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US 12,328,239 B2Granted
Systems and methods for bot selection calibration in two-way communications
AssigneeLiveperson, Inc.
InventorsMichael Higgins, Matthew Dunn
Life of this patent
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Abstract
The present disclosure relates generally to facilitating two-way communications. One example involves receiving input data as part of a two-way communication session associated with a plurality of bots, accessing confidence scores from the bots. Mapped scores are then generated for the plurality of bots from the confidence scores using a bot score mapper. A selected bot is identified using the mapped scores, and the two-way communication session is facilitated using the selected bot. Further, techniques are provided to track performance of the selected bot and dynamically updated mapping adjustments in the bot score mapper using feedback and machine learning systems.
Claims27
A computer-implemented method comprising:
- receiving input data as part of a two-way communication session;
- simultaneously providing the input data to a plurality of bots;
- simultaneously receiving heterogeneous confidence scores for the plurality of bots, wherein a heterogeneous confidence score corresponds to a bot and is generated using an analysis by the bot of the input data, and indicates an association strength between the input data and the bot;
- generating mapped scores for the plurality of bots by calibrating the heterogeneous confidence scores with an associated bot score mapper, wherein mapped scores are standardized confidence scores;
- selecting a first bot based on a first mapped score for the first bot having a highest value score of the mapped scores;
- comparing the first mapped score for the first bot against a first bot specific threshold value;
- rejecting the first mapped score when the first mapped score is below the first bot specific threshold value;
- selecting a second bot based on a second mapped score for the second bot having a next highest value score of the mapped scores;
- comparing a second mapped score for a second bot against a second bot specific threshold value, wherein the second bot specific threshold value is different than the first bot specific threshold value;
- selecting the second bot based on the second bot meeting the second bot specific threshold value;
- facilitating the two-way communication session using the second bot;
- and
- recalibrating one or more of the standardized confidence scores of the bot score mappers, based on the selection of the second bot and the two-way communication session, thereby adjusting subsequent bot selection.
10 more elements
A system comprising:
- a memory;
- and
- one or more processors coupled to the memory, the one or more processors configured to perform operations comprising:
- receiving input data as part of a two-way communication session;
- simultaneously providing the input data to a plurality of bots;
- simultaneously receiving heterogeneous confidence scores for the plurality of bots, wherein a heterogeneous confidence score corresponds to a bot and is generated using an analysis by the bot of the input data, and indicates an association strength between the input data and the bot;
- generating mapped scores for the plurality of bots by calibrating the heterogeneous confidence scores with an associated bot score mapper, wherein mapped scores are standardized confidence scores;
- selecting a first bot based on a first mapped score for the first bot having a highest value score of the mapped scores;
- comparing the first mapped score for the first bot against a first bot specific threshold value;
- rejecting the first mapped score when the first mapped score is below the first bot specific threshold value;
- selecting a second bot based on a second mapped score for the second bot having a next highest value score of the mapped scores
- comparing a second mapped score for a second bot against a second bot specific threshold value, wherein the second bot specific threshold value is different than the first bot specific threshold value;
- selecting the second bot based on the second bot meeting the second bot specific threshold value;
- facilitating the two-way communication session using the second bot;
- and
- recalibrating one or more of the standardized confidence scores of the bot score mappers. based on the selection of the second bot and the two-way communication session, thereby adjusting subsequent bot selection.
13 more elements
A non-transitory computer readable medium comprising instructions that, when executed by one or more processors of a device, cause the device to perform operations comprising:
- receiving input data as part of a two-way communication session;
- simultaneously providing the input data to a plurality of bots;
- simultaneously receiving heterogeneous confidence scores for the plurality of bots, wherein a heterogeneous confidence score corresponds to a bot and is generated using an analysis by the bot of the input data, and indicates an association strength between the input data and the bot;
- generating mapped scores for the plurality of bots by calibrating the heterogeneous confidence scores with an associated bot score mapper, wherein mapped scores are standardized confidence scores;
- selecting a first bot based on a first mapped score for the first bot having a highest value score of the mapped scores;
- comparing the first mapped score for the first bot against a first bot specific threshold value;
- rejecting the first mapped score when the first mapped score is below the first bot specific threshold value;
- selecting a second bot based on a second mapped score for the second bot having a next highest value score of the mapped scores
- comparing a second mapped score for a second bot against a second bot specific threshold value, wherein the second bot specific threshold value is different than the first bot specific threshold value;
- selecting the second bot based on the second bot meeting the second bot specific threshold value;
- facilitating the two-way communication session using the second bot;
- and
- recalibrating one or more of the standardized confidence scores of the bot score mappers, based on the selection of the second bot and the two-way communication session, thereby adjusting subsequent bot selection.
10 more elements
Dependencies are inferred from the claim text.