# US 11,443,121 B2 · Assessing complexity of dialogs to streamline handling of service requests > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 11,443,121 B2 - Document ID: US11443121B2 - Status: Granted - Kind: B2 - Application number: 16/659,851 - Filed: 2019-10-22 - Published: 2020-02-13 - Granted: 2022-09-13 - Earliest claimed: 2017-04-28 - Assignees: DoorDash, Inc. - Applicants: DoorDash, Inc. - Inventors: Biplav Srivastava; Qingzi Vera Liao; Pavan Kapanipathi Bangalore - Web page: https://patentgrep.com/patent/US11443121B2 ## CPC - G06F 40/35: Discourse or dialogue representation - G06F 40/253: Grammatical analysis; Style critique - G06F 40/284: Lexical analysis, e.g. tokenisation or collocates - G06F 40/289: Phrasal analysis, e.g. finite state techniques or chunking - G10L 15/01: Assessment or evaluation of speech recognition systems - H04M 3/5175: {Call or contact centers supervision arrangements} - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - G10L: SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## 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. ## Claims ### Claim 1 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. ### Claim 2 (depends on 1) The computer-implemented method of claim 1, further comprising: utilizing the determined complexity of the dialogue to manage the service request at each conversational turn. ### Claim 3 (depends on 1) The computer-implemented method of claim 1, further comprising: rating interaction between the customer support center and the user by weighting a user-provided rating of the interaction using the determined complexity of the dialogue between the customer support center and the user. ### Claim 4 (depends on 1) The computer-implemented method of claim 1, further comprising: rating interaction between the customer support center and the user by weighting a user-provided rating of the interaction using the determined complexity of the dialogue between the customer support center and the user and a duration of the service request. ### Claim 5 (depends on 1) The computer-implemented method of claim 1, further comprising: utilizing machine learning to determine the complexity of the dialogue. ### Claim 6 (depends on 1) The computer-implemented method of claim 1, further comprising: utilizing a predetermined dialogue complexity threshold to determine resource-allocation to be applied during the service request. ### Claim 7 (depends on 6) The computer-implemented method of claim 6, further comprising: providing an automated response to a user inquiry during the service request when the predetermined dialogue complexity threshold is not exceeded. ### Claim 8 (depends on 6) The computer-implemented method of claim 6, further comprising: providing a human response to a user inquiry during the service request when the predetermined dialogue complexity threshold is exceeded. ### Claim 9 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. ### Claim 10 (depends on 9) The computer program product of claim 9, wherein the program instructions executable by the computer further cause the computer to perform: utilizing the determined complexity of the dialogue to manage the service request at each conversational turn. ### Claim 11 (depends on 9) The computer program product of claim 9, wherein the program instructions executable by the computer further cause the computer to perform: rating interaction between the customer support center and the user by weighting a user-provided rating of the interaction using the determined complexity of the dialogue between the customer support center and the user. ### Claim 12 (depends on 9) The computer program product of claim 9, wherein the program instructions executable by the computer further cause the computer to perform: rating interaction between the customer support center and the user by weighting a user-provided rating of the interaction using the determined complexity of the dialogue between the customer support center and the user and a duration of the service request. ### Claim 13 (depends on 9) The computer program product of claim 9, wherein the program instructions executable by the computer further cause the computer to perform: utilizing a predetermined dialogue complexity threshold to determine resource-allocation to be applied during the service request. ### Claim 14 (depends on 13) The computer program product of claim 13, wherein the program instructions executable by the computer further cause the computer to perform: providing an automated response to a user inquiry during the service request when the predetermined dialogue complexity threshold is not exceeded. ### Claim 15 (depends on 13) The computer program product of claim 13, wherein the program instructions executable by the computer further cause the computer to perform: providing a human response to a user inquiry during the service request when the predetermined dialogue complexity threshold is exceeded. ### Claim 16 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. ### Claim 17 (depends on 16) The dialogue complexity assessment system of claim 16, wherein the instructions further cause the processor to perform: utilizing the determined complexity of the dialogue to manage the service request at each conversational turn. ### Claim 18 (depends on 16) The dialogue complexity assessment system of claim 16, wherein the instructions further cause the processor to perform: rating interaction between the customer support center and the user by weighting a user-provided rating of the interaction using the determined complexity of the dialogue between the customer support center and the user. ### Claim 19 (depends on 16) The dialogue complexity assessment system of claim 16, wherein the instructions further cause the processor to perform: rating interaction between the customer support center and the user by weighting a user-provided rating of the interaction using the determined complexity of the dialogue between the customer support center and the user and a duration of the service request. ### Claim 20 (depends on 16) The dialogue complexity assessment system of claim 16, wherein the instructions further cause the processor to perform: utilizing a predetermined dialogue complexity threshold to determine resource-allocation to be applied during the service request.