US 12,143,344 B2
Automatically processing user request data using artificial intelligence techniques
Zijia Wang, Weifang (CN); Zhisong Liu, Shenzhen (CN); Zhen Jia, Shanghai (CN); and Kenneth Durazzo, Morgan Hill, CA (US)
Assigned to Dell Products L.P., Round Rock, TX (US)
Filed by Dell Products L.P., Round Rock, TX (US)
Filed on Sep. 19, 2022, as Appl. No. 17/947,358.
Prior Publication US 2024/0106766 A1, Mar. 28, 2024
Int. Cl. H04L 51/02 (2022.01); H04L 41/026 (2022.01)
CPC H04L 51/02 (2013.01) [H04L 41/026 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A computer-implemented method comprising:
generating, using at least one chatbot during a communication session with a user, one or more answers to one or more user requests by processing at least a portion of the one or more user requests using a first set of one or more artificial intelligence techniques associated with the at least one chatbot;
generating one or more knowledge base-related predictions associated with the one or more user requests by processing at least a portion of the one or more user requests using a second set of one or more artificial intelligence techniques associated with at least one knowledge base;
calculating at least one score associated with at least a portion of the one or more answers and the one or more user requests based at least in part on one or more qualifying values computed in connection with at least one of generating the one or more answers using the first set of one or more artificial intelligence techniques and generating the one or more knowledge base-related predictions using the second set of one or more artificial intelligence techniques, wherein the one or more qualifying values comprise one or more Shapley values attributed to at least a portion of at least one of the one or more answers and the one or more user requests, the one or more Shapley values computed in connection with at least one of generating the one or more answers using the first set of one or more artificial intelligence techniques and generating the one or more knowledge base-related predictions using the second set of one or more artificial intelligence techniques; and
performing one or more automated actions based at least in part on the at least one calculated score;
wherein the method is performed by at least one processing device comprising a processor coupled to a memory.