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US 2006/0233344 A1Published application
System and method for expedited resolution of inquiries for an automated agent
OwnerSubrata Das, Ea-Ee Janinventors
Life of this patent
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Abstract
An automated agent system and method includes an action classifier which scores a representation of a portion of a user inquiry based on a knowledge bank. A comparing device compares a running score of the representation to a threshold to determine if enough information has been collected to respond early to the inquiry. An action mechanism provides an early response to the user prior to the user completing the inquiry if the threshold has been exceeded.
Claims22
An automated agent system, comprising:
- an action classifier, which scores a representation of a portion of a user inquiry based on a knowledge bank;
- a comparing device which compares a running score of the representation to a threshold to determine if enough information has been collected to respond early to the inquiry;
- and
- an action mechanism which provides an early response to the user prior to the user completing the inquiry if the threshold has been exceeded.
1 more element
An automated call agent system, comprising:
- a speech recognizer, which receives speech information from a caller and decodes the speech information into a representation of the speech information as the speech information is being received;
- an action classifier, which scores portions of the representation to the inquiry based on a knowledge bank;
- a comparing device which compares a running score of the portions of the representation to a threshold to determine if enough information has been collected to barge-in on the user's inquiry to respond early to the inquiry;
- and
- an action mechanism which barges-in on the inquiry and provides an early response to the user prior to the user completing the inquiry, if the threshold has been exceeded.
2 more elements
A method for responding early to a user inquiry in an automated agent system, comprising the steps of:
- scoring a representation of a portion of a user inquiry based on a knowledge bank;
- comparing a running score of the representation to a threshold to determine if enough information has been collected to respond early to the inquiry;
- and
- responding to the user prior to the user completing the inquiry.
1 more element
Dependencies are inferred from the claim text.