公开(公告)号：US11134153B2

公开(公告)日：2021-09-28

申请号：US17098673

申请日：2020-11-16

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Conor Mcgann ,  Canice Lambe ,  Felix Immanuel Wyss ,  Wenjin Gu ,  Simon Doyle ,  Michael Orr ,  Patrick Breslin

IPC: H04M3/00 ,  H04M3/51 ,  G06F40/35 ,  H04M3/523 ,  G06F40/30

Abstract: A processor receives inputs from a dialog between an agent and a user performed over a communication channel A knowledge base is stored, comprising entries with a subset of said entries defined as higher priority. A match is detected between an input from said dialog and a plurality of said knowledge base entries. At least one of said plurality of entries is retrieved corresponding to said match. The at least one of said plurality of entries is pushed as an output to one or more of a device operated by said user and at least one device operated by one of said user and said agent. A further match is detected between an input from said dialog and a higher priority entry in said knowledge base and pushed to said at least one device while the dialog is ongoing.