Auf Künstlicher Intelligenz Basierte Dienstimplementierung

Details

Veröffentlichungs-Nr.

EP3525438

Aktenzeichen

EP18211922

Anmeldetag

12. Dezember 2018

Veröffentlichung

2. Dezember 2020

Erteilung

2. Dezember 2020

Rechtsraum

EP

IPC

H04M3/51H04M3/523H04M3/527

Abstract

A voice call is analyzed to generate voice data. The voice is converted to text data and analyzed to identify keywords. Based on an analysis of the identified keywords, a user of a plurality of users is identified. A user assistance flow of a plurality of user assistance flows that corresponds to a determined intent of the identified user may be ascertained. The voice call is transferred to a digital assistant that provides artificial intelligence based assistance to the identified user based on the user assistance flow that corresponds to the determined intent. Ascertain a plurality of attributes for the plurality of users to generate, based on an analysis of the plurality of attributes for the plurality of users, scores for the plurality of user assistance flows for each of the plurality of users, and determine an intent for each of the plurality of users by identifying, for each of the plurality of users, a user assistance flow of the plurality of user assistance flows that corresponds to a highest score of the plurality of generated scores. Generate, based on the determined intent of the identified user, an inquiry to determine whether a purpose of the voice call matches the determined intent; and ascertain, based on a determination that the purpose of the voice call matches the determined intent, the user assistance flow.

Anmelder

Firma

Accenture Global Solutions Limited

Land

🇮🇪 Irland

Fachgebiete