公开(公告)号：US20240378392A1

公开(公告)日：2024-11-14

申请号：US18661235

申请日：2024-05-10

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： BASIL GEORGE ,  RAMASUBRAMANIAN SUNDARAM ,  SARNENDU RAHA ,  SUDHANSHU SHEKHAR ,  SANKET SINGH

IPC: G06F40/35 ,  G06F3/0484 ,  G06N3/006 ,  G06Q30/015 ,  H04L51/02

Abstract: A method for enhancing intent health of a conversational bot. The conversational bot include a machine learning model trained for natural language understanding (NLU) within a NLU domain that is defined by a collection of intents and sets of associated utterances. The method includes: retrieving the collection of intents and associated utterances; generating an utterance embedding for each of the retrieved utterances; calculating scores for utterance-level health indicators for each intent of the collection of intents; and calculating an overall intent health score for each intent of the collection of intents. The overall intent health score may be based on a weighted combination of the calculated scores for the utterance-level health indicators. The utterance-level health indicators may include an utterance in conflict indicator based on a computed semantic similarity and an utterance outlier indicator based on local density.