US 12,348,675 B2
Partial automation of text chat conversations
Ian Beaver, Spokane, WA (US)
Assigned to Verint Americas Inc., Alpharetta, GA (US)
Filed by Verint Americas Inc., Alpharetta, GA (US)
Filed on May 21, 2024, as Appl. No. 18/669,921.
Application 18/669,921 is a continuation of application No. 17/574,047, filed on Jan. 12, 2022, granted, now 12,010,268.
Application 17/574,047 is a continuation of application No. 16/581,898, filed on Sep. 25, 2019, granted, now 11,258,902, issued on Feb. 22, 2022.
Claims priority of provisional application 62/748,638, filed on Oct. 22, 2018.
Claims priority of provisional application 62/739,951, filed on Oct. 2, 2018.
Prior Publication US 2024/0305715 A1, Sep. 12, 2024
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/51 (2006.01); G06F 16/332 (2025.01); G06F 40/30 (2020.01); G06F 40/35 (2020.01); H04L 12/58 (2006.01); H04L 51/02 (2022.01)
CPC H04M 3/5166 (2013.01) [G06F 40/30 (2020.01); H04L 51/02 (2013.01); H04M 3/5183 (2013.01); H04M 2203/404 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method for active learning for partially automating a text chat conversation, the method comprising:
receiving a text conversation between a user computing device and a corresponding agent computer device, herein a sample;
determining an intent of the sample using a trained language model, wherein in response to the trained language model finding the sample intent indeterminate:
requesting a reviewer input to label the intent of the sample;
adding the labeled sample to a labeled training set; and
retraining the trained language model on the labeled training set; and
using the retrained language model in a text conversation between the user computing device and an Intelligent Virtual Assistant (IVA).