conditional probabilities for the dialog act type. At least one word lattice is chosen from the ranking, and is instantiated to generate a recommended agent utterance for implementing the recommended dialog act. The word lattices may be constructed by clustering agent utterances of training dialogs using context features from preceding second party utterances and grammatical dependency link features between words within agent utterances. Path variations of the word lattices may define slots or paraphrases.