US 11,966,706 B2
Assessing complexity of dialogs to streamline handling of service requests
Biplav Srivastava, Yorktown Heights, NY (US); Qingzi Vera Liao, Yorktown Heights, NY (US); and Pavan Kapanipathi Bangalore, Yorktown Heights, NY (US)
Assigned to DoorDash, Inc., San Francisco, CA (US)
Filed by DoorDash, Inc., San Francisco, CA (US)
Filed on Aug. 4, 2022, as Appl. No. 17/881,445.
Application 17/881,445 is a continuation of application No. 16/659,851, filed on Oct. 22, 2019, granted, now 11,443,121.
Application 16/659,851 is a continuation of application No. 16/048,526, filed on Jul. 30, 2018, granted, now 10,565,316, issued on Feb. 18, 2020.
Application 16/048,526 is a continuation of application No. 15/582,096, filed on Apr. 28, 2017, granted, now 10,114,816, issued on Oct. 30, 2018.
Prior Publication US 2022/0382997 A1, Dec. 1, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. G10L 15/00 (2013.01); G06F 40/253 (2020.01); G06F 40/284 (2020.01); G06F 40/289 (2020.01); G06F 40/35 (2020.01); G10L 15/01 (2013.01); H04M 3/51 (2006.01)
CPC G06F 40/35 (2020.01) [G06F 40/253 (2020.01); G06F 40/284 (2020.01); G06F 40/289 (2020.01); G10L 15/01 (2013.01); H04M 3/5175 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A computer-implemented method comprising:
contacting, by a user via a user portal associated with a system, one or more support agents about a service request;
providing, by the user via the user portal to the one or more support agents, a first plurality of utterances with respect to the service request; and
receiving a second plurality of utterances respectively associated with the plurality of first utterances from the one or more support agents via the user portal, wherein the first plurality of utterances and the second plurality of utterances constitute dialogue data in a dialogue between the one or more support agents and the user, wherein the dialogue comprises at least one conversational turn between the one or more support agents and the user, wherein the system determines a complexity of the dialogue comprising the at least one conversational turn, and based thereupon, managing handling of the service request at each conversational turn of the at least one conversational turn in real-time.