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

Claim 10:
11. A computerized system comprising:
one or more processors connected to a computerized memory and a conversation user interface that facilitates respective user turns and virtual assistant responses in an exchange of conversation data;
the memory storing a database and accessing executable software instruction modules that, when executed by the one or more processors, cause the one or more processors to perform a computerized method comprising:
processing the conversation data with a natural language processing system;
storing the conversation data in the database;
tagging at least the virtual assistant responses in the database with at least one of a plurality of presentation modes that are channels on which the respective virtual assistant responses were presented to a user;
tagging, as restatement turns, each user turn in the conversation data that includes a restatement of conversation data that had been received at the conversation user interface in a prior user turn;
calculating, with at least one of the executable software instruction modules, risk coefficients for presentation modes or combinations of presentation modes according to corresponding incidents of restatement turns;
saving the risk coefficients in the database;
calculating response content scores for the virtual assistant responses with at least one of the executable software instruction modules;
saving the response content scores in the database; and
predicting probabilities of restatement turns in a future conversation with the risk coefficients and the response content scores;
wherein risk coefficients for the channels of presentation modes to a user that are above a threshold are identified for exclusion from use.