- Patent Title: Dynamic topic guidance in the context of multi-round conversation
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Application No.: US15581798Application Date: 2017-04-28
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Publication No.: US10044862B1Publication Date: 2018-08-07
- Inventor: Keke Cai , Jing Ding , Li Zhang , Shiwan Zhao , Zhong Su
- Applicant: International Business Machines Corporation
- Applicant Address: US NY Armonk
- Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATION
- Current Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATION
- Current Assignee Address: US NY Armonk
- Agency: McGinn IP Law Group, PLLC
- Agent Vazken Alexanian
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/51 ; G06Q10/06 ; G06N3/08 ; G10L25/63 ; G10L15/18 ; G10L25/87
Abstract:
A topic guidance method, system, and computer program product for creating a conversation model by learning a conversation pattern from a customer response to a conversation topic segment and suggesting a conversation topic for the agent to engage the customer in the conversation topic based on a customer response associated with the conversation model.
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