Tunable chatbots
AssigneeAvaya Management L.P.
InventorsValentine C. Matula, David Chavez, Dragan Grebovich
Life of this patent
Estimating the term…
Abstract
A contact center, communication system, and method of operating a contact center are provided. In one example, the contact center includes a plurality of chatbots stored in memory and a chatbot selector that determines a customer interaction in the contact center will have a chatbot assigned thereto, selects a chatbot from the plurality of chatbots for assigning to the customer interaction based on a match between a capability of the chatbot and a service requirement associated with the customer interaction, and assigns the selected chatbot to the customer interaction thereby enabling the selected chatbot to process inputs received during the customer interaction and provide responses to the inputs.
Claims20
A method of processing messages received in a communication system, the method comprising:
- receiving a contact from a customer communication device in a contact center;
- determining a service requirement associated with the contact;
- comparing the service requirement with capabilities of a plurality of different chatbots, wherein each of the plurality of different chatbots possesses a different set of capabilities;
- selecting a chatbot from the plurality of different chatbots, wherein the chatbot is selected based on its set of capabilities best matching the service requirement associated with the contact and wherein the chatbot is tunable;
- allowing the chatbot to engage in an interaction with the customer communication device for purposes of servicing the contact,
- determining a personality trait that is more likely than not to be found desirable by a customer that initiated the contact, and
- tuning, in real-time;
- a personality characteristic of the selected chatbot to provide the determined personality trait.
A communication system, comprising:
- a processor;
- and
- computer memory storing data thereon that enables the processor to:
- receive a contact from a customer communication device in a contact center;
- determine a service requirement associated with the contact;
- compare the service requirement with capabilities of a plurality of different chatbots, wherein each of the plurality of different chatbots possesses a different set of capabilities;
- select a chatbot from the plurality of different chatbots, wherein the chatbot is selected based on its set of capabilities best matching the service requirement associated with the contact and wherein the chatbot is tunable;
- allow the chatbot to engage in an interaction with the customer communication device for purposes of servicing the contact;
- determine a personality trait that is more likely than not to be found desirable by a customer that initiated the contact;
- and
- tune, in real-time, a personality characteristic of the selected chatbot to provide the determined personality trait.
A contact center, comprising:
- a plurality of chatbots stored in memory;
- and
- a chatbot selector that determines a customer interaction in the contact center will have a chatbot assigned thereto, selects a chatbot from the plurality of chatbots for assigning to the customer interaction based on a match between a capability of the chatbot and a service requirement associated with the customer interaction, assigns the selected chatbot to the customer interaction thereby enabling the selected chatbot to process inputs received during the customer interaction and provide responses to the process inputs, and tunes a personality characteristic of the selected chatbot to provide a determined personality trait.
Dependencies are inferred from the claim text.