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    SYSTEMS AND METHODS FOR RECOMMENDING DIALOG FLOW MODIFICATIONS AT A CONTACT CENTER
    3.
    发明公开
    SYSTEMS AND METHODS FOR RECOMMENDING DIALOG FLOW MODIFICATIONS AT A CONTACT CENTER 审中-公开

    公开(公告)号：US20240267464A1

    公开(公告)日：2024-08-08

    申请号：US18105075

    申请日：2023-02-02

    申请人： KORE.AI, INC.

    发明人： Rajkumar KONERU ,  Prasanna Kumar Arikala Gunalan ,  Rajavardhan Nalluri ,  Girish Ahankari ,  Thirupathi Bandam ,  Venkata Praveen Kumar Suvanam

    IPC分类号： H04M3/51 ,  G06F40/40

    CPC分类号： H04M3/5175 ,  G06F40/40 ,  H04M2203/402

    摘要： A contact center server manages conversation data for a plurality of conversations between agent devices and customer devices and provides to the agent devices, one or more automated response recommendations to one or more customer messages by executing one or more dialog flows. The contact center server, using a classification model, determines for each of the one or more customer messages when there are one or more changes between the corresponding one or more automated response recommendations and corresponding one or more agent responses. Further, the contact center server associates one or more tags to the one or more agent responses when the one or more changes are determined. Subsequently, the contact center server identifies one or more patterns in the one or more tags associated to the one or more agent responses and provides one or more flow modification recommendations to the one or more dialog flows to one or more enterprise user devices based on the identified one or more patterns.

    SYSTEMS AND METHODS FOR CONVERSATION ORCHESTRATION USING FINE-TUNED LARGE LANGUAGE MODELS
    5.
    发明公开
    SYSTEMS AND METHODS FOR CONVERSATION ORCHESTRATION USING FINE-TUNED LARGE LANGUAGE MODELS 审中-公开

    公开(公告)号：US20240281619A1

    公开(公告)日：2024-08-22

    申请号：US18582984

    申请日：2024-02-21

    申请人： KORE.AI, INC.

    发明人： Rajkumar KONERU ,  Prasanna Kumar ARIKALA GUNALAN ,  Santhosh Kumar MYADAM ,  Thirupathi BANDAM ,  Girish AHANKARI

    IPC分类号： G06F40/40

    CPC分类号： G06F40/40

    摘要： A virtual assistant server determines one or more use cases of one or more utterances received from one or more customer devices. The virtual assistant server executes one or more dialog flows corresponding to the one or more use cases of the one or more utterances, where the executing comprises providing one or more inputs to a fine-tuned large language model comprising: use case context, customer context, conversation context, business rules, and exit conditions. The virtual assistant server receives one or more outputs corresponding to the one or more inputs from the fine-tuned large language model, and determines one or more responses based on the one or more outputs. Subsequently, the virtual assistant server provides the one or more responses to the one or more customer devices.

    SYSTEMS AND METHODS FOR HANDLING CUSTOMER CONVERSATIONS AT A CONTACT CENTER
    6.
    发明公开
    SYSTEMS AND METHODS FOR HANDLING CUSTOMER CONVERSATIONS AT A CONTACT CENTER 审中-公开

    公开(公告)号：US20240187524A1

    公开(公告)日：2024-06-06

    申请号：US18437686

    申请日：2024-02-09

    申请人： Kore.ai, Inc.

    发明人： Rajkumar KONERU ,  Prasanna Kumar Arikala Gunalan ,  Rajavardhan Nalluri

    IPC分类号： H04M3/51 ,  G10L15/26 ,  H04M3/493

    CPC分类号： H04M3/5175 ,  G10L15/26 ,  H04M3/4936 ,  H04M2203/403

    摘要： A contact center server receives an input from a customer device as part of a conversation. The contact center server (CCS) identifies at least one of: one or more intents, one or more entities, or one or more entity values from the input. The CCS detects one or more escalation conditions based on the input and pauses the conversation based on the detected one or more escalation conditions. The CCS outputs a conversation transcript and the identified one or more intents, the one or more entities, or the one or more entity values to an agent device. The CCS receives agent-identified-information or agent-modified-information from the agent device. Subsequently, the CCS resumes the conversation by providing a response to the input based on the received agent-identified-information or the agent-modified-information.