Patent ID: 11868732
Assignee: VERINT AMERICAS INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 0:
1. One or more non-transitory computer-readable media storing computer-readable instructions that, when executed, instruct one or more processors to perform a computerized method comprising:
causing a conversation user interface to be displayed on a display device to enable a conversation between a user and a virtual assistant;
receiving, via the conversation user interface, user input data and virtual assistant responses in a sequence of respective conversation turns within the conversation;
processing at least a portion of the conversation with one or more natural language processing modules that identify whether at least one user turn in the conversation includes a restatement of previous user input data that had been received at the conversation user interface in a prior conversation turn;
evaluating the prior conversation turn with a risk indicator module;
using the risk indicator module, determining a confidence value indicating whether the prior conversation turn has been understood by the virtual assistant and mapped to an appropriate intent unit for forming a corresponding virtual assistant response; and
upon the confidence value indicating that the virtual assistant understood the prior conversation turn and the at least one user turn includes a restatement, then flagging at least one of the virtual assistant responses as a failed response.