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公开(公告)号：US20210256534A1
公开(公告)日：2021-08-19
申请号：US16792987
申请日：2020-02-18
Applicant: AT&T Intellectual Property I, L.P.
Inventor： Ni An , Yunmiao Wang , Martin Patrick McEnroe , Joshua D. West
Abstract: The present disclosure describes various methods, computer-readable media, and apparatuses for supporting customer service automation. The support for automation of customer service may be based on analysis of conversations between customers and customer service agents of a customer service center. The support for automation of customer service may be based on analysis of conversations between customers and customer service agents to identify conversation-level topics and utterance-level topics from the customer service conversations. The support for automation of customer service may be based on use of conversation-level topics and utterance-level topics identified from the customer service conversations to control initiation of customer service automation actions for supporting automation of customer service of the customer service center. The support for automation of customer service may be based on use of conversation-level and utterance-level topics identified from the customer service conversations to control selection, and design, of chatbots for the customer service center.
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公开(公告)号：US11544721B2
公开(公告)日：2023-01-03
申请号：US16792987
申请日：2020-02-18
Applicant: AT&T Intellectual Property I, L.P.
Inventor： Ni An , Yunmiao Wang , Martin Patrick McEnroe , Joshua D. West
IPC: G06Q10/00 , G06Q30/00 , G06Q10/10 , G06F16/28 , G06F40/40 , G06N3/04 , H04L51/02 , G06N3/08 , H04L51/216
Abstract: The present disclosure describes various methods, computer-readable media, and apparatuses for supporting customer service automation. The support for automation of customer service may be based on analysis of conversations between customers and customer service agents of a customer service center. The support for automation of customer service may be based on analysis of conversations between customers and customer service agents to identify conversation-level topics and utterance-level topics from the customer service conversations. The support for automation of customer service may be based on use of conversation-level topics and utterance-level topics identified from the customer service conversations to control initiation of customer service automation actions for supporting automation of customer service of the customer service center. The support for automation of customer service may be based on use of conversation-level and utterance-level topics identified from the customer service conversations to control selection, and design, of chatbots for the customer service center.
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