公开(公告)号：US11425254B2

公开(公告)日：2022-08-23

申请号：US16664904

申请日：2019-10-27

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Arnon Mazza ,  Avraham Faizakof ,  Amir Lev-Tov ,  Tamir Tapuhi ,  Yochai Konig

IPC: G10L15/26 ,  G10L15/22 ,  G06F40/35 ,  H04M3/527 ,  G10L15/16 ,  G10L15/18 ,  G06F16/332 ,  H04M3/51 ,  G10L25/30

Abstract: A system and method are presented for configuring topic-specific chatbots. Clustering interaction transcripts between customers and agents of a contact center is performed to generated a plurality of interaction clusters. The clusters corresponding a topic. Topic-specific dialogue trees are extracted for each cluster. The trees comprise nodes connected by edges. The topic-specific dialogue tree is modified to generate a deterministic dialogue tree. The deterministic dialogue tree is used to configure a topic-specific chatbot to generate and automatically respond to messages regarding the topic.

公开(公告)号：US11170168B2

公开(公告)日：2021-11-09

申请号：US16381452

申请日：2019-04-11

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Amir Lev-Tov ,  Avraham Faizakof ,  Arnon Mazza ,  Yochai Konig

IPC: G06F40/284 ,  G06F40/49 ,  G06F17/18 ,  G10L15/26 ,  G10L25/63

Abstract: A method, system, and computer program product for unsupervised automated generation of lexicons in a specified target domain, comprising tokens having domain-specific sentiment orientation, by selecting a seed set of tokens from a source lexicon; generating a candidate set of tokens from a text corpus in the target domain based on a similarity parameter with the seed set; calculating a sentiment score for each of the tokens in the candidate set; and automatically updating the source lexicon based on the candidate list.

公开(公告)号：US10789430B2

公开(公告)日：2020-09-29

申请号：US16194758

申请日：2018-11-19

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Amir Lev Tov ,  Avraham Faizakof ,  Arnon Mazza ,  Yochai Konig

IPC: G06F40/00 ,  G06F40/35 ,  G06K9/62 ,  G06F40/284

Abstract: Methods, systems, and computer program product for automatically performing sentiment analysis on texts, such as telephone call transcripts and electronic written communications. Disclosed techniques include, inter alia, lexicon training, handling of negations and shifters, pruning of lexicons, confidence calculation for token orientation, supervised customization, lexicon mixing, and adaptive segmentation.

公开(公告)号：US20200059558A1

公开(公告)日：2020-02-20

申请号：US16664904

申请日：2019-10-27

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Arnon Mazza ,  Avraham Faizakof ,  Amir Lev-Tov ,  Tamir Tapuhi ,  Yochai Konig

IPC: H04M3/527 ,  G06F16/332 ,  G10L15/18 ,  G10L15/26 ,  G10L15/16 ,  H04M3/51

Abstract: A system and method are presented for configuring topic-specific chatbots. Clustering interaction transcripts between customers and agents of a contact center is performed to generated a plurality of interaction clusters. The clusters corresponding a topic. Topic-specific dialogue trees are extracted for each cluster. The trees comprise nodes connected by edges. The topic-specific dialogue tree is modified to generate a deterministic dialogue tree. The deterministic dialogue tree is used to configure a topic-specific chatbot to generate and automatically respond to messages regarding the topic.