TECHNOLOGIES FOR SELF-LEARNING ACTIONS FOR AN AUTOMATED CO-BROWSE SESSION
A method of self-learning actions for an automated co-browse session according to an embodiment include initiating an interaction between a user and a chat bot, determining a user intent of the user based on the interaction between the user and the chat bot, routing the interaction to a human contac...
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| creator | ANWAR BATCHA, Mohamed RAGAVAN, Monisha MANICKAM, Santhos ANANDADOSS, Praveen SUBRAMANIAM, Vinoth DURAIRAJ, Asmitha THAZHEKKADEN, Tony |
| description | A method of self-learning actions for an automated co-browse session according to an embodiment include initiating an interaction between a user and a chat bot, determining a user intent of the user based on the interaction between the user and the chat bot, routing the interaction to a human contact center agent for a co-browse session between the user and the human contact center agent, storing a plurality of actions performed by the human contact center agent during the co-browse session to a data store, and performing machine learning to determine an optimal solution for resolving the user intent based on an analysis of the plurality of actions performed by the human contact center agent during the co-browse session.
Un procédé d'auto-apprentissage d'actions pendant une session de co-navigation automatisée selon un mode de réalisation consiste à engager une interaction entre un utilisateur et un robot de dialogue en ligne, déterminer une intention de l'utilisateur sur la base de l'interaction entre l'utilisateur et le robot de dialogue en ligne, acheminer l'interaction vers un agent humain de centre de contact pendant une session de co-navigation entre l'utilisateur et l'agent humain de centre de contact, stocker une pluralité d'actions effectuées par l'agent humain de centre de contact pendant la session de co-navigation dans un magasin de données, et effectuer un apprentissage automatique pour déterminer une solution optimale en vue de résoudre l'intention de l'utilisateur sur la base d'une analyse de la pluralité d'actions effectuées par l'agent humain de centre de contact pendant la session de co-navigation. |
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Un procédé d'auto-apprentissage d'actions pendant une session de co-navigation automatisée selon un mode de réalisation consiste à engager une interaction entre un utilisateur et un robot de dialogue en ligne, déterminer une intention de l'utilisateur sur la base de l'interaction entre l'utilisateur et le robot de dialogue en ligne, acheminer l'interaction vers un agent humain de centre de contact pendant une session de co-navigation entre l'utilisateur et l'agent humain de centre de contact, stocker une pluralité d'actions effectuées par l'agent humain de centre de contact pendant la session de co-navigation dans un magasin de données, et effectuer un apprentissage automatique pour déterminer une solution optimale en vue de résoudre l'intention de l'utilisateur sur la base d'une analyse de la pluralité d'actions effectuées par l'agent humain de centre de contact pendant la session de co-navigation.</description><language>eng ; fre</language><subject>CALCULATING ; COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS ; COMPUTING ; COUNTING ; ELECTRIC COMMUNICATION TECHNIQUE ; ELECTRIC DIGITAL DATA PROCESSING ; ELECTRICITY ; PHYSICS ; TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION</subject><creationdate>2024</creationdate><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktohtml>$$Uhttps://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20240201&DB=EPODOC&CC=WO&NR=2024026389A1$$EHTML$$P50$$Gepo$$Hfree_for_read</linktohtml><link.rule.ids>230,309,781,886,25569,76552</link.rule.ids><linktorsrc>$$Uhttps://worldwide.espacenet.com/publicationDetails/biblio?FT=D&date=20240201&DB=EPODOC&CC=WO&NR=2024026389A1$$EView_record_in_European_Patent_Office$$FView_record_in_$$GEuropean_Patent_Office$$Hfree_for_read</linktorsrc></links><search><creatorcontrib>ANWAR BATCHA, Mohamed</creatorcontrib><creatorcontrib>RAGAVAN, Monisha</creatorcontrib><creatorcontrib>MANICKAM, Santhos</creatorcontrib><creatorcontrib>ANANDADOSS, Praveen</creatorcontrib><creatorcontrib>SUBRAMANIAM, Vinoth</creatorcontrib><creatorcontrib>DURAIRAJ, Asmitha</creatorcontrib><creatorcontrib>THAZHEKKADEN, Tony</creatorcontrib><title>TECHNOLOGIES FOR SELF-LEARNING ACTIONS FOR AN AUTOMATED CO-BROWSE SESSION</title><description>A method of self-learning actions for an automated co-browse session according to an embodiment include initiating an interaction between a user and a chat bot, determining a user intent of the user based on the interaction between the user and the chat bot, routing the interaction to a human contact center agent for a co-browse session between the user and the human contact center agent, storing a plurality of actions performed by the human contact center agent during the co-browse session to a data store, and performing machine learning to determine an optimal solution for resolving the user intent based on an analysis of the plurality of actions performed by the human contact center agent during the co-browse session.
