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. 01, 2017
Filed:
May. 04, 2015
Conduent Business Services, Llc, Dallas, TX (US);
Marc Dymetman, Grenoble, FR;
Jean-Michel Renders, Quaix-en-Chartreuse, FR;
Sriram Venkatapathy, Grenoble, FR;
Spandana Gella, Telangana, IN;
CONDUENT BUSINESS SERVICES, LLC, Dallas, TX (US);
Abstract
A system and method are disclosed which enable more effective email response authoring by contact center agents, for example, by automatically suggesting prototypical (entire) email responses to the human agent and interactive suggestion of next sentence candidates during the writing process. In one method, a customer inquiry is received and a latent topic prediction is generated, based on a word-based representation of the customer inquiry. A latent topic prediction is generated for an entire agent's reply to the customer inquiry as a function of the latent topic prediction generated for the customer inquiry. A further latent topic prediction is generated for a next sentence of the agent's reply as a function of a topic prediction for the next sentence which is generated with a prediction model that has been trained on annotated sentences of agent replies. Information is output to assist the agent, based on the topic predictions.