公开(公告)号：US20180336896A1

公开(公告)日：2018-11-22

申请号：US15986787

申请日：2018-05-22

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Conor McGann ,  Ioana Grigoropol ,  Masha Orshansky ,  Ankit Pat

IPC: G10L15/22 ,  G06F17/30 ,  H04M3/493 ,  G06N7/00

CPC classification number: H04M3/4936 ,  G06F17/18 ,  H04M3/4935 ,  H04M2203/355 ,  H04M2203/556

Abstract: A system and method for engaging in an automated dialog with a user. A processor retrieves a preset dialog flow that includes various blocks directing the dialog with the user. The processor provides a prompt to the user based on a current block of the dialog flow, receives an action from the user in response to the prompt, and retrieves a classification/decision tree corresponding to the dialog flow. The classification tree has a plurality of nodes mapped to the blocks of the dialog flow. Each of the nodes represents a user intent. The processor computes a probability for each of the nodes based on the action from the user. A particular one of the nodes is then selected based on the computed probabilities. A target block of the dialog flow is further identified based on the selected node, and a response is output in response to the identified target block.

公开(公告)号：US20180338041A1

公开(公告)日：2018-11-22

申请号：US15986766

申请日：2018-05-22

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Conor McGann ,  Ioana Grigoropol ,  Masha Orshansky ,  Ankit Pat

IPC: H04M3/493 ,  G06F17/18

CPC classification number: H04M3/4936 ,  G06F17/18 ,  H04M3/4935 ,  H04M2203/355 ,  H04M2203/556

Abstract: A system and method for engaging in an automated dialog with a user. A processor retrieves a preset dialog flow that includes various blocks directing the dialog with the user. The processor provides a prompt to the user based on a current block of the dialog flow, receives an action from the user in response to the prompt, and retrieves a classification/decision tree corresponding to the dialog flow. The classification tree has a plurality of nodes mapped to the blocks of the dialog flow. Each of the nodes represents a user intent. The processor computes a probability for each of the nodes based on the action from the user. A particular one of the nodes is then selected based on the computed probabilities. A target block of the dialog flow is further identified based on the selected node, and a response is output in response to the identified target block.