Un procédé d'auto-apprentissage d'actions pendant une session de co-navigation automatisée selon un mode de réalisation consiste à engager une interaction entre un utilisateur et un robot de dialogue en ligne, déterminer une intention de l'utilisateur sur la base de l'interaction entre l'utilisateur et le robot de dialogue en ligne, acheminer l'interaction vers un agent humain de centre de contact pendant une session de co-navigation entre l'utilisateur et l'agent humain de centre de contact, stocker une pluralité d'actions effectuées par l'agent humain de centre de contact pendant la session de co-navigation dans un magasin de données, et effectuer un apprentissage automatique pour déterminer une solution optimale en vue de résoudre l'intention de l'utilisateur sur la base d'une analyse de la pluralité d'actions effectuées par l'agent humain de centre de contact pendant la session de co-navigation.</description><subject>CALCULATING</subject><subject>COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS</subject><subject>COMPUTING</subject><subject>COUNTING</subject><subject>ELECTRIC COMMUNICATION TECHNIQUE</subject><subject>ELECTRIC DIGITAL DATA PROCESSING</subject><subject>ELECTRICITY</subject><subject>PHYSICS</subject><subject>TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION</subject><fulltext>true</fulltext><rsrctype>patent</rsrctype><creationdate>2024</creationdate><recordtype>patent</recordtype><sourceid>EVB</sourceid><recordid>eNrjZPAMcXX28PP38Xf3dA1WcPMPUgh29XHT9XF1DPLz9HNXcHQO8fT3g8g4-ik4hob4-zqGuLooOPvrOgX5hwe7AjUEBwPV8DCwpiXmFKfyQmluBmU31xBnD93Ugvz41OKCxOTUvNSS-HB_IwMjEwMjM2MLS0dDY-JUAQDqYi4a</recordid><startdate>20240201</startdate><enddate>20240201</enddate><creator>ANWAR BATCHA, Mohamed</creator><creator>RAGAVAN, Monisha</creator><creator>MANICKAM, Santhos</creator><creator>ANANDADOSS, Praveen</creator><creator>SUBRAMANIAM, Vinoth</creator><creator>DURAIRAJ, Asmitha</creator><creator>THAZHEKKADEN, Tony</creator><scope>EVB</scope></search><sort><creationdate>20240201</creationdate><title>TECHNOLOGIES FOR SELF-LEARNING ACTIONS FOR AN AUTOMATED CO-BROWSE SESSION</title><author>ANWAR BATCHA, Mohamed ; RAGAVAN, Monisha ; MANICKAM, Santhos ; ANANDADOSS, Praveen ; SUBRAMANIAM, Vinoth ; DURAIRAJ, Asmitha ; THAZHEKKADEN, Tony</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-epo_espacenet_WO2024026389A13</frbrgroupid><rsrctype>patents</rsrctype><prefilter>patents</prefilter><language>eng ; fre</language><creationdate>2024</creationdate><topic>CALCULATING</topic><topic>COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS</topic><topic>COMPUTING</topic><topic>COUNTING</topic><topic>ELECTRIC COMMUNICATION TECHNIQUE</topic><topic>ELECTRIC DIGITAL DATA PROCESSING</topic><topic>ELECTRICITY</topic><topic>PHYSICS</topic><topic>TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION</topic><toplevel>online_resources</toplevel><creatorcontrib>ANWAR BATCHA, Mohamed</creatorcontrib><creatorcontrib>RAGAVAN, Monisha</creatorcontrib><creatorcontrib>MANICKAM, Santhos</creatorcontrib><creatorcontrib>ANANDADOSS, Praveen</creatorcontrib><creatorcontrib>SUBRAMANIAM, Vinoth</creatorcontrib><creatorcontrib>DURAIRAJ, Asmitha</creatorcontrib><creatorcontrib>THAZHEKKADEN, Tony</creatorcontrib><collection>esp@cenet</collection></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext_linktorsrc</fulltext></delivery><addata><au>ANWAR BATCHA, Mohamed</au><au>RAGAVAN, Monisha</au><au>MANICKAM, Santhos</au><au>ANANDADOSS, Praveen</au><au>SUBRAMANIAM, Vinoth</au><au>DURAIRAJ, Asmitha</au><au>THAZHEKKADEN, Tony</au><format>patent</format><genre>patent</genre><ristype>GEN</ristype><title>TECHNOLOGIES FOR SELF-LEARNING ACTIONS FOR AN AUTOMATED CO-BROWSE SESSION</title><date>2024-02-01</date><risdate>2024</risdate><abstract>A method of self-learning actions for an automated co-browse session according to an embodiment include initiating an interaction between a user and a chat bot, determining a user intent of the user based on the interaction between the user and the chat bot, routing the interaction to a human contact center agent for a co-browse session between the user and the human contact center agent, storing a plurality of actions performed by the human contact center agent during the co-browse session to a data store, and performing machine learning to determine an optimal solution for resolving the user intent based on an analysis of the plurality of actions performed by the human contact center agent during the co-browse session.
Un procédé d'auto-apprentissage d'actions pendant une session de co-navigation automatisée selon un mode de réalisation consiste à engager une interaction entre un utilisateur et un robot de dialogue en ligne, déterminer une intention de l'utilisateur sur la base de l'interaction entre l'utilisateur et le robot de dialogue en ligne, acheminer l'interaction vers un agent humain de centre de contact pendant une session de co-navigation entre l'utilisateur et l'agent humain de centre de contact, stocker une pluralité d'actions effectuées par l'agent humain de centre de contact pendant la session de co-navigation dans un magasin de données, et effectuer un apprentissage automatique pour déterminer une solution optimale en vue de résoudre l'intention de l'utilisateur sur la base d'une analyse de la pluralité d'actions effectuées par l'agent humain de centre de contact pendant la session de co-navigation.</abstract><oa>free_for_read</oa></addata></record> |
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| subjects | CALCULATING COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS COMPUTING COUNTING ELECTRIC COMMUNICATION TECHNIQUE ELECTRIC DIGITAL DATA PROCESSING ELECTRICITY PHYSICS TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION |
| title | TECHNOLOGIES FOR SELF-LEARNING ACTIONS FOR AN AUTOMATED CO-BROWSE SESSION |
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