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AssigneeInternational Business Machines Corporation
InventorsCarl M. Marrelli, Jeffrey T. Matteo, Ram S. Narayanan, Martin Oberhofer
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Embodiments provide a system and method for integrating a cognitive system into a call center. The system and method include ingesting, through an instant messaging application, one or more original questions from one or more call center agents; ingesting, through the instant messaging application, one or more answers associated with the one or more original questions; receiving, through the instant messaging system, one or more additional questions; determining one or more proposed answers to each additional question based on analysis of the one or more original questions and answers; determining a confidence score for each of the one or more proposed answers; if the confidence score of the proposed answer exceeds a confidence threshold, providing the proposed answer to the call center agent; receiving, through a feedback module, feedback on the proposed answer from one or more subject matter experts or call center managers; and incorporating the feedback on the proposed answer into the analysis of the one or more original questions.
A computer implemented method, in a data processing system comprising a processor and a memory comprising instructions which are executed by the processor to cause the processor to implement a call center question and answer system, the method comprising:
A computer program product for question and answer generation, the computer program product comprising a computer readable storage medium having program instructions embodied therewith, the program instructions executable by a processor to cause the processor to:
A method for cognitive system integration into a call center using an instant messaging application, the method comprising:
Dependencies are inferred from the claim text.