US 12,443,864 B2
Dynamic response prediction for improved bot task processing
Ofer Ron, Tel Aviv (IL); Eran Vanounou, Tel Aviv (IL); Gali Konky, Tel Aviv (IL); and Seetvun Amir, Tel Aviv (IL)
Assigned to LIVEPERSON, INC., New York, NY (US)
Filed by LIVEPERSON, INC., New York, NY (US)
Filed on Jun. 3, 2024, as Appl. No. 18/731,623.
Application 18/731,623 is a continuation of application No. 17/901,958, filed on Sep. 2, 2022, granted, now 12,026,634.
Application 17/901,958 is a continuation of application No. 15/971,708, filed on May 4, 2018, granted, now 11,468,344, issued on Oct. 11, 2022.
Claims priority of provisional application 62/502,572, filed on May 5, 2017.
Claims priority of provisional application 62/502,535, filed on May 5, 2017.
Prior Publication US 2025/0005398 A1, Jan. 2, 2025
Int. Cl. G06N 5/04 (2023.01); G06N 3/044 (2023.01); G06N 3/045 (2023.01); G06N 3/08 (2023.01); G06N 20/00 (2019.01); G06Q 10/10 (2023.01); G06Q 10/107 (2023.01); H04L 51/02 (2022.01); H04L 51/216 (2022.01); H04L 67/02 (2022.01); H04L 67/63 (2022.01); G06N 3/04 (2023.01); G06N 7/01 (2023.01); G06N 20/10 (2019.01)
CPC G06N 5/04 (2013.01) [G06N 3/044 (2023.01); G06N 3/045 (2023.01); G06N 3/08 (2013.01); G06N 20/00 (2019.01); G06Q 10/10 (2013.01); G06Q 10/107 (2013.01); H04L 51/02 (2013.01); H04L 51/216 (2022.05); H04L 67/02 (2013.01); H04L 67/63 (2022.05); G06N 3/04 (2013.01); G06N 7/01 (2023.01); G06N 20/10 (2019.01)] 20 Claims
OG exemplary drawing
 
1. A computer-implemented method comprising:
receiving a message during a communication session, wherein the message is associated with a user;
routing the message and additional messages of the communication session to a bot;
identifying an anchor in the communication session, wherein the anchor includes a string of text associated with a polarity, and wherein the polarity corresponds to a positive sentiment or a negative sentiment;
determining a message parameter using the anchor;
comparing in real-time the message parameter of the communication session to a threshold;
automatically transferring the communication session upon determining the message parameter satisfies the threshold, wherein when the message parameter satisfies the threshold, the communication session is transferred from the bot to an agent;
determining a parameter value associated with the message, wherein the parameter value includes the anchor;
predicting a response to the message by inputting the parameter value into a machine-learning model to determine a selected message, wherein the machine-learning model is trained using values of anchors associated with candidate messages; and
facilitating displaying the selected message, wherein when the selected message is selected by the agent, the selected message is automatically added to the communication session.