System and method for handling a voice prompted conversation
OwnerDavid Mitby, Andrea Klein +5inventors
InventorsDavid Mitby, Andrea Klein, Matthew O'Connor, Matthew Marx, Craig Nicol, Jonathan Katzman, Firooz Partovi
Life of this patent
Estimating the term…
Abstract
Described is a method of handling automated conversations by categorizing a plurality of events which occur during automated conversations based on an impact of the events on a level of user satisfaction with the automated conversations, assigning to each category of events a quality score corresponding to the impact on user satisfaction of the events in each category and initiating a conversation handling action for one of the conversations based on the categories of events detected during the one of the conversations.
Claims25
A method, comprising:
- categorizing a plurality of events which occur during automated conversations based on an impact of the events on a level of user satisfaction with the automated conversations;
- assigning to each category of events a quality score corresponding to the impact on user satisfaction of the events in each category;
- and
- initiating a conversation handling action for one of the conversations based on the categories of events detected during the one of the conversations.
A system, comprising:
- a storage module storing a categorization of a plurality of events which occur during automated conversations, the categorization being based on an impact of the events on a level of user satisfaction with the automated conversations, wherein each of the events of each category is assigned a quality score corresponding to the impact on user satisfaction of the events in each category;
- and
- a quality score module initiating a conversation handling action for one of the conversations based on the categories of events detected during the one of the conversations.
A system comprising a memory to store a set of instructions and a processor to execute the set of instructions, the set of instructions being operable to:
- access a categorization of a plurality of events which occur during automated conversations, the categorization being based on an impact of the events on a level of user satisfaction with the automated conversations;
- access a quality score assigned to each category of events, the quality score corresponding to the impact on user satisfaction of the events in each category;
- and
- initiate a conversation handling action for one of the conversations based on the categories of events detected during the one of the conversations.
A method, comprising:
- categorizing a plurality of events which occur during automated conversations based on an impact of the events on a level of user satisfaction with the automated conversations;
- assigning to each category of events a quality score corresponding to the impact on user satisfaction of the events in each category;
- and
- recording user satisfaction for a plurality of automated conversations based on the categorization of events detected during the conversations.
A method, comprising:
- storing a sequence of events which occur during automated conversations;
- recording events in one of the automated conversations;
- initiating a conversation handling action for the one of the conversations when the recorded events correspond to the stored sequence of events.
Dependencies are inferred from the claim text.