Support chat profiles using AI

Patent metadata

Field	Value
Publication number	US-10715467-B2
Application number	US-201815927369-A
Country	US
Kind code	B2
Filing date	Mar 21, 2018
Priority date	Mar 21, 2018
Publication date	Jul 14, 2020
Grant date	Jul 14, 2020

Abstract

A chat system implementing AI-based support chat profiles may receive and process one or more user chat inputs from a user terminal. The chat system may select a support chat profile based on the processed user chat input. The chat system may generate one or more AI chat responses based on the processed user chat input and the support chat profile. The chat system may determine a confidence level of each AI chat response. The chat system may generate a support response. In response to the confidence level of the AI chat response being greater than a predetermined level, the support response may be generated to comprise the AI chat response.

First claim

What is claimed is:

1. A method, comprising:
processing, by a chat system, a user chat input;
selecting, by the chat system, a current version of a support chat profile based on the processed user chat input;
generating, by the chat system, an AI chat response based on the processed user chat input and the current version of the support chat profile;
determining, by the chat system, a confidence level of the AI chat response;
generating, by the chat system, a support response, based on the confidence level of the AI chat response being greater than a predetermined level, wherein the support response to comprises the AI chat response;
receiving, by the chat system, an indication of a chat error while providing the support response; and
rolling back, by the chat system, the current version of the support chat profile to a previous version of the support chat profile.

2. The method of claim 1 , further comprising:
receiving, by the chat system, a second user chat input related to the user chat input;
processing, by the chat system, the second user chat input; and
generating, by the chat system, a second AI chat response based on the processed second user chat input.

3. The method of claim 2 , further comprising:
determining, by the chat system, a second confidence level of the second AI chat response; and
generating, by the chat system, a second support response, wherein in response to the second confidence level of the second AI chat response being greater than the predetermined level, the second support response is generated to comprise the second AI chat response.

4. The method of claim 1 , wherein in response to the confidence level of the AI chat response being less than the predetermined level, the support response is based on a support chat input.

5. The method of claim 1 , further comprising processing, by the chat system, the support chat input.

6. The method of claim 5 , further comprising updating, by the chat system, the current version of the support chat profile based on the processed support chat input.

7. The method of claim 1 , wherein the current version of the support chat profile is configured to cause the support response to be generated to mimic a support user associated with the current version of the support chat profile.

8. A system comprising:
a processor,
a tangible, non-transitory memory configured to communicate with the processor,
the tangible, non-transitory memory having instructions stored thereon that, in response to execution by the processor, cause the processor to perform operations comprising:
processing, by the processor, a user chat input;
selecting, by the processor, a current version of a support chat profile based on the processed user chat input;
generating, by the processor, an AI chat response based on the processed user chat input and the current version of the support chat profile;
determining, by the processor, a confidence level of the AI chat response; and
generating, by the processor, a support response, wherein in response to based on the confidence level of the AI chat response being greater than a predetermined level, wherein the support response is generated to comprises the AI chat response;
receiving, by the processor, an indication of a chat error while providing the support chat response; and
rolling back, by the processor, the current version of the support chat profile to a previous version of the support chat profile.

9. The system of claim 8 , further comprising:
receiving, by the processor, a second user chat input related to the user chat input;
processing, by the processor, the second user chat input; and
generating, by the processor, a second AI chat response based on the processed second user chat input.

10. The system of claim 9 , further comprising:
determining, by the processor, a second confidence level of the second AI chat response; and
generating, by the processor, a second support response, wherein in response to the second confidence level of the second AI chat response being greater than the predetermined level, the second support response is generated to comprise the second AI chat response.

11. The system of claim 8 , wherein in response to the confidence level of the AI chat response being less than the predetermined level, the support response is based on a support chat input.

12. The system of claim 8 , further comprising processing, by the processor, the support chat input.

13. The system of claim 12 , further comprising updating, by the processor, the current version of the support chat profile based on the processed support chat input.

14. The system of claim 8 , wherein the current version of the support chat profile is configured to cause the support response to be generated to mimic a support user associated with the current version of the support chat profile.

15. An article of manufacture including a non-transitory, tangible computer readable storage medium having instructions stored thereon that, in response to execution by a computer based system, cause the computer based system to perform operations comprising:
processing, by the computer based system, a user chat input;
selecting, by the computer based system, a current version of a support chat profile based on the processed user chat input;
generating, by the computer based system, an AI chat response based on the processed user chat input and the current version of the support chat profile;
determining, by the computer based system, a confidence level of the AI chat response;
generating, by the computer based system, a support response, based on the confidence level of the AI chat response being greater than a predetermined level, wherein the support response comprises the AI chat response;
receiving, by the computer based system, an indication of a chat error while providing the support response; and
rolling back, by the computer based system, the current version of the support chat profile to a previous version of the support chat profile.

16. The article of manufacture of claim 15 , further comprising:
receiving, by the computer based system, a second user chat input related to the user chat input;
processing, by the computer based system, the second user chat input; and
generating, by the computer based system, a second AI chat response based on the processed second user chat input.

17. The article of manufacture of claim 16 , further comprising:
determining, by the computer based system, a second confidence level of the second AI chat response; and
generating, by the computer based system, a second support response, wherein in response to the second confidence level of the second AI chat response being greater than the predetermined level, the second support response is generated to comprise the second AI chat response.

18. The article of manufacture of claim 15 , wherein in response to the confidence level of the AI chat response being less than the predetermined level, the support response is based on a support chat input.

19. The article of manufacture of claim 15 , further comprising:
processing, by the computer based system, the support chat input; and
updating, by the computer based system, the current version of the support chat profile based on the processed support chat input.

20. The article of manufacture of claim 15 , wherein the current version of the support chat profile is configured to cause the support response to be generated to mimic a support user associated with the current version of

Assignees

• American Express Travel Related Services Co Inc

Inventors

• Basheer Sibish
• Bruno John

Classifications

• G06N5/01

  Dynamic search techniques; Heuristics; Dynamic trees; Branch-and-bound · CPC title

• G06N5/02

  Knowledge representation; Symbolic representation · CPC title

• H04L51/02 Primary

  using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages · CPC title

• G06N20/00

  Machine learning · CPC title

• G06N5/041

  Abduction · CPC title