US 11,659,086 B2
Tunable chatbots
Valentine C. Matula, Granville, OH (US); David Chavez, Broomfield, CO (US); and Dragan Grebovich, Amesbury, MA (US)
Assigned to Avaya Management L.P., Durham, NC (US)
Filed by Avaya Management L.P., Durham, NC (US)
Filed on Nov. 30, 2020, as Appl. No. 17/107,174.
Claims priority of provisional application 63/026,561, filed on May 18, 2020.
Prior Publication US 2021/0359961 A1, Nov. 18, 2021
Int. Cl. H04M 3/51 (2006.01); G06F 40/51 (2020.01); G06F 40/56 (2020.01); H04L 51/02 (2022.01); H04L 67/00 (2022.01)
CPC H04M 3/5166 (2013.01) [G06F 40/51 (2020.01); G06F 40/56 (2020.01); H04L 51/02 (2013.01); H04L 67/34 (2013.01); H04M 3/5175 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method of processing messages received in a communication system, the method comprising:
receiving a contact from a customer communication device in a contact center;
selecting a first chatbot from a plurality of chatbots;
assigning the contact to the first chatbot, wherein the first chatbot is configured to engage in an interaction with the customer communication device for purposes of servicing the contact, and wherein the first chatbot comprises an adjustable personality characteristic;
determining a personality trait that is more likely than not to be found desirable by a customer that initiated the contact; and
tuning the adjustable personality characteristic of the first chatbot to provide the determined personality trait.