US 12,306,741 B2
Adjusting chat bot design based on matched escalation logs
Ella Rabinovich, Haifa (IL); David Boaz, Bahan (IL); Inbal Ronen, Haifa (IL); Ofer Lavi, Tel Aviv (IL); David Amid, Modiin (IL); Segev Shlomov, Haifa (IL); and Ateret Anaby-Tavor, Givat Ada (IL)
Assigned to International Business Machines Corporation, Armonk, NY (US)
Filed by International Business Machines Corporation, Armonk, NY (US)
Filed on Oct. 6, 2021, as Appl. No. 17/495,488.
Prior Publication US 2023/0108637 A1, Apr. 6, 2023
Int. Cl. G06F 11/362 (2025.01); G06F 16/355 (2025.01); G06F 18/22 (2023.01); G06F 40/35 (2020.01); H04L 51/02 (2022.01)
CPC G06F 11/366 (2013.01) [G06F 16/355 (2019.01); G06F 18/22 (2023.01); G06F 40/35 (2020.01); H04L 51/02 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system, comprising a processor to:
receive a bot design and escalation logs associated with a chat bot configured based on the bot design;
compute a similarity score between each bot response node of a plurality of bot response nodes in the bot design and each escalation log of the escalation logs;
generate a sorted list of the plurality of bot response nodes in the bot design based on the similarity scores of the plurality of bot response nodes in the bot design and the escalation logs;
tune, in response to the similarity score indicating a failure of the chat bot, an intent detection component of the chat bot to correctly handle a user query by transferring a user to a correct bot response node of the plurality of bot response nodes in the bot design in response to adjusting the bot design to incorporate new topics identified from clustered escalation logs and to refine existing user intents based on flagged bot response nodes of the plurality of bot response nodes in the bot design; and
execute the chat bot with the adjusted bot design to successfully complete a conversation with the user without escalation.