EP3365851A4 - Data-driven dialogue enabled self-help systems - Google Patents

Data-driven dialogue enabled self-help systems Download PDF

Info

Publication number
EP3365851A4
EP3365851A4 EP16858164.3A EP16858164A EP3365851A4 EP 3365851 A4 EP3365851 A4 EP 3365851A4 EP 16858164 A EP16858164 A EP 16858164A EP 3365851 A4 EP3365851 A4 EP 3365851A4
Authority
EP
European Patent Office
Prior art keywords
data
help systems
enabled self
driven dialogue
driven
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Withdrawn
Application number
EP16858164.3A
Other languages
German (de)
French (fr)
Other versions
EP3365851A1 (en
Inventor
Amir LEV-TOV
Tamir Tapuhi
Yoni LEV
Avraham FAIZAKOF
Yochai Konig
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Genesys Cloud Services Holdings II LLC
Original Assignee
Greeneden US Holdings II LLC
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US14/919,673 external-priority patent/US10382623B2/en
Priority claimed from US14/919,675 external-priority patent/US10455088B2/en
Application filed by Greeneden US Holdings II LLC filed Critical Greeneden US Holdings II LLC
Publication of EP3365851A1 publication Critical patent/EP3365851A1/en
Publication of EP3365851A4 publication Critical patent/EP3365851A4/en
Withdrawn legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/30—Information retrieval; Database structures therefor; File system structures therefor of unstructured textual data
    • G06F16/33—Querying
    • G06F16/332—Query formulation
    • G06F16/3329—Natural language query formulation or dialogue systems
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4936—Speech interaction details
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/06—Creation of reference templates; Training of speech recognition systems, e.g. adaptation to the characteristics of the speaker's voice
    • G10L15/063—Training
    • G10L2015/0631—Creating reference templates; Clustering
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
    • H04M2203/551—Call history
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
EP16858164.3A 2015-10-21 2016-10-19 Data-driven dialogue enabled self-help systems Withdrawn EP3365851A4 (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US14/919,673 US10382623B2 (en) 2015-10-21 2015-10-21 Data-driven dialogue enabled self-help systems
US14/919,675 US10455088B2 (en) 2015-10-21 2015-10-21 Dialogue flow optimization and personalization
PCT/US2016/057775 WO2017070257A1 (en) 2015-10-21 2016-10-19 Data-driven dialogue enabled self-help systems

Publications (2)

Publication Number Publication Date
EP3365851A1 EP3365851A1 (en) 2018-08-29
EP3365851A4 true EP3365851A4 (en) 2018-08-29

Family

ID=58558071

Family Applications (1)

Application Number Title Priority Date Filing Date
EP16858164.3A Withdrawn EP3365851A4 (en) 2015-10-21 2016-10-19 Data-driven dialogue enabled self-help systems

Country Status (4)

Country Link
EP (1) EP3365851A4 (en)
AU (1) AU2016341280B2 (en)
CA (2) CA3116106C (en)
WO (1) WO2017070257A1 (en)

Families Citing this family (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN112136124B (en) * 2018-04-19 2024-02-20 谷歌有限责任公司 Dependency graph conversation modeling for human-machine conversation sessions with computer-implemented automated assistants
US20220147944A1 (en) * 2019-03-18 2022-05-12 Cognitive Industries Pty Ltd A method of identifying and addressing client problems
US20210035132A1 (en) * 2019-08-01 2021-02-04 Qualtrics, Llc Predicting digital survey response quality and generating suggestions to digital surveys

Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20150195406A1 (en) * 2014-01-08 2015-07-09 Callminer, Inc. Real-time conversational analytics facility

Family Cites Families (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP3472194B2 (en) * 1999-05-25 2003-12-02 日本電信電話株式会社 Automatic response method and device, and medium recording the program
US7725307B2 (en) * 1999-11-12 2010-05-25 Phoenix Solutions, Inc. Query engine for processing voice based queries including semantic decoding
DE10147341B4 (en) * 2001-09-26 2005-05-19 Voiceobjects Ag Method and device for constructing a dialog control implemented in a computer system from dialog objects and associated computer system for carrying out a dialog control
US8099279B2 (en) * 2005-02-09 2012-01-17 Microsoft Corporation Interactive clustering method for identifying problems in speech applications
US8275384B2 (en) * 2010-03-20 2012-09-25 International Business Machines Corporation Social recommender system for generating dialogues based on similar prior dialogues from a group of users
US8676565B2 (en) * 2010-03-26 2014-03-18 Virtuoz Sa Semantic clustering and conversational agents
US9471872B2 (en) * 2012-06-29 2016-10-18 International Business Machines Corporation Extension to the expert conversation builder

Patent Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20150195406A1 (en) * 2014-01-08 2015-07-09 Callminer, Inc. Real-time conversational analytics facility

Also Published As

Publication number Publication date
CA3116106A1 (en) 2017-04-27
WO2017070257A1 (en) 2017-04-27
EP3365851A1 (en) 2018-08-29
CA3116106C (en) 2023-12-12
CA3005324C (en) 2021-06-15
CA3005324A1 (en) 2017-04-27
AU2016341280B2 (en) 2020-07-16
AU2016341280A1 (en) 2018-06-07

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