Assessing complexity of dialogs to streamline handling of service requests
AssigneeDoorDash, Inc.
InventorsBiplav Srivastava, Qingzi Vera Liao, Pavan Kapanipathi Bangalore
Life of this patent
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Abstract
A dialogue complexity assessment method, system, and computer program product including calculating a complexity utilizing domain-dependent terms and domain-independent terms of a dialogue, where the dialogue includes dialogue data from contact centers of service providers.
Claims20
A computer-implemented method for assessing complexity of dialogue between a customer support center and a user making a service request, the method comprising:
- receiving dialogue data representing a dialogue between a customer support center and a user of the customer support center that is making a service request, wherein the dialogue comprises at least one conversational turn between the customer support center and the user and each conversational turn comprises at least one utterance by the customer support center and at least one utterance by the user;
- and
- determining a complexity of the dialogue in stages comprising the at least one conversational turn, and based thereupon, managing handling of the service request in real-time.
A computer program product for dialogue complexity assessment, the computer program product comprising a computer readable storage medium having program instructions embodied therewith, the program instructions executable by a computer to cause the computer to perform:
- receiving dialogue data representing a dialogue between a customer support center and a user of the customer support center that is making a service request, wherein the dialogue comprises at least one conversational turn between the customer support center and the user and each conversational turn comprises at least one utterance by the customer support center and at least one utterance by the user;
- and
- determining a complexity of the dialogue in stages comprising the at least one conversational turn, and based thereupon, managing handling of the service request in real-time.
A dialogue complexity assessment system, said system comprising:
- a processor;
- and
- a memory, the memory storing instructions to cause the processor to perform:
- receiving dialogue data representing a dialogue between a customer support center and a user of the customer support center that is making a service request, wherein the dialogue comprises at least one conversational turn between the customer support center and the user and each conversational turn comprises at least one utterance by the customer support center and at least one utterance by the user;
- and
- determining a complexity of the dialogue in stages comprising the at least one conversational turn, and based thereupon, managing handling of the service request in real-time.
Dependencies are inferred from the claim text.