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AssigneeKore.Ai, Inc.
InventorsRajkumar KONERU, Prasanna Kumar ARIKALA GUNALAN, Rajavardhan NALLURI, Girish AHANKARI, Thirupathi BANDAM, Venkata Praveen Kumar SUVANAM
Estimating the term…
A contact center server provides to an agent device one or more automated response recommendations determined by an executable virtual assistant platform to correspond to customer message data received from a customer device as part of conversation data. Further, the contact center server receives a selection of one of the automated response recommendations from the agent device and identifies agent response data to the customer message data transmitted from the agent device to the customer device. Further, the contact center server, using one or more classification models, determines when there is a change between the selected response recommendation and the identified agent response data. Further, the contact center server associates one or more tags to the identified agent response data in the conversation data when the determination indicates the change. Subsequently, the contact center server updates training of the executable virtual assistant platform based on the conversation data with the associated one or more tags.
1-30. (canceled)
A method comprising:
The method of claim 1, wherein the conversation data between the customer device and the agent device comprises text-based data or voice-based data.
The method of claim 1, wherein the one or more automated response recommendations in the recommendation data comprise at least one of:
The method of claim 1, wherein the determining when there are the one or more changes further comprises identifying at least one of:
The method of claim 4, wherein the identifying the rephrasing the one or more automated response recommendations in the recommendation data further comprises identifying at least one of changing tone or grammar of the one or more automated response recommendations in the recommendation data.
The method of claim 4, wherein the identifying the adding of new content to the one or more automated response recommendations in the recommendation data further comprises identifying at least one of:
The method of claim 4, wherein the identifying the modifying of content of the one or more automated response recommendations in the recommendation data further comprises at least one of:
The method of claim 4, wherein the identifying the deleting content from the one or more automated response recommendations in the recommendation data further comprises at least one of:
The method of claim 1, wherein the one or more classification models comprise:
The method of claim 1, further comprising:
A contact center server comprising:
The contact center server of claim 11, wherein the conversation data between the customer device and the agent device comprises text-based data or voice-based data.
The contact center server of claim 11, wherein the one or more automated response recommendations in the recommendation data comprise at least one of:
The contact center server of claim 11, wherein to determine the one or more changes when there are the one or more changes, the one or more processors are further configured to identify at least one of:
The contact center server of claim 14, wherein the identifying the rephrasing the one or more automated response recommendations in the recommendation data further comprises identifying at least one of changing tone or grammar of the one or more automated response recommendations in the recommendation data.
The contact center server of claim 14, wherein the identifying the adding of new content to the one or more automated response recommendations in the recommendation data further comprises identifying at least one of:
The contact center server of claim 14, wherein the identifying the modifying of content of the one or more automated response recommendations in the recommendation data further comprises at least one of:
The contact center server of claim 14, wherein the identifying the deleting content from the one or more automated response recommendations in the recommendation data further comprises at least one of:
The contact center server of claim 11, wherein the one or more classification models comprise:
The contact center server of claim 11, wherein the one or more processors, prior to the updating the training of the executable virtual assistant platform, are further configured to execute programmed instructions stored in the memory to:
A non-transitory computer-readable medium storing instructions which when executed by one or more processors, causes the one or more processors to:
The non-transitory computer-readable medium of claim 21, wherein the conversation data between the customer device and the agent device comprises text-based data or voice-based data.
The non-transitory computer-readable medium of claim 21, wherein the one or more automated response recommendations in the recommendation data comprise at least one of:
The non-transitory computer-readable medium of claim 21, wherein the determining the one or more changes when there are the one or more changes further comprises identifying at least one of:
The non-transitory computer-readable medium of claim 24, wherein the identifying the rephrasing the one or more automated response recommendations in the recommendation data further comprises identifying at least one of changing tone or grammar of the one or more automated response recommendations in the recommendation data.
The non-transitory computer-readable medium of claim 24, wherein the identifying the adding of new content to the one or more automated response recommendations in the recommendation data further comprises identifying at least one of:
The non-transitory computer-readable medium of claim 24, wherein the identifying the modifying of content of the one or more automated response recommendations in the recommendation data further comprises at least one of:
The non-transitory computer-readable medium of claim 24, wherein the identifying the deleting content from the one or more automated response recommendations in the recommendation data further comprises at least one of:
The non-transitory computer-readable medium of claim 21, wherein the one or more classification models comprise:
The non-transitory computer-readable medium of claim 21, further comprising instructions which when executed by the one or more processors prior to the updating the training of the executable virtual assistant platform, causes the one or more processors to:
Dependencies are inferred from the claim text.