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Natural language processing (NLP) and natural language generation (NLG) based on user context for enhanced contact center communication
Natural language processing (NLP) and natural language generation (NLG) based on user context for enhanced contact center communication
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机译:基于用户上下文的自然语言处理(NLP)和自然语言生成(NLG),用于增强联络中心通信
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摘要
Contact centers may incorporate automated agents to respond to inquiries. The inquiries may solicit a substantive response, for example, by providing a time when the inquiry asks for the departure time for a flight. Such responses omit the normal conversational subject matter used to embellish person-to-person conversations and appear are very machine-like. Herein, a source of user context, such as a social media website, customer database, or other data, is accessed. Certain aspects of the customer may then be identified and used to embellish the reply with additional and/or alternative content. As a result, the reply may be more conversational.
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