Partial automation of text chat conversations

Patent metadata

Field	Value
Publication number	US-12010268-B2
Application number	US-202217574047-A
Country	US
Kind code	B2
Filing date	Jan 12, 2022
Priority date	Oct 2, 2018
Publication date	Jun 11, 2024
Grant date	Jun 11, 2024

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.

First claim

What is claimed:

1. A method for partially automating a text chat conversation, the method comprising:
selecting a plurality of samples from a plurality of unlabeled samples, wherein the unlabeled samples comprise pairs of text strings comprising a user input and a corresponding live agent response from a chat conversation, the selected plurality of samples comprising such pairs for which a language model employed by an intelligent virtual assistant (IVA) has not been previously trained;
receiving a labeled sample corresponding to each sample of the plurality of samples;
adding each labeled sample to a labeled training set;
training the language model with the labeled training set; and
using the language model in a text conversation between a user computing device and the IVA.

2. The method of claim 1 , wherein the language model comprises a plurality of machine learning models.

3. The method of claim 1 , further comprising receiving the plurality of unlabeled samples from a stream of unlabeled samples.

4. The method of claim 3 , wherein the stream of unlabeled samples is received from a plurality of IVAs.

5. The method of claim 1 , wherein selecting the plurality of samples is performed by the language model choosing the unlabeled samples that would be most informative to know the label for.

6. The method of claim 1 , wherein receiving the labeled sample comprises receiving a label for each sample of the plurality of samples from an oracle.

7. The method of claim 1 , further comprising monitoring the text conversation between the user computing device and the IVA and adjusting the labeled training set based on the monitoring.

8. The method of claim 7 , wherein the monitoring is performed continuously during the text conversation.

9. A method for partially automating a text chat conversation, the method comprising:
collecting a plurality of input-response pairs from a plurality of intelligent virtual assistants (IVAs), wherein the plurality of input-response pairs comprise pairs of text strings comprising a user input and a corresponding live agent response from a chat conversation;
receiving a label for each of the plurality of input-response pairs; and
training a language model with the labeled input-response pairs.

10. The method of claim 9 , further comprising adding each labeled input-response pair to a labeled training set, wherein training the language model uses the labeled training set.

11. The method of claim 9 , wherein each input-response pair is from a text chat conversation of at least one of the plurality of IVAs.

12. The method of claim 9 , further comprising using the language model in a text conversation.

13. The method of claim 12 , further comprising continuously monitoring the text conversation and adjusting a labeled training set based on the monitoring.

14. A system for partially automating a text chat conversation, the system comprising:
an agent computing device with human agent text conversation capability and intelligent virtual assistant (IVA) text conversation ability;
an active learning engine configured to:
select a plurality of samples from a plurality of unlabeled samples, wherein the unlabeled samples comprise pairs of text strings comprising a user input and a corresponding live agent response from a chat conversation, the selected plurality of samples comprising such pairs for which a language model employed by the IVA has not been previously trained;
receive a labeled sample corresponding to each sample of the plurality of samples;
add each labeled sample to a labeled training set; and
train the language model with the labeled training set; and

a natural language understanding (NLU) component configured to use the language model in a text conversation between a user computing device and an IVA.

15. The system of claim 14 , wherein the language model comprises a plurality of machine learning models.

16. The system of claim 14 , wherein the active learning engine is further configured to receive the plurality of unlabeled samples from a stream of unlabeled samples.

17. The system of claim 16 , wherein the stream of unlabeled samples is received from a plurality of IVAs.

18. The system of claim 14 , wherein the NLU component is further configured to monitor the text conversation between the user computing device and IVA, and the active learning engine is further configured to adjust the labeled training set based on the monitoring.

19. The system of claim 18 , wherein the monitoring is performed continuously during the text conversation.

20. The system of claim 14 , wherein the NLU component comprises an intent determination engine configured to determine an intent of the text conversation from a plurality of intents.

Assignees

• Verint Americas Inc

Inventors

• Beaver Ian

Classifications

• H04M2203/404

  Collaboration among agents · CPC title

• H04M3/5183

  Call or contact centers with computer-telephony arrangements · CPC title

• H04L51/02

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

• G06F40/30

  Semantic analysis · CPC title

• G06F16/3329

  Natural language query formulation · CPC title