System And Method of Using Generative AI for Customer Support
AssigneeForethought Technologies, Inc.
InventorsSami Ghoche, Deon Nicholas, Vlad Karpukhin, Yi Lu, Hanqiao Li, EJ Liao, Antoine Nasr, Dev Sharma, Nick Carter
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Abstract
A computer-implemented method is disclosed for using generative AI for customer support. An AI model may be fine-tuned on the task of generating a template workflow answer given a prompt of real answers. In some implementations, an AI empathy model is trained/fine-tuned to customize template answers to be more empathic. In some implementations, the template workflow answer may include an API call step.
Claims20
A computer-implemented method for automating the generation of template answers for responding to a customer support ticket, comprising:
- automatically discovering topics in customer support tickets by identifying a taxonomy in the customer support tickets;
- recommending automation of a selected topic not previously automated for generating answers for customer questions associated with the topic;
- automatically generated text portions of a template answer for the selected topic;
- generating a workflow sequence for the template answer for the selected topic;
- receiving at least one of authorization and edits of the template answer and associated workflow sequence;
- automating generation of a template answer and workflow for the selected topic.
A computer-implemented method for automating the generation of a template answer for responding to a customer service ticket comprising:
- discovering topics of customer tickets;
- clustering similar agent answers for a selected topic;
- selecting a subset of clustered answers;
- feeding the selected subset into a generative large language model fine-tuned on a task of generating a template answer given a prompt of similar real answers;
- and
- generating a recommended template answer for the selected topic.
A method for responding to a customer service ticket comprising:
- performing topic detection classification of a customer question;
- selecting a template answer for the topic of the customer question;
- providing the template answer and the customer question to a generative model trained on empathic conversations;
- and
- generating an empathic answer to the question that includes the substantive port of the template answer associated with a corresponding workflow.
A computer-implemented system for augmenting customer support, comprising:
- a topic discovery engine to discover topics in customer support tickets by classifying, using a trained classifier, received customer support tickets into a granular taxonomy of customer support ticket topics to identify customer support topics for at least some of the received customer support tickets, wherein, the granular taxonomy is generated from a set of previous customer support tickets;
- a template answer engine including a generative model trained on generating template answers for a prompt of similar real answers;
- and
- an empathy customization engine trained to customize template answers to retain the substantive content and workflow while adding empathic language;
- the system configured to generate an empathic version of a template answer for at least one customer support topic.
Dependencies are inferred from the claim text.