Assessing complexity of dialogs to streamline handling of service requests
AssigneeInternational Business Machines Corporation
InventorsBiplav Srivastava, Qingzi Vera Liao, Pavan Kapanipathi Bangalore
Life of this patent
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Abstract
A dialogue complexity assessment method, system, and computer program product including calculating a complexity utilizing domain-dependent terms and domain-independent terms of a dialogue, where the dialogue includes dialogue data from contact centers of service providers.
Claims20
A computer-implemented dialogue complexity assessment method, the method comprising:
- calculating a complexity utilizing domain-dependent terms and domain-independent terms of a dialogue,
- wherein the dialogue includes dialogue data from contact centers of service providers.
A computer program product for dialogue complexity assessment, the computer program product comprising a computer readable storage medium having program instructions embodied therewith, the program instructions executable by a computer to cause the computer to perform:
- calculating a complexity utilizing domain-dependent terms and domain-independent terms of a dialogue,
- wherein the dialogue includes dialogue data from contact centers of service providers.
A dialogue complexity assessment system, said system comprising:
- a processor, and
- a memory, the memory storing instructions to cause the processor to perform:
- calculating a complexity utilizing domain-dependent terms and domain-independent terms of a dialogue,
- wherein the dialogue includes dialogue data from contact centers of service providers.
Dependencies are inferred from the claim text.