Invention Grant
- Patent Title: Automatic creation of complex conversational natural language call routing system for call centers
- Patent Title (中): 自动创建呼叫中心的复杂对话自然语言呼叫路由系统
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Application No.: US12566369Application Date: 2009-09-24
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Publication No.: US08509396B2Publication Date: 2013-08-13
- Inventor: Ea-Ee Jan , Hong-Kwang Jeff Kuo , David M. Lubensky
- Applicant: Ea-Ee Jan , Hong-Kwang Jeff Kuo , David M. Lubensky
- Applicant Address: US NY Armonk
- Assignee: International Business Machines Corporation
- Current Assignee: International Business Machines Corporation
- Current Assignee Address: US NY Armonk
- Agency: Yee & Associates, P.C.
- Agent Anne Dougherty
- Main IPC: H04M1/64
- IPC: H04M1/64
Abstract:
A call routing system is created by receiving a set of initial target classes and a corresponding set of topic descriptions. Non-overlapping semantic tokens in the set of topic descriptions are identified. A set of clear target classes from the non-overlapping semantic tokens and the initial target classes is identified. Overlapping semantic tokens from the set of topic descriptions are identified. A set of vague classes is identified from the overlapping semantic tokens and the initial target classes. A set of disambiguation dialogues and a set of grammar prompts is generated according to the overlapping and non-overlapping semantic tokens. The call routing system is then created based on the set of clear target classes, the set of vague target classes, and the set of disambiguation dialogues.
Public/Granted literature
- US20110069822A1 AUTOMATIC CREATION OF COMPLEX CONVERSATIONAL NATURAL LANGUAGE CALL ROUTING SYSTEM FOR CALL CENTERS Public/Granted day:2011-03-24
Information query
