US 10,832,255 B2Granted

Systems and methods for understanding and solving customer problems by extracting and reasoning about customer narratives

AssigneeCapital One Services, LLC

InventorsAlexandra Coman, Erik T. Mueller, Margaret Mayer

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Abstract

Consistent with the disclosed embodiments, systems and methods are provided herein for autonomously responding to customer problems. In one example implementation, a system performing a method is provided. The system may receive a customer utterance associated with a customer and define, based on the customer utterance, a first customer narrative comprising a first customer goal. The system may also determine whether the first customer narrative is sufficient to identify a first customer problem corresponding to at least a first problem of a plurality of problems. Responsive to determining that the first customer narrative is sufficient, the system may identify a first response corresponding with the first problem. The system may also customize the first response for the customer based on at least the first customer narrative, and execute the customized response.

Claims22

Dependent claims

A system for autonomously identifying and responding to customer problems, the system comprising:

one or more processors;
and
memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:
receive a customer utterance associated with a customer;
determine whether the customer utterance is sufficient to identify a first customer problem;
responsive to determining that the customer utterance is insufficient to identify the first customer problem:
retrieve one or more prior customer interactions with the customer, each of the one or more prior customer interactions predating the customer utterance;
determine whether the customer utterance and the one or more prior customer interactions are sufficient to identify the first customer problem;
and
responsive to determining that the customer utterance and the one or more prior customer interactions are insufficient, (i) provide a follow-up system utterance to the customer in order to elicit additional information related to the first customer problem and (ii) receive the additional information;
responsive to determining that (i) the customer utterance, (ii) the customer utterance and the one or more prior customer interactions, or (iii) the customer utterance, the one or more prior customer interactions, and the additional information is sufficient to identify the first customer problem, identify at least a first response corresponding with the first customer problem;
customize the first response for the customer based on the customer utterance;
and
execute the customized first response.

11 more elements

A system for autonomously identifying and responding to customer problems, the system comprising:

one or more processors;
and
memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:
receive a customer utterance associated with a customer;
determine whether the customer utterance is sufficient to identify a first customer problem;
responsive to determining that the customer utterance is sufficient to identify the first customer problem, identify a first response corresponding with the first customer problem;
customize the first response for the customer based on at least the customer utterance;
and
execute the customized first response.

6 more elements

A system for autonomously identifying and responding to customer problems, the system comprising:

one or more processors;
and
memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:
receive a customer utterance associated with a customer from a user device;
determine whether the customer utterance corresponds with a first customer problem;
responsive to determining that the customer utterance does not correspond with the first customer problem, (i) provide follow-up system utterances to the user device in order to elicit additional information related to the first customer problem and (ii) receive the additional information;
responsive to determining that (i) the customer utterance or (ii) the customer utterance and the additional information corresponds with the first customer problem:
identify at least a first response corresponding with the first customer problem;
customize the first response for the customer based on the customer utterance, the additional information, or both;
and
execute the customized first response.

8 more elements

A system for autonomously identifying and responding to customer problems, the system comprising:

one or more processors;
and
memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:
receive one or more customer utterances from a user device associated with a customer;
extract a customer narrative from the one or more customer utterances;
extract one or more customer problems from the customer narrative;
generate a first solution to the one or more customer problems;
execute the first solution;
synthesize a first system response based on the customer narrative, the first solution, and result of the executed first solution;
send the first system response to the user device;
receive a first additional customer utterance from the user device;
determine whether the first additional customer utterance comprises a close conversation request or whether the user device has disconnected from the system;
responsive to determining that the first additional customer utterance comprises the close conversation request or that the user device has disconnected from the system, terminate interaction with the user device;
and
responsive to determining that the first additional customer utterance does not comprise the close conversation request and has not disconnected from the system,
update the customer narrative based on the first additional customer utterance.

13 more elements

Dependencies are inferred from the claim text.

Facts

Application: 16/786,883Filed 10 Feb 2020 · continuation
Priority: 5 Apr 2019
Published: US 2020/0320542 A18 Oct 2020
Granted: 10 Nov 2020
Term ends: Not estimatedThe source records don’t support an estimate.

Classification5 codes

G06Q 30/016
Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk: after-sales
G06Q 40/03
Finance; Insurance; Tax strategies; Processing of corporate or income taxes: credit; Loans; Processing thereof
G10L 17/00
Speaker identification or verification techniques
G06Q
Information and communication technology [ict] specially adapted for administrative, commercial, financial, managerial