Patent ID: 11888792
Assignee: LIVEPERSON, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 10:
11. A system comprising:
memory that stores a set of supervision criteria in memory, the set of supervision criteria including a threshold level of confidence;
a communication interface that receives one or more messages in a conversation between a bot and a user of a client device in accordance with the set of supervision criteria; and
a processor that executes instructions stored in memory, wherein the processor executes the instructions to:
monitor the received messages in the conversation;
detect that a bot prediction associated with the conversation fails to meet the threshold level of confidence associated with the set of supervision criteria;
request input from an agent device based on the bot prediction failing to meet the threshold level of confidence, wherein the agent device provides annotation input identifying one or more of the messages in the conversation and identifying contextual or supplemental information related to classification of the one or more identified messages in the conversation; and
update a learning model based on the one or more messages identified by the annotation input and the classification according to the identified contextual or supplemental information, wherein the bot uses the updated learning model to make a next bot prediction regarding a next conversation having one or more similar messages.