Partial automation of text chat conversations
AssigneeVerint Americas Inc.
InventorIan Beaver
Life of this patent
Estimating the term…
Abstract
To allow the human customer service agents to specialize in the instances where human service is preferred, but to scale to the volume of large call centers, systems and methods are provided in which human agents and intelligent virtual assistants (IVAs) co-handle a conversation with a customer. IVAs handle simple or moderate tasks, and human agents are used for those tasks that require or would benefit from human compassion or special handling. Instead of starting the conversation with an IVA and then escalating or passing control of the conversation to a human to complete, the IVAs and human agents work together on a conversation.
Claims20
A method for partially automating a text chat conversation, the method comprising:
- selecting a plurality of samples from a plurality of unlabeled samples, wherein the unlabeled samples comprise pairs of text strings comprising a user input and a corresponding live agent response from a chat conversation, the selected plurality of samples comprising such pairs for which a language model employed by an intelligent virtual assistant (IVA) has not been previously trained;
- receiving a labeled sample corresponding to each sample of the plurality of samples;
- adding each labeled sample to a labeled training set;
- training the language model with the labeled training set;
- and
- using the language model in a text conversation between a user computing device and the IVA.
A method for partially automating a text chat conversation, the method comprising:
- collecting a plurality of input-response pairs from a plurality of intelligent virtual assistants (IVAs), wherein the plurality of input-response pairs comprise pairs of text strings comprising a user input and a corresponding live agent response from a chat conversation;
- receiving a label for each of the plurality of input-response pairs;
- and
- training a language model with the labeled input-response pairs.
A system for partially automating a text chat conversation, the system comprising:
- an agent computing device with human agent text conversation capability and intelligent virtual assistant (IVA) text conversation ability;
- an active learning engine configured to:
- select a plurality of samples from a plurality of unlabeled samples, wherein the unlabeled samples comprise pairs of text strings comprising a user input and a corresponding live agent response from a chat conversation, the selected plurality of samples comprising such pairs for which a language model employed by the IVA has not been previously trained;
- receive a labeled sample corresponding to each sample of the plurality of samples;
- add each labeled sample to a labeled training set;
- and
- train the language model with the labeled training set;
- and
- a natural language understanding (NLU) component configured to use the language model in a text conversation between a user computing device and an IVA.
Dependencies are inferred from the claim text.