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US 11,310,173 B2Granted
Virtual agent chat model updates
AssigneeKyndryl, Inc.
InventorsGarfield W. Vaughn, Vasanthi M. Gopal, Gandhi Sivakumar, Lakisha R. S. Hall
Life of this patent
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Abstract
According to a computer-implemented method, a chat data set is received, which chat data set includes information indicative of a plurality of natural language chat transcripts of chats that occurred between a virtual agent and a human. Machine logic analyzes the chat data set to identify an error that occurred in the operation of the virtual agent. The machine logic updates a chat model based on the chat data set.
Claims20
A computer-implemented method, comprising:
- receiving a chat data set including information indicative of a plurality of natural language chat transcripts of chats that occurred between a virtual agent and a human;
- determining a topic for a chat;
- identifying, by machine logic and based on a determined topic for the chat, to which node in the chat flow the chat should be directed;
- analyzing, by machine logic, the chat data set to identify an error that occurred during operation of the virtual agent based on the virtual agent incorrectly routing the chat to a node associated with a topic different from a topic of user input;
- associating the error with the node where the error occurred;
- identifying, by keyword analysis, that there is no node associated with the topic being discussed;
- and
- updating, by machine logic, a chat model:
- based on the chat data set;
- and
- by generating a new node having subject matter expertise for the topic of the chat.
8 more elements
A system, comprising:
- a log capture device to receive a chat data set including information indicative of a plurality of natural language chat transcripts of chats that occurred between a virtual agent and a human, wherein:
- a virtual agent chat flow comprises a hierarchically organized arrangement of nodes;
- and
- different nodes have different subject matter expertise and different natural language processing parameters and relate to different topics brought up in the chat;
- a log analysis device to analyze the chat data set to:
- identify when a human agent is introduced into the chat;
- identify, as an error that occurred during operation of the virtual agent, when the virtual agent prematurely hands the chat off to the human agent;
- associate the error with a node where the error occurred;
- and
- identify, by keyword analysis, that there is no node associated with a topic being discussed;
- and
- a chat model update device to update a chat model:
- based on the chat data set by providing new keywords to indicate when a chat is to be passed to a different node;
- and
- by generating a new node having subject matter expertise for the topic of the chat.
12 more elements
A computer program product for managing a virtual agent, the computer program product comprising a non-transitory computer readable storage medium having program instructions embodied therewith, the program instructions executable by a processor, to cause the processor to:
- receive, by the processor, a chat data set including information indicative of a plurality of natural language chat transcripts of chats that occurred between a virtual agent and a human;
- identify, by the processor, which nodes of the virtual agent are triggered in a chat and when triggered nodes of the virtual agent are triggered, wherein different nodes of the virtual agent have different subject matter expertise and different natural language processing parameters and relate to different topics brought up in the chat;
- identify when a human agent is introduced into the chat to respond to a request;
- analyze a transcript of the human agent responding to the request;
- determine that a response by the virtual agent is unrelated to a topic of the chat;
- analyze, by the processor, the chat data set to identify an error that occurred during operation of the virtual agent based on:
- the virtual agent incorrectly routing the chat to a node associated with a topic different from a topic of user input;
- and
- the transcript of the human agent responding to the request;
- identify, by the processor, the node in the virtual agent from which the error originates;
- identify, by the processor, a human resolution of the error that occurred during operation of the virtual agent;
- identify, by keyword analysis, that there is no node associated with the topic being discussed;
- and
- automatically update, by the processor, a chat model based on the human resolution of the error by:
- updating rules which identify to which node of the virtual agent the chat is to be handed;
- providing new keywords to indicate when a chat is to be passed to a different node;
- and
- creating a new node in an existing chat model wherein the new node has subject matter expertise for the topic of the chat.
15 more elements
Dependencies are inferred from the claim text.