公开(公告)号：US20180129942A1

公开(公告)日：2018-05-10

申请号：US15865161

申请日：2018-01-08

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Cliff W. Bell ,  Daniel S. Stoops

IPC: G06N5/02 ,  H04L12/58 ,  G06Q30/02 ,  G06F17/30 ,  G06N5/04

CPC classification number: G06N5/02 ,  G06F16/3329 ,  G06N5/04 ,  G06N5/048 ,  G06Q30/016 ,  G06Q30/0203 ,  H04L51/02

Abstract: In a system for knowledge system management, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: receive a question from a customer; determine whether to not the question satisfies a first criterion for obtaining an automated response to the question; in response to determining that the question satisfies the first criterion, transmit the question to a knowledge system for generating automated responses to questions; receive the automated response to the question from the knowledge system; determine whether or not the automated response satisfies a second criterion for providing the automated response to the customer; and in response to determining that the automated response satisfies the second criterion, transmit the automated response to an electronic device operated by the customer,