US 12,328,239 B2
Systems and methods for bot selection calibration in two-way communications
Michael Higgins, New York, NY (US); and Matthew Dunn, Arlington, MA (US)
Assigned to LIVEPERSON, INC., New York, NY (US)
Filed by LIVEPERSON, INC., New York, NY (US)
Filed on Sep. 29, 2022, as Appl. No. 17/955,753.
Application 17/955,753 is a continuation of application No. 17/563,723, filed on Dec. 28, 2021, granted, now 11,489,739.
Claims priority of provisional application 63/131,434, filed on Dec. 29, 2020.
Prior Publication US 2023/0129324 A1, Apr. 27, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. H04L 41/5051 (2022.01); H04L 41/50 (2022.01); H04L 51/02 (2022.01); H04L 51/23 (2022.01)
CPC H04L 41/5051 (2013.01) [H04L 41/5093 (2013.01); H04L 51/02 (2013.01); H04L 51/23 (2022.05)] 27 Claims
OG exemplary drawing
 
1. A computer-implemented method comprising:
receiving input data as part of a two-way communication session;
simultaneously providing the input data to a plurality of bots;
simultaneously receiving heterogeneous confidence scores for the plurality of bots, wherein a heterogeneous confidence score corresponds to a bot and is generated using an analysis by the bot of the input data, and indicates an association strength between the input data and the bot;
generating mapped scores for the plurality of bots by calibrating the heterogeneous confidence scores with an associated bot score mapper, wherein mapped scores are standardized confidence scores;
selecting a first bot based on a first mapped score for the first bot having a highest value score of the mapped scores;
comparing the first mapped score for the first bot against a first bot specific threshold value;
rejecting the first mapped score when the first mapped score is below the first bot specific threshold value;
selecting a second bot based on a second mapped score for the second bot having a next highest value score of the mapped scores;
comparing a second mapped score for a second bot against a second bot specific threshold value, wherein the second bot specific threshold value is different than the first bot specific threshold value;
selecting the second bot based on the second bot meeting the second bot specific threshold value;
facilitating the two-way communication session using the second bot; and
recalibrating one or more of the standardized confidence scores of the bot score mappers, based on the selection of the second bot and the two-way communication session, thereby adjusting subsequent bot selection.