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    Systems and methods for generating responses for an intelligent virtual
    1.
    发明授权
    Systems and methods for generating responses for an intelligent virtual 有权

    公开(公告)号：US11960847B2

    公开(公告)日：2024-04-16

    申请号：US16835975

    申请日：2020-03-31

    Applicant: Verint Americas Inc.

    Inventor： Ian Beaver

    IPC: G06F40/35 ,  G06F16/9032 ,  G06F18/21 ,  G06N5/04 ,  G06N20/00

    CPC classification number: G06F40/35 ,  G06F16/90332 ,  G06F18/2178 ,  G06N20/00

    Abstract: Systems and methods are described to automatically generate candidate questions and responses to speed the process of response creation and editing for commercial IVAs and chatbots. Rather than create the questions and responses from scratch for a new IVA, the system uses existing questions and responses from a previous or related IVA to train a model that can generate proposed responses to provided questions. The model, or a different model, can further be trained to generate responses using data taken from company or entity-specific data sources such as websites and knowledge bases. After a set of questions and responses have been generated for an IVA they may be reviewed by one or more human reviewers to ensure they are of a suitable quality. Where no previous or related IVA exists to provide example responses, the model may be trained solely using the company or entity-specific data.

    Hybrid Natural Language Understanding
    5.
    发明申请
    Hybrid Natural Language Understanding 有权

    公开(公告)号：US20220156467A1

    公开(公告)日：2022-05-19

    申请号：US17586873

    申请日：2022-01-28

    Applicant: Verint Americas Inc.

    Inventor： Timothy Seegan ,  Ian Beaver

    IPC: G06F40/40 ,  G06F40/253 ,  G06F40/30 ,  G06N3/08 ,  H04L51/02

    Abstract: Hybrid natural language understanding (NLU) systems and methods are provided that capitalize on the strengths of the rule-based models and the statistical models, lowering the cost of development and increasing the speed of construction, without sacrificing control and accuracy. Two models are used for intent recognition, one statistical and one rule-based. Both models define the same set of intents, but the rule-based model is devoid of any grammars or patterns initially. Each model may or may not be hierarchical in that it may be composed of a set of specialized models that are in a tree form or it may be just a singular model.

    PARTIAL AUTOMATION OF TEXT CHAT CONVERSATIONS
    6.
    发明申请
    PARTIAL AUTOMATION OF TEXT CHAT CONVERSATIONS 有权

    公开(公告)号：US20220141335A1

    公开(公告)日：2022-05-05

    申请号：US17574047

    申请日：2022-01-12

    Applicant: Verint Americas Inc.

    Inventor： Ian Beaver

    IPC: H04M3/51 ,  G06F40/30 ,  H04L51/02

    Abstract: To allow the human customer service agents to specialize in the instances where human service is preferred, but to scale to the volume of large call centers, systems and methods are provided in which human agents and intelligent virtual assistants (IVAs) co-handle a conversation with a customer. IVAs handle simple or moderate tasks, and human agents are used for those tasks that require or would benefit from human compassion or special handling. Instead of starting the conversation with an IVA and then escalating or passing control of the conversation to a human to complete, the IVAs and human agents work together on a conversation.

    System to detect and reduce understanding bias in intelligent virtual assistants
    7.
    发明授权
    System to detect and reduce understanding bias in intelligent virtual assistants 有权

    公开(公告)号：US11217226B2

    公开(公告)日：2022-01-04

    申请号：US16667022

    申请日：2019-10-29

    Applicant: Verint Americas Inc.

    Inventor： Ian Beaver

    IPC: G06F40/20 ,  G10L15/06 ,  G06F17/16 ,  G10L15/18

    Abstract: Disclosed is a system and method for detecting and addressing bias in training data prior to building language models based on the training data. Accordingly system and method, detect bias in training data for Intelligent Virtual Assistant (IVA) understanding and highlight any found. Suggestions for reducing or eliminating them may be provided This detection may be done for each model within the Natural Language Understanding (NLU) component. For example, the language model, as well as any sentiment or other metadata models used by the NLU, can introduce understanding bias. For each model deployed, training data is automatically analyzed for bias and corrections suggested.

    Machine based expansion of contractions in text in digital media
    10.
    发明授权
    Machine based expansion of contractions in text in digital media 有权

    公开(公告)号：US11907656B2

    公开(公告)日：2024-02-20

    申请号：US17705898

    申请日：2022-03-28

    Applicant: Verint Americas Inc.

    Inventor： Ian Beaver

    IPC: G06F40/253

    CPC classification number: G06F40/253

    Abstract: As described herein, a system for expanding contractions in electronically stored text includes expanding contractions having only on expanded form. For remaining contractions, a grammar check is performed for all possible expanded forms to determine if an expanded form can be selected based on context and grammar rules. If an expanded form is not evident from the first two steps, all possible expanded forms of the remaining contractions are converted to a vector representation along with the original text. A Word Movers Distance (WMD) for each possible expansion is calculated using the vectors for each possible expansion and the original text. An expanded form is chosen without human intervention based on the grammar score alone or the WMD and the grammar score.

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