Support chat profiles using ai
AssigneeAmerican Express Travel Related Services Company, Inc.
InventorsSIBISH BASHEER, JOHN BRUNO
Life of this patent
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Abstract
A chat system implementing AI-based support chat profiles may receive and process one or more user chat inputs from a user terminal. The chat system may select a support chat profile based on the processed user chat input. The chat system may generate one or more AI chat responses based on the processed user chat input and the support chat profile. The chat system may determine a confidence level of each AI chat response. The chat system may generate a support response. In response to the confidence level of the AI chat response being greater than a predetermined level, the support response may be generated to comprise the AI chat response.
Claims20
A method, comprising:
- processing, by a chat system, a user chat input;
- selecting, by the chat system, a support chat profile based on the processed user chat input;
- generating, by the chat system, an AI chat response based on the processed user chat input and the support chat profile;
- determining, by the chat system, a confidence level of the AI chat response;
- and
- generating, by the chat system, a support response, wherein in response to the confidence level of the AI chat response being greater than a predetermined level, the support response is generated to comprise the AI chat response.
A system comprising:
- a processor,
- a tangible, non-transitory memory configured to communicate with the processor,
- the tangible, non-transitory memory having instructions stored thereon that, in response to execution by the processor, cause the processor to perform operations comprising:
- processing, by the processor, a user chat input;
- selecting, by the processor, a support chat profile based on the processed user chat input;
- generating, by the processor, an AI chat response based on the processed user chat input and the support chat profile;
- determining, by the processor, a confidence level of the AI chat response;
- and
- generating, by the processor, a support response, wherein in response to the confidence level of the AI chat response being greater than a predetermined level, the support response is generated to comprise the AI chat response.
An article of manufacture including a non-transitory, tangible computer readable storage medium having instructions stored thereon that, in response to execution by a computer based system, cause the computer based system to perform operations comprising:
- processing, by the computer based system, a user chat input;
- selecting, by the computer based system, a support chat profile based on the processed user chat input;
- generating, by the computer based system, an AI chat response based on the processed user chat input and the support chat profile;
- determining, by the computer based system, a confidence level of the AI chat response;
- and
- generating, by the computer based system, a support response, wherein in response to the confidence level of the AI chat response being greater than a predetermined level, the support response is generated to comprise the AI chat response.
Dependencies are inferred from the claim text.