Method and system for generative ai with dynamic persona adaptation and applications thereof
AssigneeVerizon Patent and Licensing Inc.
InventorsDurgesh Kumar, Saurabh Tahiliani
Life of this patent
Estimating the term…
Abstract
The present teaching relates to conduct persona-adaptive communications with a customer at a geo-locale. Transcripts of a current and historic communications involving the customer are used to characterize the persona of the customer. Transcripts of historic communications with customers at the geo-locale are used to characterize the persona of the geo-locale. Current persona of the customer exhibited in the current communication is combined with the customer's persona and the geo-locale's persona to compute a response input vector, A language model generates, based on the response input vector, a persona-adaptive response, which is then sent to the customer a response.
Claims20
A method, comprising:
- receiving a transcript of a current communication with a customer at a geo-locale;
- retrieving a first set of transcripts of historic communications associated with the customer and a second set of transcripts of historic communications that occurred at the geo-locale;
- computing a user persona vector based on
- a hyper contextual persona vector obtained based on the transcript and the first set of transcripts, wherein the hyper contextual persona vector characterizes a first persona of the customer exhibited in the current and the historic communications, and
- a geo-localized persona vector obtained based on the second set of transcripts, wherein the geo-localized persona vector characterizes a second persona of the geo-locale;
- computing a current persona vector based on the transcript to characterize a current persona of the customer exhibited in the current communication;
- generating, by a language model, a persona-adaptive response based on the user persona vector and the current persona vector, wherein the persona-adaptive response is expressed with a persona dynamically adapted with respect to the customer and the geo-locale;
- and
- sending the persona-adaptive response to the customer.
A machine readable and non-transitory medium having information recorded thereon, wherein the information, when read by the machine, causes the machine to perform the following steps:
- receiving a transcript of a current communication with a customer at a geo-locale;
- retrieving a first set of transcripts of historic communications associated with the customer and a second set of transcripts of historic communications that occurred at the geo-locale;
- computing a user persona vector based on
- a hyper contextual persona vector obtained based on the transcript and the first set of transcripts, wherein the hyper contextual persona vector characterizes a first persona of the customer exhibited in the current and the historic communications, and
- a geo-localized persona vector obtained based on the second set of transcripts, wherein the geo-localized persona vector characterizes a second persona of the geo-locale;
- computing a current persona vector based on the transcript to characterize a current persona of the customer exhibited in the current communication;
- generating, by a language model, a persona-adaptive response based on the user persona vector and the current persona vector, wherein the persona-adaptive response is expressed with a persona dynamically adapted with respect to the customer and the geo-locale;
- and
- sending the persona-adaptive response to the customer.
A system, comprising:
- a user interaction unit implemented by a processor and configured for receiving a transcript of a current communication with a customer at a geo-locale;
- a persona-adaptive response generator implemented by a processor and configured for
- retrieving a first set of transcripts of historic communications associated with the customer and a second set of transcripts of historic communications that occurred at the geo-locale,
- computing a user persona vector based on
- a hyper contextual persona vector obtained based on the transcript and the first set of transcripts, wherein the hyper contextual persona vector characterizes a first persona of the customer exhibited in the current and the historic communications, and
- a geo-localized persona vector obtained based on the second set of transcripts, wherein the geo-localized persona vector characterizes a second persona of the geo-locale,
- computing a current persona vector based on the transcript to characterize a current persona of the customer exhibited in the current communication, and
- generating, by a language model, a persona-adaptive response based on the user persona vector and the current persona vector, wherein the persona-adaptive response is expressed with a persona dynamically adapted with respect to the customer and the geo-locale;
- and
- the user interaction unit is further configured for sending the persona-adaptive response to the customer.
Dependencies are inferred from the claim text.