Title:
COMPUTER-IMPLEMENTED METHOD, COMPUTER SYSTEM AND COMPUTER PROGRAM (COGNITIVE LEARNING FOR GENERATING SCRIPTS THAT SIMULATE LIVE-AGENT ACTIONS IN SYNCHRONOUS CONFERENCING)
Document Type and Number:
Japanese Patent JP2022183122
Kind Code:
A
Abstract:
To solve the problem in which there are limitations on the ability of live-agents to process multiple sessions at the same time because human resources are so heavily involved in live-agent run SCS sessions.SOLUTION: Embodiments of the invention are directed to a computer-implemented method of responding to an inquiry received electronically at a synchronous conferencing system (SCS). A non-limiting example of the computer-implemented method includes, based at least in part on the inquiry, using a processor of the SCS to generate a script having one or more script computer instructions. The processor is used to execute the script computer instructions to generate script computer instruction results, where the script computer instruction results include inquiry response information that is responsive to the inquiry. Based at least in part on the inquiry and the inquiry response information, the processor is used to generate an inquiry response that is responsive to the inquiry.SELECTED DRAWING: Figure 3
Inventors:
SACHINDRA JOSHI
JATIN GANHOTRA
CHULAKA GUNASEKARA
LUIS A LASTRAS-MONTANO
JATIN GANHOTRA
CHULAKA GUNASEKARA
LUIS A LASTRAS-MONTANO
Application Number:
JP2022086307A
Publication Date:
December 08, 2022
Filing Date:
May 26, 2022
Export Citation:
Assignee:
INT BUSINESS MASCHINES CORPORATION
International Classes:
H04L51/02; G06N20/00
Attorney, Agent or Firm:
Tadashi Taneichi
Kataoka Tadahiko
Patent Attorney Corporation RYUKA International Patent Office
Kataoka Tadahiko
Patent Attorney Corporation RYUKA International Patent Office