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

Claim 6:
7. 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 identify every channel 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, wherein tagging the restatement turns comprises:
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;
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.