Invention Grant
- Patent Title: Assessing complexity of dialogs to streamline handling of service requests
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Application No.: US16048526Application Date: 2018-07-30
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Publication No.: US10565316B2Publication Date: 2020-02-18
- Inventor: Biplav Srivastava , Qingzi Vera Liao , Pavan Kapanipathi Bangalore
- 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 Anthony Curro, Esq.
- Main IPC: G10L15/00
- IPC: G10L15/00 ; G06F17/27 ; H04M3/51 ; G10L15/01
Abstract:
A dialogue complexity assessment method, system, and computer program product for introducing the notion of dialogue complexity to understand and compare dialogues in a repository, calculating the dialogue complexity, use the dialogue complexity to understand customer interactions in a variety of domains using public and proprietary data, and demonstrate the dialogue complexity usage to improve a service management operation.
Public/Granted literature
- US20180365213A1 ASSESSING COMPLEXITY OF DIALOGS TO STREAMLINE HANDLING OF SERVICE REQUESTS Public/Granted day:2018-12-20
Information query
