Invention Grant
- Patent Title: Data-driven dialogue enabled self-help systems
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Application No.: US14919673Application Date: 2015-10-21
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Publication No.: US10382623B2Publication Date: 2019-08-13
- Inventor: Amir Lev-Tov , Tamir Tapuhi , Yoni Lev , Avraham Faizakof , Yochai Konig
- Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Main IPC: G06F17/27
- IPC: G06F17/27 ; H04M3/493

Abstract:
A method for configuring an automated self-help system based on prior interactions between a plurality of customers and a plurality of agents of a contact center includes: recognizing, by a processor, speech in the prior interactions between customers and agents to generate recognized text, the recognized text including a plurality of phrases, the phrases being classified into a plurality of clusters; extracting, by the processor, a plurality of sequences of clusters, each of the sequences of clusters corresponding to the phrases of one of the prior interactions; filtering, by the processor, the sequences of clusters based on a criterion; mining, by the processor, a preliminary dialog tree from the sequences of clusters; invoking configuration of the automated self-help system based on the preliminary dialog tree; and outputting a dialog tree for configuring the automated self-help system.
Public/Granted literature
- US20170116173A1 DATA-DRIVEN DIALOGUE ENABLED SELF-HELP SYSTEMS Public/Granted day:2017-04-27
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